Customer Service Supervisor

• Sep 2022 - Present

Customer Care Supervisor

• Jan 2018 - Sep 2022

• Oversee call center and staff of 7 customer service representatives. • Provide supervision and technical assistance to customer service team to attain departmental and organizational goals. • Ensure customer service team has excellent communication, problem-solving and professional phone etiquette skills for achieving customer satisfaction. • Ensure customer complaints are resolved in a professional manner. • Ensure customer calls are handled and answered in a timely and accurate fashion. • Monitor business and process key performance indicators (KPI's) regarding order management, auto call distribution (ACD), and chat function to measure and manage customer service effectiveness. • Hire and train customer service staff to deliver high-class customer service. • Determine work procedures, work schedules, and workflow for customer service staff. • Perform annual reviews, appraisals and performance management reviews for the customer service staff. • Develop standard procedures and policies for improving the service provided to customers. • Maintain in-depth working knowledge of the company’s brands, systems and processes.

Member Services

• Jan 2017 - Dec 2017

•Represent Kaiser Permanente Health Plan by answering and document all incoming contacts to determine nature and respond to complex calls related to specialized product lines and queues. •Initiate contact with the appropriate Health Plan, medical group, and facility personnel to obtain information relevant to concern or inquiry as needed. •Respond with empathy to complaints and concerns from members concerning Health Plan benefits, account status, payment history and medical services. •Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery. •Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, and member retention. •Technical skills include HPChats (Health Plan Call Handling and Tracking System), Foundations, SLP (Service Link Portal), KAT (kp.org Admin Tool) CARS (Common Archival Retrieval System), Cisco SoftPhone, Language/Interpreter assistance.

Human Resources Coordinator

• Aug 2015 - Jul 2016

•Oversaw employee benefits including eligibility, open enrollment, Maryland State retirement plan, COBRA, unemployment, FMLA, worker’s compensation, life and short-term disability plans. •Recruitment to include writing job ads, candidate review, verification of qualifications, referrals to hiring manager and applicant tracking. •Improved new employee onboarding process including creation of new hire business process documentation, process flowcharting, creation of new employee onboarding presentation, and recommended changes/additions to employee handbook. •Maintained employee information, deductions, new hires/terminations, and processed bi-weekly payroll in ADP in coordination with accounts manager and fiscal assistant. •Conducted background screening for all prospective employees. •Maintained employee personnel files to ensure compliance.

Customer Care Manager

• 2004 - 2014

•Managed call center and combined staff of 9 customer service representatives and service technicians.•Oversaw break fix service, warranty service and on-site training, addressing customer equipment failures and educational needs.•Implemented internal process of tracking and addressing field service failures/trends, yielding ongoing communication, resolution commitments, and decreasing warranty costs >25%.•Managed the daily functions of the customer service team, and handled accounts of $2M+ across four multisite locations and facilitated strong client relationships.•Improved customer relationships and produced customer satisfaction scores of >90% by implementing additional customer communications and internal customer processes.•Monitored employee key performance indicators (KPI's) regarding order management, auto call distribution (ACD), and field service provision. •Assisted with creating product, process, and departmental cross-training, fostering service excellence and expanding staff proficiencies. •Increased technical service productivity by implementing off-site ACD phone access and allowing remote-based technical phone support. •Implemented internet Live Chat program, providing customers with additional support, increased response time, driving product and equipment sales. •Created ISO 9000 departmental procedure documents and work instruction documents, achieving and sustaining ISO 9000 certification.•Built customer relationships, maximizing customer satisfaction and retention.•Created and maintained company master pricing, sales and customer specific special pricing, and published customer master price books.

Senior Technical Service Specialist / Supervisor

• 2002 - 2004

•Spearheaded start-up and implementation of technical service department.•Interviewed, hired, trained, and managed staff of 4 internal technicians.•Scheduled field service and end user training schedules.•Provided trouble shooting, diagnostics and repair assistance regarding equipment line.•Trained customers on location with operation, application and safety regarding equipment usage.•Compiled and redesigned archived technical support documentation, enhancing service and phone support.

Senior Technical Service Specialist / Team Lead

• Sep 1999 - Feb 2002

•Spearheaded the implementation of technical services department.•Trained and oversaw staff of 4 internal technical service representatives.•Provided trouble shooting, diagnostics and repair service regarding equipment line.•Implemented service module used to record and track equipment warranty activity, service provision, providing data of equipment/parts failures and trends.

Technical Service Specialist

• 1997 - 1999

•Provided trouble shooting, diagnostics and repair assistance regarding equipment line.

Engineering Assistant

• 1987 - 1997

•Assisted Engineering team with design and development of Seal Dry Mounting presses.•CAD and ECN maintenance.