Experience

FAMILY SERVICE SOCIETY, INC.
• United States
• Non-profit Organizations
• 1 - 100 Employee
• Director of Human Resources

  • Feb 2019 - Present


Travelers

• Pakistan
• Events Services
• 1 - 100 Employee

• Lead Insurance Representative

  • Jun 2013 - Jan 2019

  • Perform operational duties in support of Team Manager o Strategic planning to ensure service levels are met o Share responsibility for managing service levels across business centers • Coach staff as needed to meet the needs of the business • Collaborate with Team Manager to assess operational performance and recommend solutions to meet business objectives • Answer customer/agent policy inquiries as it relates to handling customer complaints and support team members with customer escalations • Review quality disputes • Lead special projects collaboratively with local and cross site peers and managers o Customer Experience 2.0 project - delivering a positive customer experience within our Service Center environment  Lead calibrations and coaching for the project partners  Develop and deliver attribute focused workshops  Coach team members in a side by side real time session to improve customer experience delivery  Creation of reference material for ISRs through a communication library to house examples of how to communicate written and verbally with customers o Manage the implementation and deliver training for the management team for the after call Voice of the Customer survey o Quality test rewrite to align with corporate vision of customer centric culture. Show less



CTG - Computer Task Group

• Staff Support Manager

  • Apr 2010 - Jun 2013

  • Manage 200+ employees, including IT helpdesk phone team o Bi-monthly one on one meetings with each employee including performance management o Annual performance reviews o Provide coaching as needed • Orientation for new employees • Human resources liaison • Coordinate payroll/billing • Quarterly presentation to Corning Inc. mid-level management to review the business model and benefit offered to Corning • Manage 200+ employees, including IT helpdesk phone team o Bi-monthly one on one meetings with each employee including performance management o Annual performance reviews o Provide coaching as needed • Orientation for new employees • Human resources liaison • Coordinate payroll/billing • Quarterly presentation to Corning Inc. mid-level management to review the business model and benefit offered to Corning



Kohl's

• United States
• Events Services
• 1 - 100 Employee

• Administrative Assistant

  • Jan 2007 - Apr 2010

  • Coach staff as needed to maintain performance standards • Organize and lead floor resets to meet company criteria • Provide and coach staff to consistently deliver exceptional customer • Accountable for balancing revenue for location • Create schedule for 100+ employees • Coach staff as needed to maintain performance standards • Organize and lead floor resets to meet company criteria • Provide and coach staff to consistently deliver exceptional customer • Accountable for balancing revenue for location • Create schedule for 100+ employees