A highly-motivated individual with twelve years of professional experience. Organized, flexible, creative, and service-oriented. Offering a combination of creativity and problem solving abilities. Ability to develop and train new employees. Ability to handle inquiries and resolves problems as they arise.
Skills
Skilled trainer
Excellent time management skills
Effective problem solver
Customer-focused
Team building
Employee training and development
Works well under pressure
MS Office expert
Flexible
Organized
Accurate and detailed
Work History
2011 to Current
Team LeadUniversity Of Michigan – Ann Arbor, MI,
Responsible for planning, organizing, leading, and controlling the operational, fiscal and personnel activities to meet work units service levels.
Lead the Non-phone team by tracking team member performance insuring that service level agreements are met, and ensuring all non-phone related work is completed in the allotted amount of time Process and make determinations of approvals on Temporary Assistance Request for students' with temporary injuries to use on College Board Exams Work with the Learning and Development department to develop new Training Materials, as well as updating existing training materials for existing staff members Lead new hire training classes to ensure that new staff has the proper information to assist customers questions and concerns.
As well as, run refresher training classes for existing staff members Assist with interviewing and hiring of new staff members Track and report on metrics, key volume indicators for individual and group performance to senior management Monitor and evaluate Customer Service Representatives to ensure quality information is being provided to College Board customers Handle escalated customer issues/request and determine the appropriate actions to take.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Facilitated inter-departmental communication to effectively provide customer support.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Identified individual development needs with appropriate training.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
2002 to 2011
Service Team LeaderAbb Ltd – Flowery Branch, GA,
Support Store Management and helping run daily Front End Operations
Manage the staffing, scheduling, training and development of cashiers and Helping Hands, as well as performing observations
Conducted annual performance reviews
Ensured department tasks are completed efficiently, and in a timely manner
Manage store operations during the evening hours in the absence of store or department managers, making sure that the store is running efficiently and effectively
Assisting customers and employees in need of assistance and handling other situations that may develop throughout the store
Deliver incredible customer service by assisting fellow departments with any customer concerns or complaints by using my best judgment in order to satisfy the customers
Assist with community events that the store takes part in.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures
Fostered an environment which encouraged continual process improvements.
Current to Current
Senior Customer Service RepresentativeNorthwell Health – Nyack, NY,
Assist a verity of task associated with customer and client services for the College Board Services for Students with Disabilities Call Center
Communicate with students, parents, high school counselors, and test center supervisors via telephone contact to provide and obtain information regarding the testing process
Communicate with parents and high school counselors about the process to apply for accommodations to use when testing on College Board Test
Assist students and parents with applying for College Board test with approved accommodations, as well as registering students over the phone for SAT and SAT Subject Test
Assist department management staff with the development of training materials, and assist in training new employees.
Support pharmacist and performs many pharmacy-related functions
Developed customer relations.
Built relationships to gain loyal customer base Provide technician training to newly hired staff Completed prescription processing and problem solving Manage inventory control system.
Maintained and ordered inventory according to cliental needs Medicare Part-D specialist- Assist customers understand their prescription plan by walking them through the benefits provided by the carrier Consult with Insurance companies to provide assistance to customers.
Education
Expected in
Masters: Human Resource University of Scranton - Scranton, PA GPA: Human Resource
Expected in 5 2006
Bachelor of the Arts: Elementary Education Kean University - Union, NJ GPA: Cum Laude. Cum Laude.
Accomplishments
The Dale Carnegie Course
Skills for Success-
Completed March 19, 2014
Six Sigma Certification – Completed September
29, 2014
Awarded Green Belt
Certifications
Skills
benefits, Call Center, CRM, client, customer relations, Customer Service, senior management, hiring, Insurance, inventory, inventory control, Team Lead, Microsoft Office, organizing, People Soft, performance reviews, personnel, problem solving, quality, Quality Control, SAT, scheduling, service level agreements, staffing, technician, telephone, phone, Employee Training, Training Materials
Additional Information
HONORS Kean University Deans List Phi Alpha Theta (History Honor Society) Lamda Alpha Sigma (Kean Honor Society) Kappa Delta Pi (International Honor Society in Education) AWARDS & CERTIFICATES The Dale Carnegie Course Skills for Success- Completed March 19, 2014 Six Sigma Certification - Completed September 29, 2014 Awarded Green Belt
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