Experience

DentalPlans.com

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Retention Specialist

  • Sep 2012 - Present

  - Field 40- 50 incoming calls daily from current members by resolving members’ issues, questions, complaints, billing inquiries, or concerns with the highest degree of quality service- Engage and connect with each member to create a great customer experience by identifying reasons for desire to cancel and overcoming concerns in an effort to ensure successful member retention- Retain members by re-selling the product value, ensuring all concerns are resolved to full customer satisfaction and by resolving members’ issues with one call resolution on every interaction- Promote, recommend, and sell the value of DentalPlans.com packages based on a logical relationship to the customer needs, determined through probing- Recognize, document, and alert managers of trends in member interactions to ensure expedient resolutions- Train new employees with navigation of computer systems and retention guidelines, allowing new hires to obtain hands-on training and learn how to navigate the systems faster and accurately- Translate, revise, and create company documents to allow effective communication for Spanish-speaking members- Offer technical assistance to members in utilizing their online members area to locate membership information, to better educate the member on their plan(s), and other resources and affiliate offers available only online



CastleRock Security

• Security and Investigations
• 1 - 100 Employee

• Quality Assurance Analyst

  • Aug 2008 - Aug 2011

  - Monitored and evaluated call observations for over 50 agents in Customer Relations, Collections, Sales, Technical Support and Command Center departments to ensure excellent customer service was achieved- Recommended process improvements and provided feedback to management and worked with supervisors and managers to improve call performance from 75% to 85%- Identified root causes and quality opportunities and highlighted trends which affected individual and organizational performance and reported the information to managers to proactively address and/or prevent issues which can affect maintaining a satisfactory experience for customers- Created and distributed management reports and analyzed statistical data which provided executives with a detailed analysis for the call center’s job performances and progresses- Co-developed the Quality Assurance Behavior Detail Guide and score sheet for the Central Monitoring Station to do be able to establish a measurement of emergency dispatchers’ response time and quality of work- Trained emergency dispatchers on handling calls effectively while reaching customer satisfaction and security- Coached and conducted monthly meetings with agents to review their monthly performance and provided suggestions in areas of opportunities to improve call handling techniques and developed improvement plans when needed- Supervised call volume to ensure service levels were met - Created and implemented customer privacy guidelines for appropriate and effective password verification which resulted in a faster response time of 6 seconds, minimized false alarms, an improved QA scores by 10%- Transcribed and/or translated requested calls for executives and managers - Conducted QA training sessions for new hires, which consisted of call handling processes, performance expectations, reviewing grading system and guidelines for achieving high call and performance productivity



Security Associates International, Inc.

• Customer Relations Specialist

  • Jun 2007 - Aug 2008

  - Resolved subscribers’ complaints and requests, and researched accounts for new company trends- Processed payments and updated necessary changes on accounts - Assisted the Collections and Technical Support departments with inbound/outbound calls, and special projects- Retained accounts by negotiating with subscribers and obtaining their requests - Resolved subscribers’ complaints and requests, and researched accounts for new company trends- Processed payments and updated necessary changes on accounts - Assisted the Collections and Technical Support departments with inbound/outbound calls, and special projects- Retained accounts by negotiating with subscribers and obtaining their requests



Northern Illinois University

• United States
• Higher Education
• 700 & Above Employee

• Laboratory Assistant

  • Aug 2006 - Dec 2007

  - Provided students and professors with technical assistance for multi-media access- Accommodated professors with foreign language e-learning materials - Supervised the operations of the learning center by ensuring students and professors adhered to facility guidelines - Provided students and professors with technical assistance for multi-media access- Accommodated professors with foreign language e-learning materials - Supervised the operations of the learning center by ensuring students and professors adhered to facility guidelines