Experience

Hecla Greens Creek Mining Company

• United States
• Mining
• 1 - 100 Employee

• Administrative Assistant

  • Aug 2021 - Present



Conduent

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Care Supervisor

  • Jan 2016 - Present

  Maintain expectations regarding call quality and resolution time, Manage, process, and review timesheets, payroll, and daily attendance, Responsible for leading, supervising and coaching a staff of 20-25 team members, Implemented effective customer service strategies, Provide and document performance feedback through daily, weekly, and monthly one-on-one sessions, performance reviews and goal setting.

• Training Specialist

  • May 2015 - Dec 2015

  Measured and reported effectiveness of training by administering tests and evaluations Traveled nationwide facilitating Train-the-Trainer and new-hire classesProvided training to new employees and internal/external clients on effective quality call handling and business etiquette.Coached, motivated and developed representatives for all departments for the entire call centerSupervised 20-40 agents in a classroom environmentProvided one-on-one coaching with phone reps as a result or call observation feedback. Show less

• Customer Service Representative

  • Oct 2014 - May 2015

  Maintain a high-volume workload within a fast paced environment. Assisted an average of 50-100 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).Worked well with a team of 12 peopleMaintained attendance expectationsMaintained expectations regarding call quality and resolution timeMulti-tasked systems while providing service and resolving customer issues, upgrades, etc.Received several perfect customer feedback ratings Show less