Retail Sales Associate

• Mar 2023 - Present

Supervisor, Partnership Support

• Mar 2020 - Jun 2022

Leading a team of Resolution Specialists solving complex client issues and providing an excellent client experience. Leading a team of Resolution Specialists solving complex client issues and providing an excellent client experience.

Residential Care Supervisor

• Jun 2017 - Mar 2020

• I have led as many as 18 Customer Care Agents at one time, provided monthly coaching and development while also managing the day to day operations of a call center and ensuring quality and productivity goals were met or exceeded. • I strategically developed schedules within the call center to maximize talents and exceed service levels. The design and monitored implementation maximized the utilization of employees during core business hours creating a better customer experience. • In addition to weekly coaching sessions, I quality monitor a customer call and provide feedback on their successes on the call and provide pointers and examples on ways to better improve the customer’s experience. • I am responsible to handle all escalated calls from customers received by my team and find an agreeable to solution, when possible, to resolve their concerns and/or complaints. • To improve future staff performance, after all customer escalations I resolved, I would review the call recording between the customer and the agent and provide feedback on how they could have better handled the call or personally resolved it. • I encouraged my staff's success by recognizing their talents and developing them so they were able to progress their career within the organization.

Customer Service Supervisor

• Sep 1996 - May 2017

• I was selected for a project that in-sourced business from a sister company. I was one of eight who went to our sister company and learned their Customer Care systems and procedures in two weeks. Upon return, we then developed a training plan and delivered an eight-week class to 200+ employees to answer and resolve calls for their members. I independently trained one of those classes. • As one of two subject matter experts I developed the “Nest” for new hire employees. I observed and assisted agents during their ten-week new-hire class. I then moved into the nest with them. While in the nest, I was their floor support and first point of contact for any questions or concerns. After one year developing over 100 agents in the nest and helping them progress to fully productive team assignments, I was promoted to a Customer Service Trainer position. • Because of my positive can-do attitude and my skills to break down and sequence large and complex issues into a series of milestones events, I was often asked to lead projects in addition to leading my team. • I helped develop a 5-Star service program within my call center's market. The goal was to empower our agents to exceed the members' expectations while providing them with solutions and options. This increased compliments for our agents and improved morale. • Consistently top management performer in NPS callbacks to better improve our customer experience.