SUMMARY:

• To obtain a position in management where I can contribute my diverse experience and skills to ensure the organization exceeds expectations and goals for superior customer service, high employee productivity, superb quality, efficiency, low turnover, and maximum profitability.
• Experience in moderate to high volume customer service and technical call centers 8+ years
• Extensive experience in customer service in agent, management, coach, trainer, and technical support roles
• Top level customer service and problem resolution skills
• Experience in base level project management
• Knowledge of Microsoft Office, ACD Systems, Cisco Networks, IVR, Workforce Management Systems
• Knowledge of inner and outer workings of inbound/outbound call centers
• Knowledge of call forecasting and schedule creation based on forecasts
• Knowledge in warehouse functions and logistics
• Knowledge using mainframe systems specific to warehouse operations
• Pursuing bachelor in business administration/management

PROFESSIONAL EXPERIENCE:

Contact Center Supervisor

Confidential, Southgate, MI

Responsibilities:

• Provides direct management support for 15 - 20 agent team, works as supervising point of contact for any of our 160+ agents on the floor
• Direct supervisor to two dedicated teams for top clients
• Team leader for cross sales project
• Team leader of Nortel integration project team proving operational testing and support
• Team leader of CallPro Pilot project team providing direct support to team and agents operating on the pilot project
• Team leader for the team opening a new location in Oklahoma
• Tracks and maintains call volume metrics for CallPro project
• Tracks areas for improvement on CallPro project and works with team members to improve processes to create the best available product for the agents to provide the highest quality service to each and every member
• Office team leader for annual review revision project
• Manages service levels during after hour times by offering Lack Of Work, overtime recruitment, and moving personnel to other projects
• Manages service level during business hours by monitoring agent productivity and engaging as needed to keep agents productive at all times
• Monitors and coaches agents to achieve high quality scores and excellent call efficiency
• Completes and delivers agent performance reviews on 90 day and annual anniversaries
• Reports system errors to appropriate IT departments and monitors situation until complete and remains the single point of contact until resolution is completed
• Responsible for the hiring and termination decisions for contact center

Customer Care Coordinator

Confidential, Ann Arbor, MI

Responsibilities:

• Provides extraordinary customer service
• Schedules deliveries for specialty drug orders
• Arranges shipping methods for deliveries
• Places outbound courtesy reminder calls
• Acts as liaison between patients and pharmacists
• Assists image index team on an as needed basis
• Reported and assisted in resolving call routing issue for the contact center

Team Leader

Confidential, Troy, MI

Responsibilities:

• Supervised 25+ agents
• Coached and monitored agents to ensure quality and to maintain a high level of customer service and satisfaction
• Responsible for talent management
• Responsible for measuring and reporting project metrics
• Assisted IT department with Telescript error resolution
• Assisted IT department with telecom issues
• Completed employee performance reviews
• Provided Superb customer service and problem resolution to all clients
• Worked with account managers to improve client relationships and improve client satisfaction through improved practices and SOP's

Contact Center Supervisor

Confidential, Ferndale, MI

Responsibilities:

• Advised on and implemented new call quality scorecard and monitoring system
• Researched and implemented Nortel Phone and ACD system
• Completed staffing for contact center including hiring and scheduling
• Provided problem resolution and customer service to escalated callers
• Managed employees based on metrics to meet established goals
• Worked on project team to integrate calls from newly acquired offices
• Worked with office managers to improve processes for both the contact center and the face to face representatives in each office
• Worked with office managers and MD's to create an IVR to better route calls and provide general information to patients without needing to speak to a live agent

Team Leader/Knowledge Engineer

Confidential, Southfield, MI

Responsibilities:

• Revamped new hire program
• Completed for new employees and existing employees on new processes
• Created knowledge base articles using HTML coding
• Presented project metrics to Office Depot senior management
• Provided on call support for all critical warehouse production issues
• Worked as contact for warehouse vendor support groups
• Provided agents with additional support to assist with problem resolution and to focus on first call resolution for each customer.
• Reviewed ticket escalations for completeness and forwarded to appropriate support team
• Met with application support teams for process improvements and improved SOP’s
• Assisted with building team schedules and forecasting in Blue Pumpkin
• Revised IVR system during system outages to inform callers of the issue before reaching an agent to help manage call volume and service levels
• Met with Office Depot senior management during on-site client visits to update on current metrics for the contact center and to improve client relationships

E-Commerce Support Agent

Confidential, Livonia, MI

Responsibilities:

• Provided technical support and superior customer service to retail/hospital pharmacies
• Acted as single point of contact for chain pharmacy division
• Sole agent responsible to provide service the two largest chains
• Assisted QA department with enhancing system interfaces