Experience

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  Element Fleet Management

  • Owings Mills, Maryland, United States

  • Operations Supervisor

    • Apr 2022 - Jan 2024
    • Owings Mills, Maryland, United States

    Responsible for successful execution of daily processes between ten associates regarding the handling of personal and commercial fleet vehicle title corrections as well as duplicate title requests while researching vital information forwarding to appropriate parties. Conducts weekly team meeting...

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  uBreakiFix

  • Washington DC-Baltimore Area

  • District Store Manager

    • Jun 2021 - Apr 2022
    • Washington DC-Baltimore Area

    Responsible for establishing and maintaining guest services while overseeing between six and ten store locations in the metro Baltimore, MD area ensuring maximum sales with consistent profitability. Conducts bi-monthly sales with store leads while providing regular coaching to instruct leaders ...

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  Asurion

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • In Home Operations Coach

    • Nov 2019 - Jun 2021

    Manage and develop guiding a team of remote In Home Experts located in Wilmington NC and Charleston SC ensuring their ability to provide outstanding customer service while executing tasks effectively. Also accountable for managing daily Expert schedules while monitoring staffing levels.

  • Operations Supervisor

    • Nov 2018 - Nov 2019

    Manage and develop between ten and twelve call center experts ensuring their capability to provide world-class customer service while meeting client policies and procedures. Deliver weekly coaching and bi-weekly team meetings to experts highlighting strengths and ways to improve meeting performance metrics.

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  Dish Network

  • Fraud & Tool Exceptions Supervisor

    • Aug 2014 - Nov 2018

    Manage between ten and eighteen fraud specialists in their efforts to detect and resolve possible customer fraud. Ensure direct reports are accurately researching, documenting while implementing best practices while assisting the customer. Handle highly escalated calls from fraud associates ranging from credit card fraud, identity theft, retailer fraud regarding DISH Network accounts and prevention of Fraud in the future.

  • Executive Resolution Supervisor

    • Aug 2010 - Aug 2014

    Demonstrate sound judgement providing superior customer service to resolve challenging internal and external customer concerns. Used personal discretion when making out of the ordinary decisions such as waiving contract commitments, applying adjustments, restoring accounts, etc. Regularly review metric data to ensure direct reports are sucessfully meeting weekly as well as monthly departmental goals. Manage administrative data such as attendance reports, payroll, FMLA correspondence.

  • Executive Resolutions and Fraud Representative

    • Jan 2007 - Aug 2010

    Handle escalated incoming calls from direct customers as well as transferred calls from internal agents regarding concerns such as billing escalations, contract disputes, unauthorized credit card charges, etc. Effectively listen to callers concerns while de-escalating as needed providing appropriate resolution for the customer as well for the company. Also initiated investigations regarding forgery and theft related to DISH or non-DISH customers. Perform additional research such as sending email communications to other departments to verify information to followup with the customer as promised to resolve the overall issue.

  • Technical Service Representative

    • Mar 2004 - Jan 2007

    Process inbound technical support calls while displaying excellent customer service regarding satellite programming. Respond to multiple questions such as billing , programming of remotes to television, processing payments displaying world-class customer service. Also process work orders and equipment modifications from direct and third-party installers while upselling entertainment products excelling in department goals such as average handle time, quality, aftercall,etc.