Experience

Inktel Contact Center Solutions

• United States
• Outsourcing and Offshoring Consulting
• 400 - 500 Employee

• Supervisor of Operations

  • Aug 2015 - Present

  Coordinate the activities of a high performance customer service team to meet the outbound and inbound call metrics identified by legal firms outsourcing their communications campaigns to reach consumers. *Allocate 70 percent of time to direct leadership of CSR team with 30% of time dedicated to account management of legal client relationships *Manage a team of 11 call center Customer Service Representatives to coordinate and delegate daily work assignments based on goals and objectives of monthly legal advertisement campaigns *Direct accountability for coaching sessions when performance or productivity issues are identified to deliver 100% client satisfaction *Create and evaluate a daily CSR production report to summarize team performance and evaluate productivity root causes to discuss with the management team Show less



Avis Budget Group

• United States
• Travel Arrangements
• 700 & Above Employee

• Rental Sales Associate

  • 2011 - Jul 2014

  Provided a fast, fun, and friendly approach to create a superior car rental experience for customers. *Processed consumer rental agreements while successfully up-selling 75% of consumers additional Avis products *Utilized CSR software to quickly assess and address customer billing and account service’s inquiries *Exceeded annual business goals by generating profits 100 percent above the sales quota for the District of Pensacola Provided a fast, fun, and friendly approach to create a superior car rental experience for customers. *Processed consumer rental agreements while successfully up-selling 75% of consumers additional Avis products *Utilized CSR software to quickly assess and address customer billing and account service’s inquiries *Exceeded annual business goals by generating profits 100 percent above the sales quota for the District of Pensacola



United Collection Bureau

• Debt Consultant

  • Apr 2009 - Sep 2009

  Managed a portfolio of debt clients to identify and develop action plans to attain long term consumer financial goals. *Strategized with clients to create comprehensive budget plans to determine their liquidity and immediate ability to satisfy debt *Arranged time sensitive payment plans to effectively meet customer’s credit goals *Directed overall customer service experience by documenting customer financial commitments and managing the execution of financial goals Managed a portfolio of debt clients to identify and develop action plans to attain long term consumer financial goals. *Strategized with clients to create comprehensive budget plans to determine their liquidity and immediate ability to satisfy debt *Arranged time sensitive payment plans to effectively meet customer’s credit goals *Directed overall customer service experience by documenting customer financial commitments and managing the execution of financial goals