Experience

Radio Engineering Industries

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Customer Service Manager

  • Nov 2022 - Present



AAA Life Insurance Company

• United States
• Insurance
• 500 - 600 Employee

• Manager, Member Services

  • Mar 2020 - Apr 2021

  • Coached 25 advocates in monthly one-on-ones, managing to performance goals including SQI, Adherence, Attendance, and Call Time. • Overhauled and implemented hiring and onboarding processes to pivot to a remote work environment. • Modernized job description for the Sr. Escalations Specialist role, shifting focus to mentoring, leadership, and personalized approaches to advocate education. • Engaged in Sprints for department improvements regarding software, IVR, knowledge base development, and training. • Composed weekly KPI reports and presented them to the Directors and VPs in Operations Meetings. Show less



Delasco

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Customer Service Manager

  • Aug 2018 - Jan 2020

  As Customer Service Manager at Delasco, I oversaw the daily operations of my team to ensure that all orders went out the door on time and client-facing issues were resolved. I also focused on continuous improvement, including modernizing outdated processes and team training, to increase productivity and performance. • After company lost entire customer service team, rebuilt department by hiring and training 6 full-time employees. • Overhauled customer service procedures including account setup, order entry and returns processing to ensure company wide consistency. • Developed metrics to measure daily productivity, increasing output by 64%. • Coordinated with other departments including warehouse, logistics and purchasing to maintain a smooth execution of daily operations. • Lead weekly meetings reporting customer service metrics to upper management. Show less



ConsumerAffairs

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Review Center Manager

  • Feb 2015 - Mar 2018

  As the Review Center Manager, I grew my team from 2 Consumer Advocates to 22 direct reports, including 2 team leads. As part of a fast-paced startup, I developed into a manager and learned through trial and error how to scale my processes and motivate my team to become a productive, efficient department.• Conducted interviews, made all hiring and firing decisions, created and implemented all standards, policies, and disciplinary measures. • Developed metrics, created QA process, and built incentive structure in order to streamline efficiency, boost productivity, and increase review quality. • Planned and directed Review Center daily operations, and scaled all processes including hiring, call planning, and reporting to meet a 1500% growth in call volume. • Presented Review Center results to key stakeholders, including clients, other departments, and the Executive Team. Show less

• Consumer Advocate

  • Oct 2014 - Feb 2015

  As a Consumer Advocate, I reached out to consumers in order to hear their stories, and to learn about their experiences with the products and services they had purchased. Each conversation converted into a review a unique, unbiased review that was published on the ConsumerAffairs website. As a Consumer Advocate, my job was to obtain feedback that could be used to help educate potential consumers about a variety of products and services, as well as to let brands know what customers thought of their products.• Made 250 outbound dials daily to collect phone reviews for partnered brands. • Investigated and identified over 20,000 negative back links to the company website, which were eliminated to improve SEO. • Moderated review disputes, reaching out to reviewers for confirmation of issue resolution and updated star-ratings. Show less



Republic Services

• United States
• Environmental Services
• 700 & Above Employee

• Customer Service Representative

  • Feb 2011 - Aug 2014

  As a Customer Service Representative at Republic Services, I handled hundreds of inbound calls everyday and dealt with a variety off issues, from selling new residential services, to entering customer requests and resolving billing disputes. • Put in charge of setting up all new residential accounts in Infopro for the division. • Coordinated with the sales, operations, and maintenance departments to ensure timely service. • Streamlined department operations and trained new employees. Show less



Indiana University Bloomington

• United States
• Higher Education
• 700 & Above Employee

• Customer Service Representative

  • Jun 2008 - Aug 2014

  At the IU Bloomington Athletic Ticket Office, I sold tickets for sporting events both over the phone and at the counter. • Managed ticket booths, overseeing other cashiers, cashing out money drawers, and providing customer service. • Trusted with ensuring NCAA compliance for will call ticketing. At the IU Bloomington Athletic Ticket Office, I sold tickets for sporting events both over the phone and at the counter. • Managed ticket booths, overseeing other cashiers, cashing out money drawers, and providing customer service. • Trusted with ensuring NCAA compliance for will call ticketing.