Experience

Global Contact Services (GCS)

• United States
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Site Manager, Huntington, WV

  • Feb 2011 - Present



Ticketmaster

• Quality Assurance/Training Manager

  • Apr 2010 - Jan 2011

  Ensure ongoing calibration for all projects and evaluators in the contact center.Inspire and lead all evaluators to achieve and exceed monthly activity goals.Coordinate and oversee New Hire and supplemental training within the contact center; while ensuring that facilitators are training the material on a consistent basis.Recognize trends within the department to drive productivity and improve quality.Focus on employee recognition and Customer Satisfaction Survey results.Partner with contact center leadership to stay informed of changes in policy. Show less

• Customer Service Manager

  • Apr 2007 - Apr 2010

  Managed day to day operations within the contact center.Coordinate and oversee all Customer Service activities to deliver exceptional service.Work closely with Training, Quality Assurance and Telcom Departments to ensure that proper training and monitoring of Customer Service Representatives is completed.Recognize trends within the department to drive productivity and improve processes.Focus on employee recognition.Motivate a staff of supervisors to ensure that teams are meeting and exceeding key performance indicators. Show less

• Consumer Support Manager

  • Nov 2004 - Apr 2007

  Review, resolve and record all escalations pertaining to a customer's service experience.Track contact center trends to evaluate how to improve processes.Work closely with Customer Service to ensure that proper training is set in place to reduce employee errors.

• Assistant Human Resources Manager

  • Sep 2002 - Oct 2004

  Administered benefits for all qualifying full time, regular employees.Responsible for Unemployment and Workers' Compensation claims.Handled day to day employee relation issues.Generated weekly/monthly reports to corporate office.Successfully communicated company policy to all management staff.

• Human Resources

  • Jan 2000 - Sep 2002

  Reviewed applications and resumes of potential employees.Conducted interviews and completed reference checks.Attended job fairs and created advertisements to inform the community of possible job opportunities.

• Premier Sales Representative

  • Dec 1999 - Jan 2000

  Placed ticket orders over the charge-by-phone line nationwide.Handled customer's objections to ensure a sale.Offered upsell programs to customer purchasing tickets.