Skilled Manager talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty.
Responsible for delivering quality assurance audits and reporting for tele-service and back office agents.
Responsible for building and maintaining the NICE Perform system.
Developed customer survey for use in all regions.
Identified inefficiencies and made recommendations for process improvements.
Oversaw the development and launch of a new Universal Call Quality Form for use in all regions.
Mentored, coached and trained 15 team members.
Oversaw several different job and process relocations.
Mentored, coached and trained team members for Customer Care, Dolex, and The Player Cash help desks.
Boosted company efficiency through technology upgrades and process improvements such as moving the Players Cash help desk on to Tracker, and revamping the PC@ customer service research process. .
Developed the customer service and chargeback tool for DolEx.
Presented at 2 industry conferences to audiences of 100+ peers and leaders in the field.
Earned the The Gold Medal for Best Supervisor in the Americas from Contact Center World.
Developed interesting course plans to meet technical, intellectual and social needs of employees
Used variety of teaching techniques to encourage critical thinking and discussion.
Trained US and Canadian Tele-Service, Player Cash, Forklift Operation, New Employee Orientation, Sales, and Soft Skills to diverse groups of employees.
Received high remarks for the creativity of classroom lesson plans and instructional techniques from employees and management.
Earned positive verbal/written feedback from participants regarding classroom instruction and student learning success.
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