Experience

Sears Home Services

• Consumer Services
• 700 & Above Employee

• Real Time Analyst

  • May 2020 - Present

  • Monitor Service Level using workforce tools (e.g. WebView and Business View Observer.) • Address agent Adherence to Schedule using real-time adherence tracking tools and systems. • Schedule agent “off phone” activities, including vacation and personal days, meetings, coaching, etc. • Communicates with national scheduling team (e.g. Global Operations, Service Contracts Scheduling) as appropriate. • Performs data entry into designated systems. • May customize reports to isolate data for analysis by managers. • Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members • Adjust staffing and scheduling according to changing needs of the business • Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients • Monitor schedules and escalate issues regarding attendance adherence • Work with team members to ensure they know their statistics related to the schedule Show less



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Escalations Supervisor

  • Dec 2017 - Jun 2018

  • Talks to customers over the phone or email to resolve their questions or concerns • Maintains and updates customer information as necessary • Calmly attempts to resolve and de-escalate any issues • Takes escalated calls for other customer service reps when necessary and appropriate • Responds to requests for assistance and/or possible processing of credit card authorizations • Tracks call-related information for auditing and reporting purposes • Provides feedback reports on call issues related to downtime and/or training issues • Upsells to customers as necessary Show less



AAA

• Consumer Services
• 700 & Above Employee

• Customer Advocate

  • Jun 2015 - Feb 2016

  • Experience with Mapping and Roadside assistance. • Ability to work in high stress situations. • Provided over 100+ customers assistance with roadside full-time. • Able to find location of customers by using HW Markers and Coordinates. • Dispatching Tow and Service Trucks out to assist customers • Experience with Mapping and Roadside assistance. • Ability to work in high stress situations. • Provided over 100+ customers assistance with roadside full-time. • Able to find location of customers by using HW Markers and Coordinates. • Dispatching Tow and Service Trucks out to assist customers



Winn-Dixie

• United States
• Retail Groceries
• 700 & Above Employee

• Customer Associate

  • Apr 2013 - Dec 2014

  • Provide continuous attention to customer needs; greet, assist and thank customers in a prompt, courteous and friendly manner. • Address customer issues/complaints and resolve to full satisfaction of customer immediately, within company guidelines while maintaining composure and professionalism; appropriately escalate issues to management with a positive attitude. • Coordinate daily store cash and accounting functions in accordance with company guidelines, policies and procedures and management instruction. • Maintain knowledge of front end operations and stay current on changes in policies and procedures in order to preserve and proactively support department service levels and accountability. • Manage ACM lanes according to company standards and policies; ensure each self-checkout lane is properly opened, appropriate reports are printed and cash maintenance requirements are performed. • Troubleshoot problems with front end equipment through self-help icon on computer desktop or by contacting the retail service help desk as needed. • Stock front end products; restock and use supply items efficiently to eliminate waste and to maintain the lowest supply cost. • Exhibit professional telephone etiquette and ensure connection to the appropriate department or associate. • Maintain confidentiality of information. • Put up discarded or returned merchandise. • Perform cashier associate duties, as necessary. • Keep work area clean, orderly and free from safety hazards; report faulty equipment and hazards to management. • Notify management of associate theft, customer shoplifting, unauthorized mark-downs, property defacement or any action that is illegal and/or against company policy. Show less



McDonald's

• United States
• Restaurants
• 700 & Above Employee

• Crew Member

  • Apr 2012 - Apr 2013

  • Connect with customers to ensure they have a positive experience • Help customers order their favorite meals • Prepare food when needed • Partner with other Crew and Managers to meet daily goals. • Keep the restaurant looking clean • Connect with customers to ensure they have a positive experience • Help customers order their favorite meals • Prepare food when needed • Partner with other Crew and Managers to meet daily goals. • Keep the restaurant looking clean