Experience

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  Infinite Energy

  • Gainesville, Florida

  • Customer Care/Service Call Center Manager

    • Jun 2005 - Apr 2014
    • Gainesville, Florida

    Areas of expertise: Quality Assurance Metrics, Analytical, Continual Process Improvement, Leadership, Regulatory Compliance, Training and Development, Forecasting Historical and Predictive, Skill Based Routing, Decision Making Skills, Customer Interaction Skills, Daily Operational Strategies, Call Center Day to Day Operations, Coaching Skills, Human Relations Functions, Communication Skills, Customer Escalation Handling, Mentor, Risk Management, Multiple Channel Management, etc. Manage the day to day operations to ensure regulatory compliance, customer satisfaction and financial risk management. Analytical and decision making skills ensure you're on the pulse of the business while knowing and understanding customer behaviors. Also, knowledge of continual operational improvement to keep abreast of industry changes. Ability to communicate and direct a team within organizational goals. Whether you call it Customer Care or Customer Service Call Centers, the goals are the same and you need the same results at the end of the day.

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  Cingular/ATT

  • Ocala, Florida

  • Supervisor - Customer Service Call Center

    • 2004 - Jun 2005
    • Ocala, Florida

    Managed a team of 20 Inbound Representatives. Knowledge of work force management and KPI's of call centers. Educated and worked on career development plans with staff members to encourage growth. Completed internal quality assurance to keep your pulse on the customers and the better assist the representatives to improve their customer interactions. Knowledge of call centers is essential to survive in the fast paced environment.

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  The Post and Courier

  • Charleston, SC

  • Assistant Manager - Customer Service

    • Oct 2003 - Jul 2004
    • Charleston, SC

    Managed a small Inbound Customer Service team of 15. Worked closely with the distributors and circulation delivery department to ensure customers received the product they expected. Created and developed their quality program, ensure staffing requirements met the inbound call volume. Responsible for the center and monitored and developed metrics for staff members. Educated staff members and created an environment where the staff felt comfortable in customer communications in a friendly, but professional manner while focusing on the customer expectations. Took escalated calls from staff members when necessary.

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  Intellirisk (Billing Outsourcer)

  • North Charleston, SC

  • Supervisor - Collections -Call Center

    • 2002 - 2003
    • North Charleston, SC

    OutSourcer: Responsible for Inbound/Outbound Collections Team, motivate and set collection goals in a professional manner within governmental guidelines in regard to collection of monies. Managed a staff of 15 individuals, coached and motivated toward results. Plans for success encouraged staff development.

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  Verizon Wireless

  • Wallingford, CT

  • Supervisor - Customer Service - Call Center

    • 2001 - 2002
    • Wallingford, CT

    Management of a team of 12-16 representatives. Responsible for their continual training and management of service level and staffing requirements. Responsible for the teams statistical performance goals. Call Center Operations.

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  People's United Bank, N.A.

  • Bridgeport, CT

  • Senior Supervisor - Customer Service - Call Center

    • 1996 - 2001
    • Bridgeport, CT

    Managed the second phase of the training program to ensure representatives were performing within compliance requirements. In addition, I managed the weekend staff within the credit card division to meet service level requirements for each card program. Ability to analyze credit worthiness for possible credit line increases to $15,000. Managed portfolio within acceptable limits and risk management with very low non-performing assets.

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  Country Play House

  • Oxford, CT

  • Owner

    • 1995 - 1998
    • Oxford, CT

    Owned and operated a child day care. Provided necessary and appropriate care of children daily in the absence of their parents. Worked on socialization and refined motor skills through music and learning activities geared toward the child ages. Provided parents with a personalized log daily of their children's moods, nourishment, and personal activities.

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  SNET

  • New Haven, CT

  • Callcenter Customer Service Representative

    • 1981 - 1995
    • New Haven, CT

    SNET= Southern New England Telecommunication - now AT&T