Experience

BuildingPoint Mid-America & North-Atlantic

• United States
• Construction
• 1 - 100 Employee

• Office Manager

  • Apr 2023 - Present



Humane Society of Missouri

• United States
• Veterinary Services
• 1 - 100 Employee

• Contact Center Manager

  • Oct 2020 - Apr 2023

  - Supervised a diverse workforce through coaching, counseling, and engagement. - Managed internal systems to measure inbound and outbound call activity, customer feedback, and resource availability. - Planned proper workload and allocation across veterinarian services and support teams. - Set and implemented strategic goals and initiatives to align the company with its mission, values, and vision. - Created an environment of open communication between two locations that improved collaboration among teams. - Designed training material with a focus on empathy in written text. - Implemented a scripting platform to increase productivity and lower training time. - Managed and balanced multiple payment systems. Show less



Customer Direct

• United States
• Consumer Services
• 100 - 200 Employee

• Supervisor

  • Jul 2013 - Oct 2020

  Responsible for team management of ten to thirty representatives in multiple departments in all aspects including:- Interviewing, hiring, training, and mentoring representatives in Technical support, Customer service, and Hospitality groups.- Conduct performance reviews on an annual basis, with lead in conversations weekly, monthly, and quarterly.- Call quality analysis for multiple groups throughout the company.- Ensure that employees understand their contributions to the success of the company and have a clear understanding of their performance expectations as well as performance to goal metrics.- Team members have been included in company's monthly Top Performers on a consistent basis.- Consistently reached goals set by COO for Supervisor monthly bonus.Responsible for maintaining stakeholder relationships in all aspects including:- Implementation of new accounts and their process.- Process reviews on a consistent basis.- Account maintenance including updating the process, training material, or full process overhaul when necessary.- Provided customized solutions to some of the company's largest clients.Developed and implemented a Supervisor training guide that was used in training future supervisors. Show less

• Command Post Team Lead

  • May 2012 - Aug 2013

  Maintained company performance and quality standards in call processing, punctuality, attendance, and conduct. Manage labor and service levels across a group of 200+ employees.

• Technical Support & Customer Service Representative

  • Oct 2009 - May 2012

  Dispatched and processed orders, requests and messages according to account specific guidelines. Provided efficient and pleasant customer service and troubleshooting for many types of devices.