Established mentor and leader in Comfort
Care who possesses extensive customer service experience, experience in
managing, coaching and leading employees.
I am a subject matter expert on La-Z-Boy product, systems and policies.
Exceptional interpersonal communication
Excellent time management skills
Effective problem solver
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
Experienced with La-Z-Boy product, processes and programs
Exceptional mentoring skills
Understanding of La-Z-Boy's goals and company vision
Respected by employees and management team
08/2011 to Current
Quality CoachLa-Z-Boy Incorporated – Monroe, MI
Participated in implementing the Quality Manager program.
Conduct side by side and recorded call monitoring for a team of 50-60 customer service representatives and provide feedback in coaching sessions.
Conduct live monitoring to provide immediate feedback to customer service representatives.
Work with the management team, trainer and operations team to continuously improve coaching, training and its delivery.
Mentor and provide ongoing floor support.
Identifies training need and participates in the development
of desk side training tools.
Provide on-going coaching and feedback to employees through
side by sides and individual meetings.
Provide input for the development, content/curriculum,
maintenance, and continuous improvement of Comfort Care training.
Participate in training needs analysis through interactions
with other functions, one-on-ones and other diagnostic tools to organize
training for the target groups, as necessary.
Utilize a quality score card for CSR feedback.
Lead calibration sessions to ensure consistency in feedback.
Participates in projects to help develop, update or implement new processes.
05/2010 to 08/2011
Customer Service RepresentativeLa-Z-Boy Incorporated – Monroe, MI
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Acted professionally and patiently when addressing negative customer feedback.
Resolved customer complaints efficiently and quickly.
Participated in mentoring of new hires
01/2008 to 03/2010
Property ManagerHampton Apartments – Monroe, MI
Responsible for the daily operation of a 300+ unit apartment complex.
?Completed final move-out walk-throughs for tenants.
Introduced and monitored effective lease renewal programs.
Verified that all customer complaints were handled promptly and appropriately.
Communicated effectively with owners, residents and on-site associates.
Maintained a sufficient number of units so that they were market-ready at all times.
Communicated with landlord regarding building and tenant issues.
Handled disciplinary actions and terminations.
04/1988 to 01/2008
Office ManagerDominic Perna Construction – LaSalle, MI
Managed the office to ensure the company ran efficiently.
Responsible for the daily operations of the office.
Communicated with employees, owner, customers and vendors.
Reponsible for all company financials.
Worked with insurance companies for all business policies.
Handled all confidential information pertaining to employees.
High School Diploma: Accounting & BusinessMonroe County Community College - Monroe MI