SUMMARY:

• Ten plus years managerial experience in Call Center environment.
• Ten plus years in Technical Documentation
• Five plus years in Training and Development
• Experienced Project Coordinator

TECHNICAL SKILLS:

MS Suite: Outlook, Excel (Pivot Tables/VLOOKUP), Word, PowerPoint and Communicator

Phone systems: Cisco, Avaya, Ring Central, Dynamics

Applications/Software: Salesforce, Oracle CRM, CMS Workforce Management, PeopleSoft, Kronos, Verint Impact 360 Quality Monitoring System

PROFESSIONAL EXPERIENCE:

Confidential

Customer Service Rep

Responsibilities:

• Answered inbound calls regarding mailings announcing the Separation of Brighthouse Financial.

Confidential

Business Operations Specialist

Responsibilities:

• Researched and reported discrepancies in sales figures and communicated with sales teams to update information accordingly.
• Reviewed the AR Aging spreadsheet for past due accounts and worked with sales reps/customers to bring accounts current.
• Ensured orders were processed in accordance with customer and business requirements.
• Ensured correct contract data was included in order and that all basic revenue guidelines were met.

Confidential

Project Coordinator/Customer Service Specialist

Responsibilities:

• Managed solar panel installation projects from initiation to full completion
• Followed up with county Code Enforcement departments for inspection status
• Interacted with power companies to ensure inspections received and meter’s changed out in timely manner.
• Maintained and updated spreadsheets relating to project tracking and scheduling of work
• Provided assistance with scheduling and other issues as needed
• Maintained, updated, and accurately added entries into Salesforce.
• Responded to customer feedback surveys, social media and BBB inquiries/complaints
• Worked directly with customers to research, troubleshoot, and resolve issues in a timely manner
• Communicated with engineering, operations, and project management teams to improve customer service and address connectivity issues
• Consistently evaluated department processes and service levels in order to provide the most effective and efficient levels of service and identify work process improvement.
• Achieved quality assurance by contributing information root cause analysis in order to ensure project kept within budget.

Confidential

Data Entry/Customer Service Rep

Responsibilities:

• Transcribe Property and Casualty digital recorded claim statements into Word documents for use in Arbitration and Subro submission.

Confidential

Customer Service Rep

Responsibilities:

• Handled 70 plus inbound calls daily from customers nationwide regarding their accounts which included billing issues/disputes, account balances etc.
• Gathered information and accurately documented customer’s account regarding discrepancies with purchases and bill payments.

Order Fulfillment Supervisor

Confidential

• Managed a team of employees to meet and exceed the key performance goals such as quality, accuracy and productivity goals.
• Developed and tracked metrics to document and report production and error rates.
• Manage daily work of agents in Salesforce.
• Gathered data and statistics to generate productivity reports.
• Reviewed timesheet reporting for completeness and accuracy in PeopleSoft.
• Data collection, analysis and reporting of historical call center and employee performance statistics.
• Provided weekly performance analysis to agents to ensure targeted metrics were on track.
• Project management for rollout of various new procedures/processes.
• Created documentation for processes and procedures used in training new employees.
• Created technical documentation for manager training of the Avaya system.

Customer Service Supervisor

Confidential

• Managed the day - to-day supervision of employees to include scheduling, assigning, and monitoring workload.
• Defined Customer Care metrics, analyzed operational data, and reported on the delivery of the customer experience to ensure consistent and excellent performance.
• Created training manuals and documentation (SOPs) for processes and procedures and ensured compliance of staff.
• Created user manuals for Cisco Workforce Manager, CATS proporitary complaint database and CATS bus tracking systems.
• Responsible for the hiring, training and coaching of all agents.
• Identified gaps in performance, productivity and quality and developed specific training material and programs for improved operations and service.
• Analyzed past call volume, interval arrival patterns and staffing patterns and provided monthly and long-range forecasts consisting of required staffing levels to ensure service goals are met.
• Accurately tracked and managed contact center schedule adherence.
• Conduct analysis in order to provide solutions to real time performance issues.
• Measure forecasting accuracy and work to reduce variations in order to ensure performance goals were met.
• Prepare daily/weekly/monthly reports and distribute to Management.
• Established yearly budgetary needs and managed the operating budget for the call center
• Worked collaboratively with various departments to ensure all policy and procedures are aligned and followed and monthly metrics established by the City were met.
• Conducted side-by-side observations and quality assurance reviews
• Maintained integrity of CRM database
• Worked collaboratively with vendors and IT during the installation of Avaya and Cisco phone systems and monitored equipment to ensure proper IVR call flow and smooth cutover
• Served as the first point of contact for phone/computer issues including password resets and basic connectivity issues.

Customer Service Trainer

Confidential

• Interviewed and hired new agents as well as developed and facilitated all new-hire
• Trained new and existing employees on cable, internet, and telephone services.
• Facilitated customer service and sales training to frontline employees as well as the management staff to ensure stellar service given to internal and external customers.
• Reviewed, edited and created documentation for all training materials to ensure accuracy and policy compliance
• Tested all training software and hardware prior to training programs.