A skilled and results driven professional with over 10 years customer service experience. Excellent planning and organizational skills resulting in optimum functioning of the department and the consistent achievement in customer service standards. Proven interpersonal and motivational ability to ensure a strong team approach and the attainment of maximum performance levels and productivity. Responsible for the introduction of a number of successful customer service initiatives. A dedicated supervisor with the ability to obtain outstanding results in a challenging environment. Obtain a customer service management position where I can effectively utilize my expertise in customer relations and staff leadership.
Customer Service Supervisor/Team Lead, 01/2013 Benefit Strategies, LLC – 967 Elm St
Identify agent strengths and opportunities that enable me to coach to maximum performance levels Provide constructive feedback to manage employees that need improvement in targeted areas Accountable to meet deadlines for specific initiatives and/or action items Prepare, conduct and document monthly coaching sessions with employees Highlight employee strengths and incorporate into a personalized career path Resolve member escalations Identify and resolve operational defects within our systems and processes within the IP queue Conducts annual performance reviews for team members Mentor newly hired supervisors and share best practices Maintain strong interdepartmental relationships Motivate agents to deliver superior customer service and high performance to achieve set goals Apply all administrative task including but not limited to: Agent timecards, documentation of agent performance/coaching, reviews, corrective actions and development plans Interviewed potential new hires.
Escalation Specialist, 06/2010 to 01/2013 Benefit Strategies, LLC – 967 Elm St
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Referred unresolved customer grievances to designated departments for further investigation.
Prepared reports and communication for senior management and clients.
Managed high call volume with tact and professionalism.
Initiated operations improvements to improve overall call center productivity.
Provided incentive to increase productivity by offering employees awards for best customer service.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Managed call center from initial start-up to full operational status.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Met or exceeded service and quality standards every review period.
Developed all process controls and metrics for daily management of the Call Center.
Call Center Specialist, 10/2007 to 06/2010 Callogix – Bedford, NH
Resolved member and provider escalations and assisted peers with coaching questions while skilled in the Resource/Escalated queue Quality assurance/control specialist Training coach Claims processor Implemented and created call center SOP's Call center SOP council representative Channels member feedback to appropriate management to improve the quality of future service Explains clearly the reasons behind requests, decisions and planned actions Follows up with the members to ensure member satisfaction Deviates, when necessary, from standard operating procedures to ensure quality service for all members Demonstrates willingness to experiment and develop new approaches to meeting customer satisfaction and company standards Sets clear mutual expectations with members and team members.
Food Service Attendant, 04/2002 to 01/2007 Aramark Inc – Lowell, MA
Provided food service support for long term facility by performing the preparation of high quality nutritional foods; plating & tray line assembly; delivery of trays; transporting of meals in a timely manner.
Disassembled and sanitizes workstation after each meal in compliance with OSHA and Dept.
of Public Health guidelines in order to ensure work place safety.
Coordinated the ordering of supplements for assigned units in order to meet residential needs.
Successfully completed certificate program for Medical Assisting: 1 2007 Lincoln Technical Institute -
1 2006 Lowell High School -
administrative, assembly, Call center, coach, coaching, council, Critical thinking, customer satisfaction, customer service, delivery, documentation, IP, Leadership, Teambuilding, Mentor, Microsoft Excel, Outlook, PowerPoint, Word, performance reviews, Performance Management, Process Improvement, processes, quality, Quality assurance, safety, SOP, Strategic Planning, Supervision, Time Management, written communication