Experience

Canon Business Process Services

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Site Manager

  • 2018 - 2020

  Buffalo/Niagara, New York Area • Foster enthusiasm, team spirit, confidence, and a reputation for excellence through training, coaching and effective resolution of employee concerns. • Provide advocacy and responsiveness to Citi Bank client needs, increasing business participation, and maintaining efficiency goals. • Cultivate excellent long-term relationships with Citi Bank clients, maintaining ongoing communication and facilitating solutions to address concerns. • Streamline internal workflows by establishing… Show more • Foster enthusiasm, team spirit, confidence, and a reputation for excellence through training, coaching and effective resolution of employee concerns. • Provide advocacy and responsiveness to Citi Bank client needs, increasing business participation, and maintaining efficiency goals. • Cultivate excellent long-term relationships with Citi Bank clients, maintaining ongoing communication and facilitating solutions to address concerns. • Streamline internal workflows by establishing electronic policies and procedures. • Create, maintain, and present company training documentation. • Develop organizational policies and procedures to support customer service excellence. • Create and analyze statistical reports of Key Performance Indicators for both performance and staffing. Show less



Thermo Fisher Scientific

• United States
• Biotechnology Research
• 700 & Above Employee

• Customer Care Supervisor

  • 2013 - 2016

  North America - Supply Centers, B2B Support & Federal Government Services -Provided employee development and performance management for three specialized teams: US Federal Government, B2B, Supply Center - on site locations at Hospitals, Labs and Universities. -Resolved escalated customer issues and concerns to ensure the best interest of ThermoFisher Scientific, the customer satisfaction and resolution of the issue. -Developed effective relationships with all call center departments through clear communication. -Assisted with the development of the call… Show more -Provided employee development and performance management for three specialized teams: US Federal Government, B2B, Supply Center - on site locations at Hospitals, Labs and Universities. -Resolved escalated customer issues and concerns to ensure the best interest of ThermoFisher Scientific, the customer satisfaction and resolution of the issue. -Developed effective relationships with all call center departments through clear communication. -Assisted with the development of the call center's operations, quality and training processes. -Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations. -Participated in special projects: Employee On-boarding and Hiring, Premier Customer Accounts, E-commerce troubleshooting. Show less



Time Warner Cable

• Telecommunications
• 700 & Above Employee

• Customer Care Supervisor

  • 2008 - 2013

  WNY Division -Provided leadership, training, counseling, and employee development to improve performance and enhance productivity through employee satisfaction for a team of up to 20 agents. -Reviewed agent calls to identify areas of opportunity and coach agents to strive for improvement and positive reinforcement. -Resolved escalated customer concerns to ensure customer satisfaction and retention. -Participated in special projects: Phone Order Entry, New Install Callbacks, Division Call Sharing… Show more -Provided leadership, training, counseling, and employee development to improve performance and enhance productivity through employee satisfaction for a team of up to 20 agents. -Reviewed agent calls to identify areas of opportunity and coach agents to strive for improvement and positive reinforcement. -Resolved escalated customer concerns to ensure customer satisfaction and retention. -Participated in special projects: Phone Order Entry, New Install Callbacks, Division Call Sharing, Cross Connections, Work at Home. Show less



KeyBank

• United States
• Banking
• 700 & Above Employee

• Staffing Specialist

  • 2005 - 2008

  North America - Call Center Sales & Service -Selected qualified candidates using a behavioral-based interviewing process to screen for required skills, competencies and motivational fit for sales and service call center positions. -Interviewed and hired over 178 employees in 06' and 177 employees in 07'. -Partnered with hiring Managers and Human Resources to develop a solid understanding of the business, set expectations for working together, and forecast hiring needs. -Coordinated system access and licensing necessary for each… Show more -Selected qualified candidates using a behavioral-based interviewing process to screen for required skills, competencies and motivational fit for sales and service call center positions. -Interviewed and hired over 178 employees in 06' and 177 employees in 07'. -Partnered with hiring Managers and Human Resources to develop a solid understanding of the business, set expectations for working together, and forecast hiring needs. -Coordinated system access and licensing necessary for each new employee, troubleshoot system access issues for new and existing employees. -Participated on project management teams for New Employee On-boarding, Roll-Based Access Control, Strategic Partnership Change Management.

• Sales Supervisor

  • 1999 - 2005

  North America - Outbound TeleSales -Provided leadership to team of up to 30+ sales professionals. -Responsible for coaching, monitoring, and development of staff -Responsible for the obtainment of team and department sales goals- Maintained team sales rate average 30% over targeted goal. -Facilitated sales meetings, sales contests, and communication of new products and/or procedures. -Participated on project management teams for New Client On-boarding, Genesis, ZAP Awards Committee, Call Center Services Recognition… Show more -Provided leadership to team of up to 30+ sales professionals. -Responsible for coaching, monitoring, and development of staff -Responsible for the obtainment of team and department sales goals- Maintained team sales rate average 30% over targeted goal. -Facilitated sales meetings, sales contests, and communication of new products and/or procedures. -Participated on project management teams for New Client On-boarding, Genesis, ZAP Awards Committee, Call Center Services Recognition Team.