MSC Manager

• Mar 2021 - Present

Member Service Advisor II

• May 2019 - Mar 2021

Contact Center Inbound Manager

• Dec 2016 - Jan 2019

Oversee the day-to-day operations for the inbound team. Hire, Train, Coach and retain inbound associates. Created and Implemented tracking and trending reports for all channels of the contact center to identify areas of opportunity and drive results. Participated in the creation and implementation of new video channel policies, procedures and escalation manual. Participated in Contact Center projects. Implemented Corrective action plan when necessary. Oversee the day-to-day operations for the inbound team. Hire, Train, Coach and retain inbound associates. Created and Implemented tracking and trending reports for all channels of the contact center to identify areas of opportunity and drive results. Participated in the creation and implementation of new video channel policies, procedures and escalation manual. Participated in Contact Center projects. Implemented Corrective action plan when necessary.

Senior Customer Service Specialist Account Manager

• Apr 2015 - Dec 2016

Help our customers with product selection, expediting orders and answering questions. Provide timely and accurate information to internal and external customers on product costs, product availability and order. Use creative problem solving skills to resolve issues and provide alternative solutions. Help our customers with product selection, expediting orders and answering questions. Provide timely and accurate information to internal and external customers on product costs, product availability and order. Use creative problem solving skills to resolve issues and provide alternative solutions.

Banquet Server

• Nov 2014 - Dec 2015

Student

• Jan 2013 - May 2015

HR Intern

• Aug 2014 - Jan 2015

I was responsible for a variety of duties to help support the office staff such as, answering phone, data entry, filing, collection of timecards and distribution of pay checks, Directed applicant flow within the office and maintained appropriate documentation, reviewed resumes and scheduled interviews, prepared and administered employment forms, administered skills evaluations, completed background checks for each new and existing associate. I was responsible for a variety of duties to help support the office staff such as, answering phone, data entry, filing, collection of timecards and distribution of pay checks, Directed applicant flow within the office and maintained appropriate documentation, reviewed resumes and scheduled interviews, prepared and administered employment forms, administered skills evaluations, completed background checks for each new and existing associate.

Customer Care Technical Care Coach

• Mar 2001 - Jun 2012

Customer Care, Technical Care Supervisor Directly coach and develop Technical Care Representatives to develop and enhance skills required to assist customers with technical issues. Responsible for supervisory duties such as setting monthly goals, approving payroll, performance improvement issues, following company attendance policies, and effective documentation of employees personnel files. • Achieved number one… Show more Customer Care, Technical Care Supervisor Directly coach and develop Technical Care Representatives to develop and enhance skills required to assist customers with technical issues. Responsible for supervisory duties such as setting monthly goals, approving payroll, performance improvement issues, following company attendance policies, and effective documentation of employees personnel files. • Achieved number one national ranking out of twenty-seven call centers by administering performance management which included diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. • Recognized for top supervisor in the call center for customer satisfaction survey by implementing call quality checks, develop and review performance reports, identify areas to improve, and implemented measures to improve performance levels to exceed customer satisfaction. • Nominated by my superiors and direct reports for a Peak Achievement Award for my interpersonal and coaching style. • Improved team results by monitoring interactions between staff and customers to ensure quality assurance standards. • Selected by leadership to facilitate training sessions on upcoming products and services. • Served on a special elite interviewing and hiring team to reduce new employee attrition and selected caliber team members. • Reduced customer escalations by training direct reports on customer profile to manage conflict and reduced customer call backs. • Recognized by leadership for development of senior representatives and promotions. • Selected by Associate director to represent Allentown in “Front Line First” convention in Seattle to provide feedback on improving the customer experience and reducing churn. • Selected by Manager to assist with supporting outsource agent development in Mexico.

CS Technical Care Senior

• 2004 - 2007

Customer Care, Technical Care Assistant Supervisor Assist coach with leading, motivating and developing representatives to meet and exceed the company goals and objectives. Analyze reports to track and trend the different behaviors and provide immediate feedback for the representatives overall success.

Advanced Customer Service Specialist

• 2003 - 2004

Manage customer’s accounts with thorough understanding of the business processes necessary to deliver world-class customers service, assisting customer with billing questions, troubleshooting phone issues, process payments, phone orders and retention calls.

Customer Care Representative

• 2001 - 2003

Manage customer’s accounts with thorough understanding of the business processes necessary to deliver world-class customers service, assisting customer with billing questions, troubleshooting phone issues, process payments, phone orders

RECUITING ASSISTANT

• Nov 1999 - Jun 2000

Educated community on Census 2000, obtained testing sites from community leaders to test and train new hire, set up appointment and presentations. Educated community on Census 2000, obtained testing sites from community leaders to test and train new hire, set up appointment and presentations.