Experience

Justworks

• United States
• Human Resources Services
• 700 & Above Employee

• Customer Loyalty Team Lead

  • Aug 2022 - Present

• Quality Assurance Analyst

  • Mar 2021 - Present

  • Build root cause analysis framework for customer loyalty and satisfaction program to identify service level gaps• Develop and audit the QA rubrics and bylaws on an ongoing basis to ensure consistency, making adaptations as needed• Lead new hire training for CS team members on the mission of QA, SLA best practices, and bylaws to qualify performance metrics• Evaluate customer interactions across all media channels for content and product knowledge, use of internal resources, soft skills, and corporate/legal compliance• Participate in bi-weekly meetings with our Training and CS Managers to calibrate on an interaction with the goal of improving the overall customer service experience across all teams• Own and manage Net Promoter Score (NPS) program across the entire Customer Success Department to facilitate outreach, analyze feedback, report insights to relevant stakeholders and leaders throughout the company, and coach customer-facing teams on conducting productive feedback sessions Show less



Teleperformance Greece

• Quality Assurance Analyst

  • Sep 2018 - Mar 2021

  • Conducted remote and real-time side-by-side monitoring on all customer support staff and provided detailed and actionable feedback• Analyzed CSAT/DSAT data, monitoring results, and performance trends to provide recommendations for improvement• Participated in Clients’ External and Internal calibration sessions• Provided feedback to Supervisors for coaching purposes of all customer support staff and participated in coaching sessions of performance outliers• Provided daily, weekly, and monthly reporting regarding KPIs to ACMs, CCMs, and QA Superior Staff for all aspects of continuous improvement• Participated in the DMAIC Problem Solving Process• Evaluated Supervisors’ consistency on monitoring through Spot Checks• Prepared QA metrics for weekly/monthly/quarterly business reviews related to team performance, improvement points, and process related issues• Provided subject matter expertise for the UK/Irish Markets regarding client guidelines and processes Show less

• Case Manager

  • Jul 2016 - Sep 2018

  • Entrusted with handling sensitive interactions, aiming to prevent further escalation and turn the customer’s experience around• Resolved escalated issues while remaining a professional partner and brand ambassador at all times



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Jul 2015 - Jul 2016

  • Provided clients with creative solutions to effectively answer their questions, offer guidance, troubleshoot and resolve issues • Assisted with customer retention and contributed recommendations for improving our service and product through CSAT and NPS outreach • Provided clients with creative solutions to effectively answer their questions, offer guidance, troubleshoot and resolve issues • Assisted with customer retention and contributed recommendations for improving our service and product through CSAT and NPS outreach



Alpine Creamery

• Sparta, New Jersey

• General Manager

  • Apr 2009 - Jun 2015

  • Trained and managed a team of 15 employees, while overseeing all daily operations and handling customer inquiries • Improved customer retention by addressing all client concerns and sought the best solution to improve their experiences • Trained and managed a team of 15 employees, while overseeing all daily operations and handling customer inquiries • Improved customer retention by addressing all client concerns and sought the best solution to improve their experiences



Aflac

• United States
• Insurance
• 700 & Above Employee

• Human Resources/Recruiting Intern

  • Jan 2014 - Apr 2014

  • Input new agency information in an online collaboration system that increases fluid workflow • Prepared informational folders for weekly interviews and contracting binders for new employees • Supervised front desk and assisted candidates prior to their interviews • Recruited, contacted, and scheduled between 50-100 prospects daily • Input new agency information in an online collaboration system that increases fluid workflow • Prepared informational folders for weekly interviews and contracting binders for new employees • Supervised front desk and assisted candidates prior to their interviews • Recruited, contacted, and scheduled between 50-100 prospects daily