Experience

Michigan.com

• United States
• Advertising Services
• 200 - 300 Employee

• • Aug 1991 - Present

  Manage 160 independent agents and collectors whose primary duties consist of collecting delinquent accounts and distributing newspapers to home delivery customers. Recruit, interview, and process contracts for new agents. Handle the process of reviewing and resolving customer’s complaints daily. Coach and motivate agents for the purpose of soliciting new customers and supplying first-rate service to existing customers. Arrange and supervise a group of agents to redeliver missing product(s). Create circulars for warehouse distribution pertaining to upcoming events or changes in operational policies. Consistent controlling and reviewing of agent’s performance based on contract agreement.Key accomplishments• Implemented a high-impact pressure plan to increase the improvement of redeliveries which resulted in an 80% improvement in timely distribution of customer’s request• Maintained 100% division recruitment retention by way of coaching and mentoring both new and current agents• Attained circulation by way of collecting $135,685 in 2009 and saving 935 delinquent customers from the risk of subscription termination• Implemented a retention plan that reduced customer’s grievances by 30% Show less

• • May 1987 - Aug 1991

  Customer Service Representative May 1987-August 1991Handled and dispatched customer’s request, inquiries, and complaints via telephone. Processed and verified field solicitors orders for new subscribers. Assisted managers with handling overrun and follow-up calls to customers concerning delivery issues. Trained and mentored new customer service employees. Key accomplishments• Retained 15% customers stops by resolving customers grievances• Promoted to Retention representative due to strong track record in saving unhappy customers Show less