Experience

HOBSON & HOBSON, P.C.
• United States
• Law Practice
• 1 - 100 Employee
• Director of Client Engagement

  • Apr 2019 - Present


GYM HQ - A ClubReady Company

• Client Services Manager

  • Oct 2014 - Jan 2019

  Call Center Manager currently managing the Past Due Communications (PDC) and Customer Service Teams headed by a Past Due Communication Supervisor and Customer Service Supervisor respectivly.

• Client Services Manager

  • Oct 2014 - Jan 2019



CBEYOND

• United Kingdom
• Technology, Information and Internet
• 1 - 100 Employee

• Retention Specialist

  • Sep 2011 - Aug 2014

  Project management of client resolution efforts including • Coordination of other departments to develop and Implement resolutions • Managed detailed analysis and research of customer retention issues facilitating in successful and timely resolutions • Negotiated new contracts with members to meet existing needs in accordance established company policies • Reached out to new retention client leads to initiate and negotiate the retention process. • Utilized approved levels of credits and discounts based on the client’s requirements or situation to close deals and resign clients to a new contract. • Identify and engage appropriate resources to implement an account retention resolution. • Achieve customer retentions and productivity per month in accordance with established team and department goals. • Project manage service requests and orders within the retention queue within established SLAs Show less

• ACADEMY BAY TRAINING LEADER

  • Jan 2010 - Dec 2010

  Oversee the ABAY (New Trainees) while in A-Bay with the following • Answer any questions agents have while taking calls • Communicate daily activities and responsibilities to new agents • Used checklists and tools provided to ensure that agents have a consistent training experience • Provide daily QA and performance summary for each agent • Conduct Side by Sides to Observe calls taken • Provide Coaching on agent’s skills, abilities and knowledge Oversee the ABAY (New Trainees) while in A-Bay with the following • Answer any questions agents have while taking calls • Communicate daily activities and responsibilities to new agents • Used checklists and tools provided to ensure that agents have a consistent training experience • Provide daily QA and performance summary for each agent • Conduct Side by Sides to Observe calls taken • Provide Coaching on agent’s skills, abilities and knowledge

• TIER II CUSTOMER CARE

  • Apr 2008 - Mar 2009

  Managed Service Requests and Service Orders to completion • Added, deleted products and services to meet client business needs • Troubleshoot product or service issues • Review system orders for inconsistencies Managed Service Requests and Service Orders to completion • Added, deleted products and services to meet client business needs • Troubleshoot product or service issues • Review system orders for inconsistencies

• TIER I CUSTOMER CARE

  • May 2007 - Apr 2008

  Provided information and pricing regarding products, services and T1 packages • Assisted clients in navigating internet applications • Added, deleted products and services to meet client business needs Provided information and pricing regarding products, services and T1 packages • Assisted clients in navigating internet applications • Added, deleted products and services to meet client business needs



RYLA TELESERVICES, INC

• United States
• Primary and Secondary Education
• 1 - 100 Employee

• OPERATIONS MANAGER

  • Aug 2006 - Jan 2007

  Project managed the day to day operations for the TD Jakes Project• Ensured 85/20 service levels were maintained in compliance to contracted guidelines• Managed agent hours to contracted budget

• TEAM SUPERVISOR

  • Sep 2005 - Aug 2006

  Trained new hires for the Aon Integramark Project• Managed the execution of new GE client business policies and procedures• Facilitate agent-monitoring sessions with the client• Coach and develop agents• Calibrate calls with the client to discuss, review, update and implement policies and procedures• Created staffing schedules in accordance to expected call volumes• Managed and updated project plan ensuring assigned tasks were completed as scheduled.