GMAC Insurance Contact Center Manager | Maryland Heights, MO | February 2006 - April 2008Managed, led sales and service teams to support customers, products and services. Drove the development of superior customer
service, high performance leading workflow distribution and floor management
to ensure service levels were satisfied.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Addressed and resolved customer product complaints empathetically and professionally. Planned and delivered service and sales skill competency training to an average of 30 account representatives per week. Conducted one-on-one tutoring sessions for new employees. Clearly communicated objectives for all lessons, units and projects to all participants.