Description :

1. Delegated tasks to team members to ensure efficient front-end operations, including restocking and cleaning.
2. Communicated clear goals to cashiers and customer service associates to enhance team performance.
3. Provided constructive feedback and training to associates on company policies and customer service standards.
4. Resolved technical issues with registers by coordinating with technical support for timely solutions.
5. Supported associates with accurate information on financial services, including money orders and bill payments.
6. Educated customers on merchandise return policies, ensuring clarity on refunds and exchanges.
7. Conducted high-volume requests from associates during peak hours, maintaining service quality.

Experience

2-5 Years

Level

Junior

Education

Associates

Description :

1. Led a team of 15 customer service representatives, enhancing team performance through targeted training and support.
2. Monitored service desk ticket queues to ensure timely responses and resolutions, improving service levels.
3. Analyzed call management reports to identify trends and optimize staffing for peak times.
4. Communicated service outages effectively to the team, ensuring minimal disruption to customer service.
5. Designed and conducted comprehensive training programs for new hires and ongoing staff development.
6. Evaluated staff performance through ticket and call observations, identifying areas for improvement.
7. Maintained up-to-date knowledge base articles and standard operating procedures to ensure accuracy and compliance.

Experience

2-5 Years

Level

Junior

Education

Associates

Description :

1. Led recruitment and training initiatives for new hires, enhancing team capabilities.
2. Managed disciplinary actions, ensuring compliance with company policies.
3. Built strong customer relationships to effectively resolve complex issues.
4. Established quality standards for call monitoring, improving service delivery.
5. Exceeded quality assurance goals, raising average QA scores from 70 to 98.
6. Coached team members to improve service levels and reduce response times.
7. Facilitated weekly coaching sessions to equip team members with necessary resources.

Experience

2-5 Years

Level

Junior

Education

BABA

Description :

1. Supervised a customer service team of 12, ensuring high-quality support for 800 daily customers.
2. Fostered a customer-centric environment, enhancing service quality and team morale.
3. Delegated tasks and monitored progress to ensure timely completion of service requests.
4. Recommended personnel actions, including promotions and performance improvement plans.
5. Adapted resources creatively to meet evolving customer needs and expectations.
6. Streamlined processes for product returns and exchanges, improving customer satisfaction.
7. Trained and mentored new team members, promoting a culture of excellence and teamwork.

Experience

10+ Years

Level

Consultant

Education

B.A. in Bus. Mgmt.

Description :

1. Conducted regular audits to ensure compliance with customer service protocols and procedures.
2. Managed workflow by assigning agents to various customer service roles, optimizing team efficiency.
3. Interviewed and trained new hires, providing performance evaluations for up to 10 employees.
4. Ensured adherence to all company policies and federal regulations, maintaining operational integrity.
5. Compiled daily reports on customer interactions, service metrics, and operational performance.
6. Fostered positive customer relations by delivering exceptional service and resolving issues promptly.
7. Collaborated with cross-functional teams to ensure timely and efficient service delivery.

Experience

10+ Years

Level

Consultant

Education

B.A. in Bus. Mgmt.

Description :

1. Led a team of 15 customer service representatives, enhancing service quality and operational efficiency.
2. Implemented training programs that improved team performance and reduced turnover by 20%.
3. Monitored key performance indicators (KPIs) to identify areas for improvement and drive results.
4. Conducted regular performance reviews and provided constructive feedback to team members.
5. Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
6. Facilitated team meetings to discuss challenges, share best practices, and celebrate successes.
7. Collaborated with cross-functional teams to enhance service delivery and resolve customer issues.

Experience

5-7 Years

Level

Junior

Education

B.S. in BA

Description :

1. Led a team of 20 customer service representatives, ensuring adherence to productivity and quality standards.
2. Resolved escalated customer complaints, enhancing customer loyalty and retention.
3. Collaborated with management to refine service policies, improving overall service delivery.
4. Conducted regular training sessions to enhance team skills and service quality.
5. Monitored call metrics and provided actionable feedback to representatives for continuous improvement.
6. Streamlined operational processes, resulting in a 20% increase in team efficiency.
7. Fostered a positive team environment, promoting engagement and motivation among staff.

