As a Customer Care Leader in management of 17 years, I have a diverse abilities and experience that have a valuable impact in the growth, development and implementations of processes. I consistently ensured the effectiveness of all daily customer care operations. Providing management of workload, monitoring performance, coaching team leaders, supervision and feedback. This ensured conformity of achievement of department quality and productivity standards. As a servant leader of people I foster the motivation to lead. Taking on the responsibility toward employees as individuals and the stewardship for them and the organization as a whole.
2 years
Exceeded the QBE KPI objectives by receiving the Benchmark Portal's Center of Excellence Award (eight consecutive years)
Resolved customer complaints by identifying problems and taking appropriate corrective action - resulted in 95% average for Customer Satisfaction and department efficiency.
Demonstrated professional etiquette and manners when interfacing with customers which resulted in 60% improved feedback of customers
Improved the efficiency of customer service department 20% by providing both training for new hires and setting up training materials.
Fort Worth, TX, 2010 - 2015
- Supervised and managed 6 - 9 Inbound and Outbound B2B and B2C Supervisors; responsible for the operational soundness of the regional insurance tracking and loan servicing operations.
- This includes achieving service standards, delivering service cost effectively, providing leadership to staff and management, ensuring career opportunities and performance motivation.
- Asset Protect program uses QBE's suite of lender-placed insurance and reinsurance products to provide a safety net and Recruiting, hiring, staffing and training qualified individuals for the regional office.
- Encouraged management and associates to explore and implement process improvement initiatives and include a formalized evaluation process, monthly reporting, through strategic and tactical plans that explain how the expected improvements are to be achieved.
- Assured the staff within the unit provided performance reviews, counseling, career guidance, set goals and salary equity.
- Maintain a relationship with each client that ensured the office met or exceeding the service expectations.
- Responsible for creating, presenting and performing within the expense budget, as modified to meet the needs of the business.
, , 2005 - 2010
- Supervised and managed a team of 15 - 25 customer services representatives.
- Monitored productivity, call quality and account accuracy.
- Administered individual monthly, quarterly and annual performance reviews.
- Scheduled development sessions to identify strengths and weakness of individuals work performance.
- Quantified performance actions plans, disciplinary steps to ensure consistency and compliance with the required performance standards.
- Strong written and oral communications; communicate information in a clear, well-organized, and professional manner
- Identify opportunities for process improvement and increased efficiency; consult and recommended changes and strategies to leaders.
- Adapt and be flexible in a complex changing environment
- Maintained composure and professionalism by responding calmly, quickly, professionally and decisively to the unpredictable or unexpected.
City, STATE, 1997 - 2005
- Supervised and managed 10-15 entry level supervisors and 15 - 20 customer service employees to achieve set goals.
- A key component of the position is to manage quality and productivity of assigned customer service team to provide excellent customer service, recommend and implement cost savings initiatives including improved problem ticket management, and quality improvements.
- Oversee the development of customer service employees, to ensure performance objectives are met and to develop employees' skill sets.
- Follow detailed coaching processes as the basis for development of employees in all performance categories.
- Determine creative solutions outside general guidelines, as appropriate, based on individual circumstances.
- Educate team on time management and meeting all metrics including aggressive productivity targets
- Strategized with peer teams and management to identify areas that can be improved to provide better support for customer.
AS400, B2B, budget, Citrix, CMS, coaching, oral communications, counseling, client, customer services, excellent customer service, customer service, equity, hiring, insurance, leadership, Excel, Microsoft Office, office, Powerpoint, Word, NICE, performance reviews, presenting, processes, process improvement, quality, Recruiting, reporting, safety, staffing, strategic, time management, well-organized, written
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School Attended
- ASU
Job Titles Held:
- Customer Care Manager
- Customer Care Team Manager
- Team Development Leader Sale and Customer Service
Degrees
- Associate of Science
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