Experience

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  Triangle Direct Media

  • Cary, NC/Merritt Island, FL

  • Project Coordinator

    • Sep 2014 - Present
    • Cary, NC/Merritt Island, FL

    Work flow and process supervision at all levels of the customer experience while providing Search Engine Optimization for over 90 clients, ranging from small business to enterprise level clients. Daily work responsibilities include: facilitating client/team communication, staff management, scheduling, and de-escalation when required. Provide data analytics and reporting using a variety of industry specific tools including Google Analytics, Search Console and Adwords as well as more generic Project Management Tools such as Teamwork and SalesForce.

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  Space Coast Credit Union

  • Assistant Manager, Member Service Center

    • Nov 2009 - Aug 2014

    Supervisor for first- and second-tier agents. Responsible for scheduling, training, goal-setting, delivery of monthly reviews and addressing agent issues in a timely manner for team of 15-21 agents. Involvement in special projects have included a wide variety of technical and customer service oriented skills, requiring team building, member service, marketing, training and technical knowledge.

  • Senior Call Center Associate

    • Dec 2007 - Nov 2009

    Supervisor for first-tier agents, responsible for agent training and handling escalated calls from members when necessary. The only Supervisor that worked consistently without direct supervision.

  • Member Relations Associate

    • May 2007 - Dec 2007

    Hybrid position: half-inbound member service, half-outbound sales/relations-- a unique position within credit union and the only employee to have held it. Produced excellent results until call volumes in the call center created a shift in priorities. Due to the unique nature of this position it required the same knowledge as regular member service agents with a heavier sales emphasis during outbound calls.

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  Harp Marketing, Inc

  • Supervisor On Duty

    • Jan 2006 - May 2007

    • Designed and Implemented Skills-based productivity management system• Designed and Implemented Management reports for Efficiency and Service Quality• Negotiated and interceded with representatives of major client companies (Aegon/Encore)• Supervised and processed human resource and payroll issues for 160+ employees in two call centers (Melbourne/New York).• Oversaw Reps and support staff, including scheduling and follow-through, in two Call Centers.

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  Americall Group, Inc.

  • Assistant Call Center Manager

    • Jan 2003 - Dec 2006

    • Responsible for all teleservices, on-site marketing for inbound/outbound shift• Trained and oversaw reps and support staff, including scheduling and follow-through• Designed and implemented training materials for new inbound program for both agents and supervisors.• Negotiated and interceded with representatives of major client companies (MBNA, Chase, Bank of America)• Proponent for team performance analysis, sales profitability and accountability• Represented call center manager during any absences in every phase of performance• Supervised and processed human resource and payroll issues for 150 employees