Experience

Big Creek Travel LLC
• United States
• Travel Arrangements
• 1 - 100 Employee
• Independnet Travel Consultant

  • Apr 2019 - Present

Alpha Rental
• United States
• Construction
• Office Manager /Customer Service Trainer

  • Mar 2014 - Present


Samsung Electronics America

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Training and Quality Assurance Manager

  • Nov 2012 - Jan 2014

  Training Area: Developed and implemented upstart training program for a newly established virtual call center to support Samsung Home Appliances sold exclusively at Home Depot retail stores. Evaluate on-site trainer performance and effectiveness of training curriculum via monthly site visits. Coached the on-site trainer to improve techniques and skills for classroom and online delivery through trainer mentoring, development and team collaboration to ensure vendor requirements were met and maintained. Authored all material to be disseminated to employees, including job aids and procedures Analyze training and quality departmental data to identify areas of improvement and opportunities for improvement in an ever changing environment for re-writes of policies. Quality Assurance Area: Established Quality guidelines to be followed by all employees in the area of call script, call handle time and after call work handle time. Authored Call Monitoring script and Definitions to be used for call flow to regulate Average Handle Time (AHT),Call Quality and consistency. Monitored calls remotely using DartVue and Witness technology: was able to see representative screen and give real time feedback and coaching. Analyze insufficient processes discovered during the call monitoring process Conducted weekly Calibration Calls with Leadership Staff to ensure consistency and standardization per Vendor agreements Participate in weekly Call Center Operations Meetings – set Quality standards for Key Performance Indicators (KPI) Documented and Led monthly Quality Review Meetings with vendor and upper Samsung Management Audited quality monitors of Leadership Team members to ensure effective tools were in place and executed per Samsung standards



Siemens Healthcare

• Italy
• Medical Device
• 1 - 100 Employee

• Quality Process and Training Specialist

  • Jan 2004 - Aug 2012

  Designed and developed a comprehensive 4 week new hire training curriculum which included product knowledge, SAP order management, credits and debits, returns, reference materials, and advanced communication call handling skills resulting in 100 % attrition seven years in a row. Designed, developed and delivered ongoing training in support of advanced and refresher level requirements to ensure consistency and success for Customer Service in three geographical locations for 125 employees. Controlled and maintained all training documentation in learning management system (LMS) Lead trainer in two successful SAP ERP conversions resulting in the sun setting of three legacy order management systems. Led training support for project, process and procedural redesign initiatives. Provided staff with effective and constructive feedback via call monitoring. Developed new call monitoring standards adopted by leadership team. Customer Satisfaction increased from 99.2 % to 99.8% as measured by a third party vendor via monthly surveys Authored more than 65 documented procedures in accordance with industry specific QMS standards Led departmental Quarterly Business Reviews and maintained all records Conducted all initial and refresher Quality training, regulatory required training's consistent with company quality policy Departmental representative at yearly UL, ISO, LRQA, Corporate and Sarbanes Oxley audits: responsible for all non conformity investigation and closure, CAPA Collaborated with leadership team on measurements and key performance indicators Responsible for reviewing customer driven complaints: conducted further investigation and implemented any corrective and preventive actions and close loop with employees via coaching, retraining and updating procedures Co-designed new customer complaint handling tool for documentation and tracking purposes: Produced customer satisfaction results via resolution on escalated customer issues



Dade Behring

• United States
• 1 - 100 Employee

• Customer Service Supervisor

  • Aug 2002 - Dec 2004

  Reduced costs by 65% by recommending direct hire employees vs. contract to hire Responsible for hiring and termination of direct report employees for inbound medical diagnostic call center Led a team of 25 customer service specialists in all aspects of daily operations, including reporting metrics, resolving problems, and training staff. Developed departmental key performance indicators and scorecards Managed employee attendance, scheduling, coaching, corrective counseling and performance reviews Monitored calls monthly to ensure quality assurance and standards Introduced departmental formal performance review program Boosted employee morale through implementation of the "Employee Activity Committee” which ran monthly incentives and encouraged employee participation with fun activities Represented Customer Service at top level meetings to improve communication and awareness of critical needs Served as liaison between the Call Center and Training & Development team to ensure that new products and procedures were added to the new hire classes and ongoing training materials



American Red Cross

• United States
• Non-profit Organizations
• 700 & Above Employee

• Manager, 9/11 Family Gift program

  • Sep 2001 - Jun 2002

  Co- managed and documented donations received for victims and their families. Coordinated the scheduling of 30 professional social workers who conducted needs assessments to determine need for aid. Managed the financial support dispersed to the victims' families. Authorized to disperse funds to meet 9/11 victim and family needs. Co- managed and documented donations received for victims and their families. Coordinated the scheduling of 30 professional social workers who conducted needs assessments to determine need for aid. Managed the financial support dispersed to the victims' families. Authorized to disperse funds to meet 9/11 victim and family needs.



Northwest Airlines

• Airlines and Aviation
• 700 & Above Employee

• Customer Service Training Supervisor

  • Feb 1989 - Sep 2001

  Began as a Customer Service Representative out of college Was promoted and accepted a transfer to a new call center in Baltimore as a Customer Service Trainer. Responsible for training all employees both recurrent and new hire in a 250 seat call center Coached Customer Service Representatives on call handling and selling techniques via call monitoring weekly Defined and Developed Training procedures to be used in 8 US based reservation call centers. Maintained and controlled all Training Records at local site Represented Customer Service at all system wide sale fare launches