Experience

Johnson & Johnson Health Care Systems Inc.

• United States
• Hospitals and Health Care
• 300 - 400 Employee

• Supervisor, Customer Support Services

  • May 1997 - Present

  Share daily supervision of 60 associate locally and remotely. Responsible for 15 direct reports Provide guidance, direction, and development planning and performance feedback to 15 direct reports maintaining their monthly metrics which include 80% service level, 96% call quality, and balancing work and family time including 40 hours sick time. Preform yearly discussions with agents on their creation of their goals and objectives, mid-year performance and year end performance Have monthly one on one with assigned associates using monthly scorecards which contains their monthly adherence, call quality, Average handle times and error scoresCoach and Instruct associates to ensure improvement of their competencies through self assessments. Review order error and order hold reports and take follow up action Coach and mentor future leaders Conduct recruiting, hiring and termination process in conjunction with Human ResourcesIdentify and champion high potential and high performing talent (succession planning) Lead and manage projects related to Supply Chain initiatives, and Customer Service Improvements. Creating SOP’s and Work Instructions for all functions of customer service, by using SOX and Healthcare Compliance as guide lines



Whirlpool Corportaion

• Customer Service Specialist

  • Mar 1990 - Apr 1997

  • 1994-1997 Westwood, MAo Transferred to the Service Department; scheduled service calls for customers on their appliances; troubleshooting for self help issues.• 1992-1994 Knoxville, TNo Prepared Correspondence for company president; researched various customer complaints, handling concerns with tact and diplomacy.o Transferred to the Whirlpool Call Center in Knoxville, TN where additional assistance was given to the customer on self-help issues.• 1990-1992 Westwood, MAo Assisted customers with questions; researched and resolved any service or warranty concerns on their appliances.