Experience

SimpliSafe

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Customer Service Supervisor

  • Aug 2020 - Present



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• Vice President Of Operations

  • Aug 2012 - Present

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T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Operations Manager

  • Dec 2008 - Jun 2019

  • Managed a team of 4 supervisors and 45 frontline associates supporting all aspects of customer interactions including driving differentiated performance for the Queens/Long Island region of the New York market • Exceeded 105% minimum business expectation goal for 8 of 12 (2018) months by driving strategic alignment via leadership planning, coaching and inspecting what was expected • Managed a 90k profit & loss budget for the New York market through balancing company KPIs monthly including staffing, productivity and call volume • Placed in the top 10% of managers in the east region (116 managers) 7 of 12 months in 2018; earning the #10 overall manager in the region for 2018 • Consistently performed in a Team of Experts environment handling frontline support, sales & technical care • Finished 1 of 16 managers locally in November 2019 • Managed the relationship between our local team and our team of global service partners to align our goals and best practices to deliver a consistent customer service experience • Assigned specific metrics to each supervisor to place emphasis on said metric through additional coachings and trainings • Created and maintained a culture of success through teamwork and transparency by leveraging the strengths of my staff • Spearheaded the development of numerous frontline agents resulting in 6 actual promotions from frontline to leadership • Developed a gift card incentive that awarded high performers the opportunity to choose from our team “gift card menu” weekly • Developed and executed “RVA BetterMENt”. A program designed to mentor the men in the call center around mental, physical and financial wellness