Knowledgeable and dedicated customer service professional with extensive experience in telecommunications industry. Solid team leader with outgoing, positive demeanor and proven skills in business administration, customer service and sales. Personable, energetic and results-oriented with exemplary passion for developing relationships, and growing teams. Engaged leader in motivating teams through guidance, training, development and coaching. Perceptive leader who cultivates positive customer relationships and accomplished in providing unsurpassed support to demanding customers. Motivated to maintain customer satisfaction and contribute to company success.
Supervise retail sales reps to ensure a high level of customer satisfaction, professionalism, and courtesy during all face to face transactions exists and is sustained. Consistently meet or exceed weekly and monthly retention activity goals by coaching sales reps. Ensure that reps are educated on and abide by the business rules surrounding customer interactions. Coach team members work to acquire new customers and retain retail customers, resulting in customer and revenue growth. Handle escalated customer concerns, manage and resolve difficult situations. Ensure consistent application and enforcement of all store policies, processes, and practices to provide a superior customer service experience. Consistently have maintained retail location to achieve high rating in daily operations of store in our monthly company audits. Responsible for team's attendance, quality assurance adherence. Responsible for interviewing, hiring and training new staff. Responsible for office cash management and mobile inventory.
Responsible for overseeing the clinic's call center scheduling team. Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement. Developed processes to improve workflow, provider appointments and scheduling processes. Handled and resolved patient complaints. Ensured center team followed all policies and procedures to maintain strict confidentiality of personal health information (HIPAA compliance). Assessed team's performance and implemented metric goals. Collaborated with all departments of the clinic to provide patient-centered care and participated in the clinic's task force committee to help develop any new processes. Developed call center scheduling dashboard to enhance provider scheduling requirements and minimize scheduling errors.
Oversee retail store locations (Georgetown, Leander, Pflugerville) responsible for the performance of retail store representatives. Conduct interviews, recruit and train new employees. Set monthly sales performance goals to ensure team was proactively selling through sales blitzes, coaching and feedback. Responsible for stores daily cash handling, bank deposits, account adjustments and audits. Responsible for handling and resolving local corporate escalations and Better Business Bureau complaints. Responsible for organizing company's local community public relationship and employee events.
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