Experience

10+ Years

Level

Consultant

Education

B.S. in BA

Description :

1. Successfully led initiatives that improved customer satisfaction and retention rates by 25%.
2. Managed a team of customer service representatives, enhancing service center profitability by 15%.
3. Developed and implemented training programs that improved call center operations and quality assurance.
4. Enhanced customer interactions through continuous staff training and performance feedback.
5. Ensured call center objectives were met by streamlining communication between departments.
6. Collaborated with management to implement changes that boosted customer satisfaction ratings.
7. Trained and mentored a team of 15, achieving company targets and reducing costs by 10%.

Experience

10+ Years

Level

Management

Education

B.A. in Bus. Mgmt.

Description :

1. Engaged customers to ensure a positive service experience, enhancing loyalty and retention.
2. Trained and mentored associates, driving a 20% increase in customer satisfaction ratings.
3. Developed and monitored key performance indicators, leading to improved operational efficiency.
4. Coached team members to foster a culture of trust and accountability, enhancing team dynamics.
5. Ensured safety and security protocols were followed, maintaining a safe environment for staff and customers.
6. Maintained high-quality service standards through continuous coaching and adherence to best practices.
7. Implemented feedback mechanisms to improve service delivery and address customer concerns proactively.

Experience

2-5 Years

Level

Junior

Education

B.A. in Bus. Mgmt.

Description :

1. Led a team of 30 remote customer service representatives, enhancing service quality and team performance.
2. Developed and implemented training programs that improved employee performance and customer satisfaction.
3. Created action plans to address performance issues, ensuring compliance with company policies.
4. Conducted interviews and selected candidates, improving team capabilities and service delivery.
5. Initiated a remote agent model, providing training and resources for effective remote work.
6. Monitored and documented employee performance, providing feedback for continuous improvement.
7. Resolved customer complaints efficiently, ensuring a positive experience and loyalty.

Experience

10+ Years

Level

Consultant

Education

B.S. in BA

Description :

1. Oversaw Team Leads and customer service, email, and chat agents.
2. Monitored and evaluated customer service performance.
3. Identified operational issues and process improvements, and implemented strategies to improve Provides performance.
4. Monitored call center schedules, training time, and performance forecasts to ensure service levels remain at or above-set goal.
5. Evaluated customer feedback through various channels.
6. Identified process improvements and implemented performance improvement mechanisms.
7. Communicated and enforced company policies and procedures and develops and implements customer service performance standards.

Experience

2-5 Years

Level

Junior

Education

Bachelor Of Arts

Description :

1. Managed the Service Recovery team of 18 for the Customer Service Dept.
2. Managed the Quality team of 4 for the Customer Service Dept.
3. Monitored service levels, call volumes, and schedules; take action needed to ensure customer satisfaction, cost control, and efficiency.
4. Developed daily call center team plans with strategic personnel.
5. Helped promote team performance through consistent training, coaching, and feedback.
6. Scheduled customer call-ins, schedules service requests, and prepares packages.
7. Supported members in implementing changes.

Experience

5-7 Years

Level

Executive

Education

General Studies

Description :

1. Responsible for ensuring all calls, emails, and chats consistently meet the quality goals established by the Call Center Team for the Associates.
2. Monthly Performed Evaluation reports provided to Executive Management.
3. Built effective working relationships with respective teams to drive a phenomenal customer and agent experience.
4. Analyzed trends of cost & experience by journey / product / intent / channel / partner to identify optimization and prevent opportunities.
5. Built out an operational roadmap of prioritized improvement initiatives.
6. Used data to measure and track the impact of implemented Prevent and CX initiatives.
7. Worked with product and other operations teams to draft customer journeys, business requirements, and go-to-market strategy.

Experience

5-7 Years

Level

Executive

Education

Business Administration

Description :

1. Maintained constant communication with clients and insurances to ensure that maximum coverage is provided to each client.
2. Responsible for external recruitment, screening of employees, hiring process and reactivation of all external/field employees.
3. Responsible for implementing and maintaining compliance with all State, Federal and company standards for Health Care staff and employee process.
4. Managed both the nurses and the clients to determine the nurses' skill set and demeanor needed to provide the utmost care to the client and client's family.
5. Maintained an active involvement in issues of cost containment while effectively utilizing nurses when assigning cases.
6. Assisted with the orientation for new staff members and ensure their skills match the case/client they are assigned to.
7. Completed brokerage account applications and initiated account transactions. 

