Experience

Prestige Services, Inc.

• United States
• Food and Beverage Manufacturing
• 1 - 100 Employee

• Customer Service Specialist

  • Mar 2023 - Present



CaaStle

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Operations Supervisor

  • Nov 2020 - Jan 2023

  Manage team of up to 16 dedicated work from home Clothing Rental Subscription Retention Specialists and Lead specialist in US and India. Design and implement customer retention strategies for voice teams to increase loyalty and maintain subscriber base. Tailor and adapt coaching and development for Specialists to ensure specific recommendations were provided to successfully achieve KPIs and daily center operational goals. Manage attendance, performance, quality standards, and engagement with customers. Assist with escalated situations arising during customer interactions. - Manage daily queue; utilize call center performance reports daily to achieve SLAs including payroll and call occupancy. - Direct individual and team performance in respect to KPIs, attendance, payroll, action plans, and disciplinary actions. - Created a formal coaching program to address high value subscriber interactions that have an immediate impact on CSAT and retention rates; QA critical fail scores, conduct related to efficiency during interactions, ability to adhere to call flow requirements, and selling skills. This resulted in an improved average CSAT score of 85% to 92%. - Through retention coaching was able to raise the team’s paid subscriber retention to a weekly average of 36% and free trial subscriber retention from 11% to 19% while achieving a weekly team quality assurance score of over 95%. - Conduct individual weekly and month-end scorecard evaluations to review KPIs and provide feedback to ensure agents understand performance in relation to expected results, call handling practices, and conduct to align with the company’s vision statement. - Assist in hiring, interviewing, onboarding, and training new employees. Show less



Access Ohio

• United States
• Mental Health Care
• 1 - 100 Employee

• Front Desk/Call Center Supervisor

  • Jun 2020 - Nov 2020

  Manage a group of administrative assistants at 4 medical offices including a growing call center team. Set standards for scheduling, registering new clients, billing, and customer service needs. The call center team handles the overflow of calls from the front desk staff. - Helped transition the call center team to a new phone system managed by 3CX. - Hired and trained new employees for their administrative role. - Oversaw coverage for the front desk team at different medical offices. Show less



G6 Hospitality LLC

• United States
• Hospitality
• 400 - 500 Employee

• Operations Manager

  • Sep 2019 - Apr 2020

  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.• Developed quality assurance standards and established targets for all staff.• Established and reinforced reservations processes and policies.• Provided on-going training to staff virtually on updates and new team promotions.• Conducted weekly Quality Calibrations with leadership team.• Conducted daily listening sessions to provide on-going coaching opportunities.• Fostered strong relationships with G6 Employees and Cloud 5 staff by providing direction and maintaining communication.• Cross-trained in every department role to maximize operational knowledge. Show less

• Operations Supervisor

  • Oct 2014 - Sep 2019

  • Managed a team of 20 to 35 employees. It included in-house and at-home team members.• Developed, promoted, and maintained collaborative working relationships among team members and proactively addressed potential issues and conflicts to ensure team members meet KPI's.• Tailored and adapted coaching and development to employees ensuring specific recommendations are provided to assist in achieving Key Performance Indicators.• Conducted individual Month End Score Card evaluations and subsequent 1:1 coaching sessions.• Responsible for providing feedback ensuring the Agent understands exactly where they finished in relation to expected standards in all KPI's, Call Metrics and Behaviors relating to Company Vision.• Managed team performance to achieve or exceed established goals, proactively monitors daily activities of direct reports.• Evaluated performance and conducted performance reviews.• Trained, mentored and motivated employees to maximize team productivity.• Provided 4 call listening monitoring evaluations for each employee.• Assisted team by listening in on customer calls and suggesting techniques to close sales.• Authorized and approved payroll data for each employee.• Conducted Attendance and Performance audits.• Interviewed new candidates and made recommendations of hiring.• Provided 1st point of contact for computer troubleshooting. Show less

• Quality Assurance Coordinator

  • Aug 2012 - Oct 2014

  • Evaluate agent calls in the areas of hospitality, effectiveness and efficiency.• Scored and provided effective written feedback.• Identified and documented customer/business trends.• Provided an average of 300 evaluations a month to agents.• Evaluations consisted of calls and e-mails responses.• Provided an average of 500 calls trends for the month.• Evaluated current Spanish speakers and provided trending for Spanish calls.• Presented the Quality Assurance Standards to new training classes.• Provided one on one coaching and shoulder surfing with agents.• Collaborated with other team members to perform internal QA audits. Show less

• Reservation Sales Agent

  • Mar 2011 - Aug 2012

  • Assisted guests on hotel inquiries for the G6 brand which included over 1,300 properties.• Booked new reservations, modified and cancelled Hotel reservations for Motel 6 and Studio 6.• Hit sales targets on a consistent basis by assuming for the sale and using sales techniques.• Boosted bookings by 45% using detailed knowledge of facility, services and offerings when closing reservations for customers.• Provided excellent service and attention to customers through phone conversations.• Earned reputation for good attendance and hard work.• Answered over 60 calls daily per 220 seconds to answer customer questions.• Earned off the phone duties to assist the Training and Quality Department. Show less



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Nov 2008 - Jan 2010

  • Evaluated customer account information to assess current issues and determine potential solutions. • Ported Cell Phone Numbers to Cricket Wireless. • Evaluated customer account information to assess current issues and determine potential solutions. • Ported Cell Phone Numbers to Cricket Wireless.