Experience

Noregon Systems

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Service Supervisor

  • Jun 2019 - Present



AAA

• Consumer Services
• 700 & Above Employee

• ERS Call Center Manager

  • Jan 2018 - Aug 2018

  Managed and led the day to day 24/7 operations of call center and staff including; 4 Supervisors, 7 Team Leads, approximately 70 call center agents, and 16 call center dispatchers. Oversaw call center volume, using a work force management tool to help forecast staffing needs for call center and dispatch. Helped develop call center quality program to rollout out to the present staff and introduce to all new hire classes. Oversaw hiring, training, and professional development of… Show more Managed and led the day to day 24/7 operations of call center and staff including; 4 Supervisors, 7 Team Leads, approximately 70 call center agents, and 16 call center dispatchers. Oversaw call center volume, using a work force management tool to help forecast staffing needs for call center and dispatch. Helped develop call center quality program to rollout out to the present staff and introduce to all new hire classes. Oversaw hiring, training, and professional development of talented staff; manage all aspects of customer relations, administration, business development, and sales of memberships. Conducted focus groups with staff on a regular basis to answer questions, concerns, and to ensure the cultural of the call center is staying positive. Ensure member satisfaction through management of internal quality assurance program and adherence to AAA National Quality Standards. Ensure agents have appropriate training to meet member satisfaction. Provided ongoing coaching and feedback through weekly coaching sessions, team meetings, spot checks, call monitoring, and adherence to company performance management processes. Monitored key performance metrics and provide agents with individual and team results. This included calls per hour, abandon rate, not ready times, and member interactions. Worked with Vice President of Automotive to develop call center budget and managed the budget by monitoring capital and expense targets, staffing and overtime, and financial and service metrics. Worked with IT department on systems and supporting technical application tools and ensure agents receive training and ongoing support with technical tools and devices. Show less Managed and led the day to day 24/7 operations of call center and staff including; 4 Supervisors, 7 Team Leads, approximately 70 call center agents, and 16 call center dispatchers. Oversaw call center volume, using a work force management tool to help forecast staffing needs for call center and dispatch. Helped develop call center quality program to rollout out to the present staff and introduce to all new hire classes. Oversaw hiring, training, and professional development of… Show more Managed and led the day to day 24/7 operations of call center and staff including; 4 Supervisors, 7 Team Leads, approximately 70 call center agents, and 16 call center dispatchers. Oversaw call center volume, using a work force management tool to help forecast staffing needs for call center and dispatch. Helped develop call center quality program to rollout out to the present staff and introduce to all new hire classes. Oversaw hiring, training, and professional development of talented staff; manage all aspects of customer relations, administration, business development, and sales of memberships. Conducted focus groups with staff on a regular basis to answer questions, concerns, and to ensure the cultural of the call center is staying positive. Ensure member satisfaction through management of internal quality assurance program and adherence to AAA National Quality Standards. Ensure agents have appropriate training to meet member satisfaction. Provided ongoing coaching and feedback through weekly coaching sessions, team meetings, spot checks, call monitoring, and adherence to company performance management processes. Monitored key performance metrics and provide agents with individual and team results. This included calls per hour, abandon rate, not ready times, and member interactions. Worked with Vice President of Automotive to develop call center budget and managed the budget by monitoring capital and expense targets, staffing and overtime, and financial and service metrics. Worked with IT department on systems and supporting technical application tools and ensure agents receive training and ongoing support with technical tools and devices. Show less



AAA Ohio Automobile Club

• United States
• Consumer Services
• 100 - 200 Employee

• Dispatch Manager

  • Feb 2016 - Aug 2018

  Liaise between management team and 77+ contract facilities. Plan, direct and coordinate the transportation operations and time sensitive activities of management team and 77+ contract facilities. Partnered and collaborate with contact center management team to fully understand business needs and staffing challenges. Identify and communicate short-term needs for additional resources to ensure performance targets. Promoted a safe work environment by conducting safety audits, attending… Show more Liaise between management team and 77+ contract facilities. Plan, direct and coordinate the transportation operations and time sensitive activities of management team and 77+ contract facilities. Partnered and collaborate with contact center management team to fully understand business needs and staffing challenges. Identify and communicate short-term needs for additional resources to ensure performance targets. Promoted a safe work environment by conducting safety audits, attending company safety meetings, and meeting regularly with individual staff members. Used analytical data to recommend operational improvements that ensure alignment of resources with the organizational vision. Oversaw call volume demand forecasts to ensure sufficient staffing based on historical data; anticipate volume across all contact center groups. Developed and implement effective schedules that maximize productivity while meeting and/or exceeding performance metrics.

• Assistant Manager

  • Feb 2013 - Feb 2016

  Managed and lead call center and dispatch areas. Oversaw hiring, training, and professional development of talented staff; manage all aspects of customer relations, administration, business development, and sales of membership. Monitored call performance of call center agents. Reviewed and wrote yearly performance reviews for all call center agents. Increased corporate profitability and professional development using intensive hands-on training and development tactics, motivational… Show more Managed and lead call center and dispatch areas. Oversaw hiring, training, and professional development of talented staff; manage all aspects of customer relations, administration, business development, and sales of membership. Monitored call performance of call center agents. Reviewed and wrote yearly performance reviews for all call center agents. Increased corporate profitability and professional development using intensive hands-on training and development tactics, motivational and team building strategies and through outstanding leadership

• Team Lead

  • Mar 2010 - Feb 2013

  Sought-after and promoted to ensure company-wide quality standards, maintain customer satisfaction levels and develop and implement continuous improvement programs to augment bottom-line profits. Assessed training needs and act as catalyst for change and improvement in both performance and quality. Direct QA objectives to maximize profitability; record, analyze, and disseminate statistical information to management, staff and key-stakeholders; consistently monitor employee performance… Show more Sought-after and promoted to ensure company-wide quality standards, maintain customer satisfaction levels and develop and implement continuous improvement programs to augment bottom-line profits. Assessed training needs and act as catalyst for change and improvement in both performance and quality. Direct QA objectives to maximize profitability; record, analyze, and disseminate statistical information to management, staff and key-stakeholders; consistently monitor employee performance through direct supervision of staff. Position professional team as consultative sellers, providing clients with one-stop service solutions. Maintained a tight competitive edge by thoroughly assessing competitor’s products, services, promotions and customer retention strategies. Oversaw workload distribution, establish and implement goals and objectives, use Key Performance Indicators (KPI’s) to effectively measure and maintain optimum performance.

• Dispatcher

  • Jan 2004 - Mar 2010

  Extracted pertinent information via the D2000 system. Dispatched drivers from the correct service facilities across 30+ counties within the state of Ohio.

• Call Center Representative

  • Jul 2003 - Jan 2004

  Maximized sales and new client opportunities by effectively answering and handling inbound calls; solicited for and procured new customers via outstanding sales and service. Established and maintained a high level of customer satisfaction, professionalism and courtesy; promoted products and service with detailed knowledge of competitors’ pricing and products.