Experience

2-5 Years

Level

Junior

Education

General

Description :

1. Responsible for 10K in  annual revenue for Direct Hire fees.
2. Followed up with employee call outs, issues, counseling, responsible for hiring and termination of employees.
3. Handled all employee benefits.
4. Processed weekly payroll for 100+ employees.
5. Maintained employee files, application, I-9, W-4 forms.
6. Updated all client and employee records in data base.
7. Planned and delivered monthly staff meetings to inform and engage team members and provide the opportunity for individuals and group to express ideas and brainstorm solutions.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Organized and managed the staffing, logistics, and decor of events; coordinate transportation and lodging when needed.
2. Planed, coordinated and assisted all large scale and specialty meetings, conferences, social events on and off-site, high profile events and corporate retreats; including development and reconciliation of event budgets.
3. Managed day to day inbound/outbound operations for the 50-seat contact center. Created short and long term staffing schedules. Monitored key contact center metrics and representative performance to ensure goals were met.
4. Recognized for diligence and outstanding client service by branch manager, multiple regional managers, and clients.
5. Supported account during and prior to agreement of onsite Rubbermaid manufacturing and distribution center that managed 170 employees for its 24/7 .
6. maintained records and prepared reports of hires, test results, and any other data.
7. Maintained associates administrative records including attendance, service performance and coaching documents.

Experience

10+ Years

Level

Senior

Education

B.S. In Hotel

Description :

1. Determined client needs, place appropriately skilled employees on flexible, temp to hire or direct hire assignments, and conducted quality control on all client orders.
2. Created weekly production schedules for Fortune 500 firms on all shifts.
3. Recruited, interviewed, made hiring decisions, and conducted new employee orientation on flexible or temp to hire employees.
4. Counseled over 180 flexible or temp to hire employees on behavioral / performance issues, document, and took corrective action as necessary.
5. Trained end users on software programs such as IQ Navigator, Peopleclick, Fieldglass, Workforce Logic, Recruiter Workbench, and Microsoft Office.
6. Received, wrote, and processed all client orders with complete job descriptions and credit information.
7. Assigned appropriate pay rates for field employees and bill rates for clients within established guidelines.

Experience

7-10 Years

Level

Management

Education

B.A.

Description :

1. Stored keyholder/held alarm code to building.
2. Supervised, coached and worked closely with no less than 20 and up to 50 employees on a daily basis.
3. Oversaw relationship-building with all staff, including management.
4. Interacted in a friendly, energetic and positive manner both face-to-face and over the telephone with customers, consistently ensuring unmatched customer service.
5. Oversaw store's cash office.
6. Oversaw entire store's computer/register maintenance and repair.
7. Resolved escalated customer complaints.

Experience

2-5 Years

Level

Junior

Education

Bachelor Of Arts In English

Description :

1. Served as E3 to ensure a positive and compelling customer experience.
2. Observed associate performance and provide feedback.
3. Assigned tasks and guides workflow.
4. Oversaw daily functions of the cash office, cash balancing, change orders, supplies, and over/short research.
5. Maintained cleanliness and organization of the registers and service desk areas.
6. Authorized voids and other transactions as needed.
7. Delivered the highest level of customer service.

Experience

5-7 Years

Level

Executive

Education

Associates Of Arts

Description :

1. Supervised and trained staff of 80 customer service associates.
2. Addressed customer issues and monitoring the return process.
3. Opened and closed of the store as well as cash office and registers.
4. Trouble shoot and corrected hardware and software issues at point of sale terminals.
5. Followed corporate initiatives in response to customer service surveys.
6. Created a positive corporate culture, being approachable for associates in handling store issues.
7. Provided training and monitoring of proper check cashing procedures to reduce loss due to common errors.

Experience

5-7 Years

Level

Executive

Education

BS