Experience

PRWT Services, Inc.

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Operations Manager

  • Jul 2019 - Present

  Operations Manager for the Pennsylvania Automated Work Zone Speed Enforcement ProgramResponsible for operations of Inbound Call Center, Walk-in Center and Lockbox.Maintain quality controls/satisfaction recordsQuickly and efficiently solve challenges Improve performance of staffWork closely with client and senior management

• Manager, NJ EZPass Project

  • Sep 2006 - Mar 2020

  Manage a staff of 15 responsible for individual and corporate accounts for inbound call center on average 3,000 calls per day and front counter staff on average 200 customers per day. Inbound call center merged with main office (Newark, NJ) in February 2012.•Conduct performance reviews.•Coach and counsel staff to improve performance.•Quickly and effectively solve customer challenges.•Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

• Supervisor, NJ EZPass Project

  • Nov 2003 - Sep 2006

  Supervise a staff of 15 responsible for individual and corporate accounts for inbound call center on average 1,500 calls per day and front counter staff on average 145 customers per day.•Monitored incoming phone calls to ensure standards were met.•Coach and counsel staff to improve performance.•Approved and processed payroll for staff•Maintain satisfaction records

• Customer Service Representative

  • Dec 2000 - Nov 2003

  DRPA EZPass Project (Delaware River Port Authority) •Maintain customer satisfaction•Provide assistance for customers related to their accounts•Assist front counter staff •Reconcile end of day financial transactions•Provide telephone and face-to-face customer service/support