Director of People Operations and Support

• Jun 2018 - Present

Director of Customer Support

• Mar 2016 - Jun 2018

My duties include but are not limited to as follows:• Manages a group of team members. Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity and leadership. • Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams. • Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved. • Directly manages a team of call center employees with varying roles and directs their activities toward accomplishing call center goals and objectives. Hires, trains, develops and retains a diverse workforce. Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team. • Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action as needed. • Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions. • Handles escalated customer issues not resolved at the Team Leader level and works directly with customers to bring about resolution. • Responsible for creating and over all management of the department budget. • Responsible for labor hour utilization. • May perform other related duties and responsibilities as assigned and/or required including leading or participating in projects as necessary.Additional Core Knowledge & Skill AreasRetention MentoringCustomer Satisfaction ResultsTalent Acquisition Training & Development Payroll Processing Performance Management Organizational DevelopmentConflict Resolution Microsoft PowerPoint, Excel, and WordTrelloMyemmaRobo Call

Customer Care Team Manager

• Dec 2010 - Mar 2016

My duties include but are not limited to as follows:• Manages a group of Team Leaders. Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity and leadership. • Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams. • Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved. • Directly manages a team of call center Team Leaders and directs their activities toward accomplishing call center goals and objectives. Hires, trains, develops and retains a diverse workforce. Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team. • Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action as needed. • Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions. • Handles escalated customer issues not resolved at the Team Leader level and works directly with customers to bring about resolution. • May perform other related duties and responsibilities as assigned and/or required including leading or participating in projects as necessary.Additional Core Knowledge & Skill AreasRetention Talent Acquisition Training & Development Payroll Processing MentoringPerformance Management Organizational DevelopmentConflict Resolution Microsoft PowerPoint, Excel, and Word

Customer Care Team Lead

• Feb 2007 - Dec 2010

My duties included but were not limited to as follows:• Manages group of front line employees, coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity and leadership. • Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams. • Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved. • Directly manages a team of call center front line employees and directs their activities toward accomplishing call center goals and objectives. Hires, trains, develops and retains a diverse workforce. Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team. • Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action as needed. • Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions. • Handles escalated customer issues not resolved at the front line employee level and works directly with customers to bring about resolution and when an issue couldn’t resolved over the phone problem solving techniques were used to provide a resolution and close the gap. • May perform other related duties and responsibilities as assigned and/or required including leading or participating in projects as necessary.Additional Core Knowledge & Skill Areaso Conflict Resolutiono Mentoringo Talent Acquisition o Training & Development o Payroll Processing o Performance Management o Problem Solvingo Retentiono Microsoft PowerPoint, Excel, and Word

Customer Service Representative

• Dec 2005 - Feb 2007

My duties included but were not limited to as follows:o Handling customer contact concerns.o Addressing customer issues through problem solving techniques and tool usage.o Fraud Managemento Addressing conflictAdditional Core Knowledge & Skill Areaso Conflict Resolutiono Customer Serviceo Performance Management o Problem Solvingo Retentiono Microsoft PowerPoint, Excel, and Word

Pharmaceutical Sales Representative

• Jun 2005 - Dec 2005

Pharmaceutical Sales Customer Service Order Fulfillment Pharmaceutical Sales Customer Service Order Fulfillment

Master Photographer

• Jan 1998 - Jun 2005

My roles included but were not limited to the following:• Manages group of team members. Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity and leadership. • Participates in product reviews and manages the service quality for assigned teams. • Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved. • Directly manages a team and directs their activities toward accomplishing goals and objectives. Hires, trains, develops and retains a diverse workforce. Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team. • Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action as needed. • Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions. • Handles escalated customer issues not resolved at the Team and works directly with customers to bring about resolution. • Handles hiring, payroll and various other activities as needed.