Experience

Retirement Clearinghouse

• United States
• Financial Services
• 1 - 100 Employee

• ASR

  • Jul 2018 - Present

  Call center



CPI Security

• United States
• Consumer Services
• 400 - 500 Employee

• Customer Service Supervisor

  • Jun 2013 - Mar 2018

  Charlotte, North Carolina Area Monitoringstaffof41CustomerCareReps.withdailyaveragecallvolume of1600calls.ConsistentlyholdingCustomerCareRepaccountablefor achievingdaily,weeklyandmonthlyperformancegoals.Responsiblefor partneringwithinternaldepartmentsandworktoimprovecustomer satisfaction.Completingdailyweeklyandmonthlymetrics,attendanceand schedules.Descalating8-10callsdaily.Responsibleforrecruitingandhiring ofnewCustomerCareReps.Provideddaily,weeklyandmonthlycoaching… Show more Monitoringstaffof41CustomerCareReps.withdailyaveragecallvolume of1600calls.ConsistentlyholdingCustomerCareRepaccountablefor achievingdaily,weeklyandmonthlyperformancegoals.Responsiblefor partneringwithinternaldepartmentsandworktoimprovecustomer satisfaction.Completingdailyweeklyandmonthlymetrics,attendanceand schedules.Descalating8-10callsdaily.Responsibleforrecruitingandhiring ofnewCustomerCareReps.Provideddaily,weeklyandmonthlycoaching andtraining.WhisperCoachingof80callsmonthlyandQualityAssurance of35callsmonthlyInstrumentalinincreasingstafffrom26in2016to41 repsin2018.AssistCallCenterDirectorinallduties.Salesforce,Word, Excel,Outlook,Taske,Ulitpro,Mastermind,CIC 07/2013to10/2015CustomerCareRepCPISecuritySystems － Charlotte,NC CustomerCareRep.Answeredinboundcalls,totalcallsperhourwere18, alsohandledoutboundcalls,scheduledserviceappointments,maintaining monthlygoals.CustomerForLifeRep.RetentionandSales.Provided customerserviceforneworrelocatingcustomerstomaintainbusiness.Built strongclientrelationshipstoincreaserevenue Show less



The Gaston Gazette

• Customer Service/Call Center/Sales

  • Feb 1989 - Apr 2013

• Customer Service/Call Center Manager

  • 1989 - 2013

  Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues. Strong leader of customer support staff. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Provided accurate, specific and timely performance feedback for… Show more Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues. Strong leader of customer support staff. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Provided accurate, specific and timely performance feedback for CSRs. Identified individual development needs with appropriate training. Updated customer orders from start to finish in an accurate and timely manner. Managed work flow to exceed quality service goals. Lead Classified Advisor, 12/2003 to 11/2007 The Gaston Gazette – 1893 Remount Road, Gastonia, NC 28054 Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues. Lead staff in producing revenue Solved unresolved customer issues. Promptly responded to inquiries and requests from prospective customers. Top sales commissioned staff member monthly. Develop special promotions. Prepare spec ad layouts. Strong leader of customer support staff. Trained staff on operating procedures and company services. Provided accurate, specific and timely performance feedback for CSRs. Identified individual development needs with appropriate training. Ad Services Supervisor, 10/1998 to 12/2003 The Gaston Gazette – 1893 Remount Road, Gastonia, NC 28054 File tearsheets for customers Organize ads, negatives and papers Developed relations with advertisers Maintained up-to-date knowledge of products Proofing for all advertising material Composing Room Supervisor, 09/1997 to 10/1998 The Shelby Star – 315 Graham Street, Shelby NC 28150 Redesign composing room for newly purchased sister paper, The Shelby Star. Maintained up-to-date knowledge of product and service changes.