Experience

Gengras Chrysler Dodge Jeep Ram

• United States
• Individual and Family Services
• 1 - 100 Employee

• Express Service Advisor

  • Nov 2022 - Present

  Automotive Industry Automotive Industry



The Hartford

• United States
• Financial Services
• 700 & Above Employee

• Small Commercial Operations Manager

  • Oct 2021 - Sep 2022



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Customer Care Billing Supervisor

  • Jun 2016 - Mar 2021

  • Managed 15 customer care agents assuring quality customer experience and top performing transitional sales.• Coached and motivated employees to bring their best selves each day with a focus on core metrics and indicators.- Successfully led the customer care representatives to improve overall key performance indicators resulting in becoming the top performing sales team.- Partnered with the care manager to strategically develop care employees and promote them through our great career advancement program. Show less

• Finance Credit and Collections Supervisor

  • 2012 - May 2016

  • Managed 13 collections representatives and coordinators assuring proficient competency on all task assignments.- Trained and coached collections representatives to improve average handle time and adherence to shift and schedule.- Collaborated with collections manager to develop and improve existing tools, improving customer wait time and creating a better customer experience.

• Finance Revenue Assurance Supervisor

  • 2009 - 2012

  • • Safeguarded and protected the integrity of the Western New England Region finances done in both proactive and reactive measures.• Fostered a cross-functional culture by assigning each RA representative an Inbound Sales Executive customer care partner.• Created a compliance trend and campaign eligibility report for internal customers.• Reduced overall call in and trouble call rate through partnership.• Proactively identified trends and recommended process improvements.• Conducted weekly revenue assurance partnership meetings communicating findings to improve compliance and reduce errors. Show less

• Finance Analyst

  • 2008 - 2009

  • Prepared and maintained a variety of daily, weekly, monthly reports which also included daily adhoc’s for the senior leadership team as needed.

• Workforce Management Rep 2

  • 2007 - 2008

  • Assisted in growing the Enfield call center and support desk to a success.• Organized manager and supervisor teams in Avaya call management system and real-time adherence for tracking customer account executive’s attendance behaviors.• Responsible for monitoring real-time adherence in order to meet corporate goals.• Prepared and maintained a variety of daily, weekly, and monthly reports:- Analyzed service level forecast and vector directory number in order to utilize off phone activity opportunities.- Evaluated staffing tolerances by agent group assuring efficient business needs.- Responsible for creating and running CT-west average handle time and auxiliary reports. Show less

• Support Desk Admin

  • 2005 - 2007

  • Prepared and maintained a variety of daily, weekly, monthly reports which includes: Prepared employee attendance reports for leadership staff in order to ensure accuracy. Created daily ad hoc reports for our Management staff. Analyzed and observed Avaya CMS and RTA to ensure accurate staffing requirements. Maintained and updated eWFM daily in order to meet and exceed corporate adherence goals. Responsible for running call summary reports.

• Customer Care Executive

  • 2003 - 2005

  • Consistently achieved or exceeded all monthly sales goals.• Worked jointly with our support desk and made adjustments to employee’s schedule as needed. • Assisted our valued customers with all their communication needs such as:  Troubleshooting digital cable, high speed internet and our new digital voice services. Proficiently assisted customers with their financial needs.