Experience

PBI Research Services

• United States
• Information Technology & Services
• 1 - 100 Employee

• Manager RPMS Operations

  • Jul 2011 - Present



Pension Benefit Information (PBI) Research Services

• Fort Washington, Pennsylvania, United States

• Account Manager

  • Jul 2011 - Present



Telerx (now C3i Solutions)

• India
• Outsourcing/Offshoring
• 300 - 400 Employee

• Supervisor Call Center Services

  • Nov 2007 - Jul 2011

  Responsible for supervising a team of 25 - 30 Customer Service Representatives and assisting the Manager and Director with the daily business activity, strategic direction, and profitability of Church & Dwight Consumer Relations. Effectively support the Operations Manager and Director with organizational change and activities. Monitor results through various computer and telephone systems. Provide job relevant learning, developmental experiences, and feedback to enhance individual performance through ongoing training and support. Responsible for conducting one on one training, monitoring, and goal setting to ensure associates effectively represent the "Church & Dwight" brand. Responsible for providing current, direct, complete, actionable and positive corrective feedback to employees; as well as responsible for managing people/problems quickly and directly. Responsible for effectively handling escalated consumer calls through to resolution.; The nation's leading provider of cable, entertainment and communications products and services, serving more than 21 million subscribers. Show less



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Manager, Executive Support

  • Aug 2003 - Mar 2007

  Managed a team of 12 staff members responsible for handling executive level complaints received at corporate headquarters via telephone and written correspondence. Primary goals were customer retention, through timely resolution of issues and identification and implementation of operational improvement opportunities. Administered a nationwide network of contacts and implemented nationwide goals in handling customer complaints, expectations and processes. This resulted in improved resolution times, increased customer satisfaction, and reduced complaint volume. Served as liaison between local contact and customer to ensure prompt resolution of customer issues. Partnered with local leadership on identifying process break downs through repetitive complaints and areas of opportunities that impact the customer experience and eliminate future customer complaints.Facilitated monthly individual Analyst meetings to provide positive and constructive feedback on personal performance to meeting departmental and individual goals. Routinely maintained verbal and written communication with corporate and national executives related to customer concerns. Provided guidance and/or help to Analysts in resolution of difficult/critical customer issues.Organized cross function/cross level problem solving sessions with all 65 offices to identify issues/solutions. Show less

• Call Center Manager

  • Jan 1997 - Aug 2003

  Managed the performance and development of 6 Customer Service Supervisors and 1 Scheduling Center Supervisor. Responsible for 75 employees that reported to Supervisors. Ensured high level of customer service staffing through efficient scheduling to meet peak service demands to maintain 80% Service Level. Responsible for scheduling and coordinating department training. Set team goals to achieve overall Call Center Objectives and assured they were met.Encouraged and maintained excellent rapport with supervisor team. Created and defined first Retention Team for Philadelphia Call Center that improved retaining customers.Designed and implemented measurable performance standards for department.Facilitated process and execution of Recognition program. Show less