Intake Coordinator

• May 2020 - Present

Supervisor, Customer Service Call Center

• Jul 2014 - Jul 2019

 Meet monthly key call center performance goals for customer satisfaction, productivity and performance metrics for 20 direct reports.  Monitor and evaluate agent monthly performance, including call/email after QA monitoring, review productivity for the month and attendance reports.  Coaching employees to improve performance by using methods such as side by side reviews and monthly/quarterly call evaluations.  Conduct formal agent performance reviews including annual goal setting/performance development plan, mid-year performance review, and final year end performance reviews.  Ensure that customers’ questions and problems are resolved in efficient manner by de-escalating the phone call.  Talent management and acquisition by interviewing and hiring perspective call center agents.  Conducting weekly customer service meeting with staff and discuss call center challenges, knowledge reinforcement, and coaching techniques.  Attend leadership training each month on site to help develop my personal supervisory role; this would include off site training seminars such as “How to communicate with Tact & Professionalism”. Show less

Senior Customer Service Representative

• Mar 2006 - Jul 2019

 Meeting weekly inbound call average in Shared Service Center Product portfolio training for all new hires (14 catalogs of products)  Customer Service Department training for all new hires (4 week training program) Reporting directly to call center manager for added duties such as: reporting weekly call stats to the department, quality call evaluations and developing policies and procedures to support customer service expectations.  Provide weekly feedback to all senior management  Assisted in enhancing and administering development programs for new employees Exceptional ability to multi task and deliver projects in a timely manner Ability to run open order reports to cut down on outstanding orders that need cancelled in order to avoid lengthy outstanding orders with no promise to fill Completed voluntary customer service training to become a certified customer service rep Completed voluntary sharps safety training to become a product specialist in that category including, but not limited to butterfly needles, IV catheters, venipuncture needles, etc.  Recognized for several Star Card awards and several Over and Above awards for excellence in customer service, leadership, and innovation. Show less

Customer Service Supervisor

• Mar 2006 - Jul 2019