Experience

VALTIM MARKETING SOLUTIONS

• United States
• Advertising Services
• 1 - 100 Employee

• Call Center Supervisor

  • Aug 2014 - Present

  • Motivate and encourage team of 25 agents through positive communication and feedback• Monitor queue and track inbound calls; keeping agents aware of inbound calls, calls waiting, abandonment rate, etc.• Assist with taking calls that agents aren’t able to handle and be available when an agent appears to need assistance• Manage by walking around; being visible to answer questions• Provide weekly feedback sessions with each agent reviewing the following topics: • Past week’s events, including statistics, results and industry news• Communicate new product information to the agents• Answer questions and comments• Communicate company information and provide agents with a glimpse of future weeks• Keep track of attendance, daily statistics, paid time off, sick time, etc by ensuring administrative bookkeeping is accurate and creating/maintaining files on each agent as they relate to attendance, production and reviews.• Develop contests, awards and themes that increase morale, agent loyalty and focus.



Genworth

• United States
• Insurance
• 700 & Above Employee

• Tier II Customer Service Representative

  • Jun 2011 - Jul 2014

  Service Life Customer Service call inquiries for the Life business and intermediary inquiries• Rely on pre-established guidelines to perform the primary functions of the job with minimal supervision• Focus on providing outstanding service delivery through effective communication with customers on the telephone and via written correspondence• Demonstrate consistent ownership and initiative in call follow-up, documentation & work item management• Initiate daily contact with internal and external customers, working to simplify and explain complexities of products & processes• Responsible for maintaining accurate product & process knowledge as well as staying abreast of regulatory updates• Review, analyze and process written requests and documents as required• Educate customers about their product features as well as self-service functionality via the IVR and web