Accomplished manager with High efficiency in front-of-house and back-of-house operations. Proven ability to cut costs and decrease staff turnover. Successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive growth.
Track record of managing a wide variety of service issues quickly and efficiently.
Actively recruited and oversaw training for all new branch employees. Achieved proper compliance and accurate executive level reporting. Mentored staff to increase sales success and productivity. Developed standard operating procedures. Monitored key performance metrics. Modeled trends and adjusted branch plans accordingly.Consistently complied with company policies and government regulations. Designed sales and service strategies to improve revenue and retention.
Collected customer feedback and made process changes to exceed customer satisfaction goals.Mentored, coached and trained 15 team members. Developed, implemented and monitored new Quality Control process for internal calls and calls received by overflow call center. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified timeframes.Developed effective relationships with all call center departments through clear communication.Assisted with the development of the call center's operations, quality and training processes.Properly directed inbound calls in phone queues to improve call flow.
Coursework in Communications and Psychology
Dean's List Academic Achievement Award - 5 Semesters
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