Experience

CastleRock Security

• Security and Investigations
• 1 - 100 Employee

• Customer Relations Supervisor

  • Mar 2006 - Present

  Supervised the inbound Customer Relations team consisting of 25- 35 representatives including two Team Leads for a national home and commercial security organization. Inbound team handled general, billing, basic technical, retention and collection calls for approximately 60K customers which generated 12-15K calls into the call center monthly. Customer satisfaction strategy focused on first call resolution that enhanced the customer experience and increased team/department productivity. Overall… Show more Supervised the inbound Customer Relations team consisting of 25- 35 representatives including two Team Leads for a national home and commercial security organization. Inbound team handled general, billing, basic technical, retention and collection calls for approximately 60K customers which generated 12-15K calls into the call center monthly. Customer satisfaction strategy focused on first call resolution that enhanced the customer experience and increased team/department productivity. Overall responsibility equates to $2 million in budget management annually.

• Quality Asurrance Analyst

  • Mar 2007 - Mar 2009

  •Monitor and evaluate call observations for a minimum number of inbound/outbound calls per week to ensure excellent customer service is achieved. •Work closely with supervisors and managers to improve call performance. •Coach and provide feedback to agents and management to ensure quality service is provided. •Apply management reports and other statistical data to improve results and identify trends. •Recommend process improvements and assess current quality issues individually and… Show more •Monitor and evaluate call observations for a minimum number of inbound/outbound calls per week to ensure excellent customer service is achieved. •Work closely with supervisors and managers to improve call performance. •Coach and provide feedback to agents and management to ensure quality service is provided. •Apply management reports and other statistical data to improve results and identify trends. •Recommend process improvements and assess current quality issues individually and by team, then make improvements. •Conduct calibration sessions with team leads and supervisors to improve consistency and work to achieve common quality and produce results. •Participate and assist in conducting professional development workshops with supervisors and customer service representatives as related to any quality processes and procedures.



Amtrak

• United States
• Rail Transportation
• 700 & Above Employee

• Reservation and Sales Agent

  • May 2000 - Aug 2004

  Inbound call center Made reservations for customers planning trips Provided quotes for future trips Upsale of seats from coach to firstclass upsales of seats to bedroom accomodations Inbound call center Made reservations for customers planning trips Provided quotes for future trips Upsale of seats from coach to firstclass upsales of seats to bedroom accomodations



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Credit and Activation Representative

  • Sep 2002 - Jan 2004

  Inbound call center took inbound calls from employees at store locations and kiosks ran credit on customers to see if they qualify to recieve service without a deposit Ran credit on businesses thru Dunn and Bradstreet to see if the company qualified for service Activated phones if store locations were not able to activate Inbound call center took inbound calls from employees at store locations and kiosks ran credit on customers to see if they qualify to recieve service without a deposit Ran credit on businesses thru Dunn and Bradstreet to see if the company qualified for service Activated phones if store locations were not able to activate