Experience

AVO Transportation & Language Solutions

• United States
• Insurance
• 1 - 100 Employee

• Manager, Service Operations

  • Jun 2015 - Present

  Investigated and resolved customer inquiries and complaints in an empathetic manner. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Met all customer call guidelines including service levels, handle time and productivity. Strong leader of customer support staff. Facilitated inter-departmental communication to effectively provide customer support. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Managed work flow to exceed quality service goals. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services. Strong leader of customer support staff. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Promptly responded to inquiries and requests from prospective customers. Show less



PsychGroup

• United States
• Insurance

• Manager, Service Operations

  • Nov 2013 - Present

  Investigated and resolved customer inquiries and complaints in an empathetic manner. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Met all customer call guidelines including service levels, handle time and productivity. Strong leader of customer support staff. Facilitated inter-departmental communication to effectively provide customer support. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Managed work flow to exceed quality service goals. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services. Strong leader of customer support staff. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Promptly responded to inquiries and requests from prospective customers. Show less



Gina Auer

• Government Administration
• 1 - 100 Employee

• Supervisor

  • Aug 2010 - May 2013

  Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.Met all customer call guidelines including service levels, handle time and productivity. Strong leader of customer support staff.Facilitated inter-departmental communication to effectively provide customer support. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Managed work flow to exceed quality service goals.Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services. Strong leader of customer support staff. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Promptly responded to inquiries and requests from prospective customers. Show less

• Scheduling Team Leader

  • Apr 2007 - Aug 2010

  Investigated and resolved customer inquiries and complaints in an empathetic manner. Adhered to all confidentiality requirements at all times. Cross-trained and backed up other customer service managers. Met all customer call guidelines including service levels, handle time and productivity. Promptly responded to inquiries and requests from prospective customers. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.Investigated and resolved customer inquiries and complaints in an empathetic manner. Show less

• Scheduling Analyst

  • Oct 2005 - Apr 2007

  Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.Maintained up-to-date knowledge of product and service changes. Managed work flow to exceed quality service goals. Resolved associate, tool and service delivery issues revealed by statistical reports. Provided accurate, specific and timely performance feedback.