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. Identified and analyzed problems, planned tasks and solutions and provided guidance to teams on development, performance, and productivity issues.
2. Defined and evaluated problems and provided solutions for the long and short term goals of meeting the required Service Level Agreements.
3. Selected Contributions: Presented suggestions and recommendations on processes and procedures in accordance with organization cost, quality, goals and makes recommendations to management to improve efficiency/effectiveness.
4. Determined work schedules to ensure adequate coverage, actively participates in hiring, developing, and reviewing employees and their performance.
5. Supervised the daily operations of call center activities performing customer-oriented activities and various background operations.
6. Assisted with implementing the ABC (Activity Based Compensation) Program throughout the call center.
7. Created projections, spreadsheets and charts to compare changes in call volume, service levels and scheduling intervals.

Experience

2-5 Years

Level

Junior

Education

Computer Programming

Description :

1. Supervised the work of office and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
2. Provided employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
3. Implemented corporate or departmental policies, procedures, and service standards in conjunction with management.
4. Evaluated employees' job performance and conformance to regulations and recommend appropriate personnel action.
5. Reviewed records and/or reports pertaining to activities such as production and payroll to verify details, monitor work activities, or evaluate performance.
6. Interviewed and made recommendations for new hires and promotions.
7. Interpreted and communicated work procedures and company policies to staff.
8. Researched, compiled, and prepared reports, correspondence, or other information required by management or governmental agencies.

Experience

7-10 Years

Level

Management

Education

High School Diploma

Description :

1. Responsible for writing and administering monthly employee performance appraisals as well as monthly reviews against goals and objectives.
2. Review daily and weekly performance reports to determine strengths, identify opportunities, and use them as a method of coaching/developing team member.
3. Ensured agent's stayed abreast of medical terminology and instructional resources by implementing a daily check system of applications.
4. Monitor calls and provide ongoing feedback to Operations Manager via weekly team report.
5. Coached agents on PA (Prior Authorization) processes and Override Procedures used to assist members with understanding the guidelines of their insurance.
6. Supervise and facilitate the daily processes relating to agent's knowledge of Medicare D changes.
7. Recruited and interviewed new hires as needed for the call center per general HR process.

Experience

10+ Years

Level

Senior

Education

Social Media Management

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. Managed the activities of 20 team members in multiple locations.
2. Monitored the daily activities of 2 customer support teams.
3. Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
4. Owned team productivity metrics. Interviewed, hired and trained new quality customer service representatives.
5. Provided detailed monthly departmental reports and updates to senior management.
6. Addressed negative customer feedback immediately. Resolved customer questions, issues and complaints.

Experience

7-10 Years

Level

Management

Education

High School Diploma

Description :

1. Supervised 20 member team handling inbound Customer Service calls.
2. Provided technical training during company merger.
3. Discovered successful creative solutions to handle escalated customer inquiries.
4. Assisted in company merger transition from First Card Systems to First Systems.
5. Recruited and hired customer service advisors for new call center.
6. Assisted in Inbound Customer Service Call Center start-up.
7. Trained support staff on software, systems definitions and office procedures.

Experience

2-5 Years

Level

Executive

Education

BS

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. 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. Worked to train many of the current Customer Support staff, and provided remedial training to the staff as needed.
2. Ensured policies and procedures are followed addressing issues or alerting Human Resources of potential problems.
3. Handled escalated calls and provide satisfaction to customers who have complaints or complex/unresolved issues.
4. Monitored the department staffing, hold queue and incoming call levels to assure that we maintain the best possible phone coverage.
5. Answered inbound call line and handle inbound email and faxes.
6. Administered Team Building exercises to entire staff once a quarter.
7. Coordinated and implemented third-party vendor partner training programs for technical support staff of 150 individuals.

Experience

7-10 Years

Level

Consultant

Education

Customer Service

Description :

1. Coached and trained colleagues on new and established procedures within telecommunications industry.
2. Responsible for making outbound calls to customers to update fault diagnosis.
3. Coordinated fault diagnosis with assigned customers by prioritizing and tracking customer activities according to a statement of work, facilitating engineering communication with the customer and managing tasks through to completion.
4. Answered inbound calls, assisted customers with account information, set up service appointments, and assisted customers with technical support.
5. Participated in relationship building and negotiations with existing and potential customers.
6. Interfaced daily with engineers on various projects.
7. Applied customer service skills and knowledge ensuring that customers received adequate assistance and services.
8. Interacted with customers via the telephone to provide information in response to inquiries about products or services, close sales initiatives, up-sale additional products and features, and to handle and resolve complaints.
9. Worked independently to handle general questions and complaints and provide problem resolution.

Experience

7-10 Years

Level

Management

Education

B.S. In International

Description :

1. Responsible for an overview of the company's customer support staff for all markets.
2. Prepared training materials to support the onboarding of new colleagues.
3. Proofread and edited promotional materials and documents for publication.
4. Researched current international import/export regulations.
5. Responsible for keeping staff members informed and operation guidelines up-to-date.
6. Handled inquiries from business clients and customers via phone, e-mail, and fax.
7. Performed customer verifications, processed orders, applications, forms, and requests.
8. Provided information in response to complaints regarding various services and products.

Experience

2-5 Years

Level

Junior

Education

Paralegal Certificate