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.
|Microsoft Office, Word,Excel,Powerpoint Tracksource, Clientsource, CMS, ICBM, NICE IEX, AS400, MSP,Citrix,CCS, Aspect, Agemni, ShoreTel, Oasis|
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.
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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