Experience

Just Viv

• United States
• Consumer Services
• 1 - 100 Employee

• Manager, Operations and Client Services

  • ‏يناير 2018 - - الحالي

  • Direct and manage staff activity to maintain adherence to company policies including attendance, punctuality and service performance levels.• Direct and adjust staffing based on queue activity and volume of phones, emails, chats and texting queues.• Mentor Clients Services and Operations staff and assist with escalated Consultant inbound calls and emails.• Manage relationships and collaborate with Third Party Vendors to ensure product issues are resolved and service levels are met.• Manage the transcription, quality check and enrollment of all energy bills over several different markets.• Manage the contract, renewal, switch and/or cancellation of all active energy contracts to ensure compliance with current supplier terms.• Provide in depth reporting and analysis on department productivity to ensure department and company goals are on target or met.



Viridian International Management

• United States
• Renewable Energy Semiconductor Manufacturing
• 300 - 400 Employee

• Manager of Associate Services

  • ‏يناير 2017 - ‏ديسمبر 2017

  • Ensured staff compliance and knowledge on all Associate and customer product terms and conditions.• Managed all inbound Associate and customer volume via various service queues.• Assisted with escalated call and email issues and directed them to proper departments for resolution.• Led the transition and implementation of new CRM Ticketing software• Provided detailed weekly reporting on Department activity and productivity to ensure expected service levels were being met.• Assisted with the testing and implementation of several new Company launches and releases related to new products and services.



Crius Energy, LLC

• United States
• Oil and Gas
• 1 - 100 Employee

• Supervisor/Manager of Associate Services

  • ‏يونيو 2013 - ‏ديسمبر 2016

  • Supervised and eventually Managed team of 30+ service representatives to ensure compliance with service performance levels, company policies and product terms and conditions.• Performed quality assurance monitoring on all inbound and outbound calls, emails and chats to assure adherence to department goals and standards• Perform analysis and reporting on all center activity and made necessary adjustments to ensure productivity.• Develop and maintain training documentation for department and company use.• Assisted with the training and transfer of the customer service of multiple company brands from Connecticut office to secondary Tampa, FL office.• Ensured the staff had an up to date knowledge of all working components of the Energy Market such as market trends, suppliers rate projections, billing and switching time frames.



Aflac

• United States
• Insurance
• 700 & Above Employee

• Independent Insurance Agent

  • ‏يونيو 2012 - ‏يناير 2013

  • Developed a strong database of qualified leads through referrals, cold calling, corporatedropping, direct mail, email, and networking.• Provided essential product information to decision makers as well as internal staff throughdetailed presentations.• Participated in the educational development of clients to ensure they understood thecompetitive market, product, and industry trends and impacts.• Gathered and submitted detailed business information for the purposes of underwriting,pricing, and presentation of key products.• Maintained accurate records of all previous and forthcoming sales and prospectingactivities including sales calls, presentations, closed sales, and follow-up activities.



Bed Bath & Beyond

• United States
• Retail
• 700 & Above Employee

• Sales Associate

  • ‏أكتوبر 2010 - ‏يونيو 2012

  • Analyzed product sales trends and organized product layout according to customer demand• Assisted customers with product information and location• Ensured that each customer received outstanding service• Executed the daily operational goals and priorities assigned by store management• Assisted in the training and development of new associates • Analyzed product sales trends and organized product layout according to customer demand• Assisted customers with product information and location• Ensured that each customer received outstanding service• Executed the daily operational goals and priorities assigned by store management• Assisted in the training and development of new associates