Experience

PCF - Publishers Circulation Fulfillment

• Special Services Agent

  • Feb 2012 - Present

  Problem Resolution Specialist Resolve complex billing and delivery issues. Coordinate with Circulation Management and distribution centers throughout the country. Problem Resolution Specialist Resolve complex billing and delivery issues. Coordinate with Circulation Management and distribution centers throughout the country.



Publishers Circulation Fulfillment, Inc

• SPECIAL SERVICES AGENT

  • Feb 2012 - Present

  Problem resolution specialist New York Times Home Delivery Subscriptions Resolve complex billing issues Communicate with distribution center management to resolve delivery issues Retain customers who wish to cancel subscription Problem resolution specialist New York Times Home Delivery Subscriptions Resolve complex billing issues Communicate with distribution center management to resolve delivery issues Retain customers who wish to cancel subscription



Diapers.com

• Singapore
• Retail
• 1 - 100 Employee

• CUSTOMER SERVICE REPRESENTATIVE

  • Aug 2009 - Nov 2009

  Place orders for customers via emails or telephone calls. Resolve customer order inquiries in timely, professional manner. Use all resources available to ensure customer satisfaction. Place orders for customers via emails or telephone calls. Resolve customer order inquiries in timely, professional manner. Use all resources available to ensure customer satisfaction.



Pearson North America

• Education Administration Programs

• CUSTOMER SERVICE SUPERVISOR

  • Nov 2002 - Jun 2006

  Responsible for a team of 15 csr's, including their annual reviews, quarterly reviews, monthly quality assurance sessions and any performance improvement plans necessary. Monitored csr's daily stats to ensure dept. goals were being met. Coached and mentored staff to improve call quality as well as to improve staff for new job functions. Handled all escalated calls as needed. Responsible for monitoring of credits issued, No Charge orders, Manual Price Overrides, for auditing purposes, as well as, to check for errors. Interviewed applicants for csr positions. Worked closely with the HR department when putting employees on STD, FMLA, performance improvement plans and when having to terminate them. Show less



Nextel Communications

• SERVICE SENIOR SUPERVISOR

  • Apr 2000 - May 2002

  Ensure quality customer care in high volume call center. Utilize coaching techniques to encourage adherence to company policies and procedures. Liaison between Care department and Human Resources. Work within a team of 25 supervisors to maintain 300-person department. Attain most current market information and relay daily to representatives. Coordinate and moderate weekly team meetings. Monitor each rep weekly and evaluate monthly. Maintain employee logs that include attendance, punctuality, corrective actions, awards, commendations, etc. Achieved 90% retention rate within my team of 15-20 representatives. Improved team performance by 25% with coaching and morale improvement. Show less



Tiffany Restaurant, Inc

• MANAGER

  • Aug 1996 - May 2000

  Implemented and customized POS system. Assist with accounts receivable and back office procedures. Responsible for transition of all staff from manual system to computerized system. Maintain high quality customer service by motivating staff and serving customer needs. Implemented and customized POS system. Assist with accounts receivable and back office procedures. Responsible for transition of all staff from manual system to computerized system. Maintain high quality customer service by motivating staff and serving customer needs.



Shoppers Charge Accounts

• United States
• Advertising Services

• CUSTOMER SERVICE SUPERVISOR

  • May 1998 - Apr 2000

  Ensure quality customer service in high volume call center.Handle escalated customer issues.Interview, hire, and train personnel.Utilize coaching techniques to encourage adherence to company policies and procedures.Develop and implement incentive programs to improve employee morale and work quality.Coordinate with all departments and account executives to attain most current information on problems or promotions from our customers and relay that daily to the representatives.Maintain schedule and payroll for 30+ employees.Monitor each representative weekly and evaluate them monthly.Maintain employee logs that include attendance, punctuality, corrective actions, awards, commendations, etc. Show less

• CUSTOMER SERVICE REPRESENTATIVE

  • Oct 1997 - May 1998

  Answer calls and resolve customer/retailer issues.Maintain weekly refund check register, reviewing all refunds to check for accuracy.Research and coordinate with all departments to resolve disputes.Handle incoming mail i.e. name/address changes, balance transfers, lost/stolen cards, refund requests, billing disputes.Assist retailers and account executives.


Perfect Together
• Italy
• Public Relations and Communications Services
• 1 - 100 Employee
• STORE MANAGER

  • Nov 1994 - Jul 1996

Party & Gift Gallery, Inc
• GROUP MANAGER

  • Jan 1991 - Nov 1994