Dedicated professional with over 10 years of experience in management, customer service, and collections seeking a challenging position to utilize my experience and skills.
Approved and corrected agent payroll. Created agent schedules daily. Facilitated curriculum to over 300 New Hire and CE Agents. Enforced Service Center policies, procedures and quality assurance metrics and goals. Provided technical support for Comcast Communications customers regarding multiple lines of business. Addressed negative customer feedback immediately. Resolved customer questions, issues and complaints. Provided daily reports regarding agent attendance, behaviors, and trends.
Provided administrative assistance and performed research duties regarding grant proposals for the Development Directing Manager. Interned with Field Investigators and Intake Specialists of the Illinois Child Protective Services, while observing and aiding in criminal and civil cases.
Assisted customers with reservation sales and various customer inquiries. Effectively developed telephone communication skills and consistently met desired quotas. Located and interpreted complex information from a number of databases.
AmCom/SPOK Software, SmartCenter, SmartWeb, SmartRefresh, Avaya QM, Viewer, Contact Recorder, CMS Manager, Soarian Financials, Kronos, Microsoft Word, Powerpoint, Excel, and Outlook.
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