LiveCareer-Resume

us phones associate manager resume example with 7+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Customer support asset with 5+ years of experience in leadership. Spearheaded the expansion of the Regulatory and Litigation Complaints department at Coinbase while enhancing the organizational structure to achieve 100% service levels. Versatile professional with Workforce Management and Quality Assurance exposure.

Skills
  • Customer service skills
  • Document preparation
  • Training and Development
  • Strategic planning
  • Staff Management
  • Policies and procedures
  • Coaching and mentoring
  • Verbal and written communication
  • Project Management
  • Schedule optimization
  • Improvement initiatives
  • Key Performance Indicators Management
  • Business planning
Experience
06/2022 to 12/2022 US Phones Associate Manager Delray Beach, Florida | Delray Beach, FL,
  • Managed global business organization constructed of two supervisors and 40 individual contributors across the US and Philippines.
  • Supervised training and onboarding processes for all newly hired employees.
  • Coordinated resources from stakeholders and mapped out project deliverables.
  • Provided weekly coaching sessions to each direct report including tracking metrics and project deliverables.
  • Delivered organizational performance in Daily Business Review meetings to senior managers and directors of business.
  • Supported vendor relationships with contractors and business partner operations.
  • Collaborated weekly with Workforce Management teams for scheduling, real-time analysis, and reporting for production improvements.
  • Managed projects for After Call Work to strengthen and refine professional agent efficiency.
  • Partnered with Human Resources to manage low performers.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
  • Used data driven initiatives to increase employee performance, job satisfaction, strengthen retention and engagement.
10/2021 to 06/2022 Regulatory & Litigation Complaints Assoc. Manager Coinbase | City, STATE,
  • Managed global business organization constructed of two supervisors and 25 individual contributors across the US, Ireland, and Philippines.
  • Interviewed and made hiring decisions for qualified candidates to fill Complaint Support Analysts roles.
  • Oversaw training and onboarding process for all newly hired employees.
  • Pioneered business structure of Complaints org.
  • Developed OKR's and KPI's
  • Supervised implementation of regulatory guidance procedures for Ireland and all US state regulatory bodies.
  • Developed and maintained effective working relationships with lawyers within our legal department with weekly business meetings.
  • Communicated effectively both horizontally and vertically customer experience trends with service and products.
  • Initiated and established personal growth and career paths.
  • Facilitated team meetings communicating policy updates, company updates, team morale.
  • Created and managed team work schedules, holiday and planned time off strategy.
  • Partnered with internal Quality teams to build out analyst assessment models.
09/2019 to 09/2021 Quality Assurance Analyst Advanced Homecare/Adapthealth | City, STATE,
  • Created Customer Care Quality Form, Quality Form questions, and Quality Form point scaling for Quality metrics to be infused into customer service agents overall performance scorecard.
  • Audited more than 400 calls for 32-37 support analysts per month for accuracy and patient experience observations.
  • Delivered 50 - 60 emails monthly providing coaching feedback for improvement opportunities.
  • Reviewed, critiqued, and delivered feedback from agent's peers for developmental efforts.
  • Handled 40-60 inbound and callback phone inquiries for customers in support analysts roles.
  • Resolved manager escalations in absence of floor manager.
09/2018 to 09/2019 Central Logistics Team Lead Advance Home Care | City, STATE,
  • Supervised team of 13-15 tenured, newly hired, and temporary Logistics Agents
  • Provide real-time and one-on-one feedback for development and efficiency
  • Managed, tracked and updated Shared Accountability Plans for team members as needed
  • Attended weekly and monthly Senior leadership meetings evaluating site level performance and leadership development
  • Facilitated team meetings communicating updates from 10 regions, company updates, team morale initiatives, and provide feedback to team members regarding improvement opportunities
  • Interviewed and hired qualified candidates to fill role of Logistics Agent
  • Created and managed team’s schedules
  • Approved and tracked leave and time away from work
  • Take escalated phone calls seeking prompt and effective solutions to service failures
  • Handled inbound calls from patients or internal business partners, made outbound calls to patients or drivers as dispatcher, routed drivers as dispatcher, and updated databases for tracking and efficiency of orders.
03/2015 to 06/2018 Individual Customer Service Supervisor UnitedHealth Group | City, STATE,
  • Managed team of 17-25 tenured and newly hired Benefit Advocates
  • Provided monthly coaching sessions to each report while tracking their metrics, delivering goal requirements, and entering coaching forms for tracking purposes
  • Managed, track and update Corrective Action Plans for team members as needed
  • Attended weekly and monthly Senior leadership meetings evaluating site level performance
  • Facilitated team meetings communicating policy updates, company updates, team morale initiatives, and provide feedback to team members regarding improvement opportunities
  • Audited 80 to 90 calls per month to ensure that each agent on team are in compliance with business requirements, providing excellent member experiences, and developing into polished representatives of company.
Education and Training
Expected in to to B.S. degree | Graphic Communication Systems North Carolina Agricultural And Technical State University, Greensboro, NC, GPA:

Studied in the Department of Technology pursuing a B.S. degree in Graphic Communication Systems

Software

Microsoft Office Suite

Negotiated

Google Suite

Negotiated

Confluence

Negotiated

Salesforce

Negotiated

Lattice

Negotiated

Docebo

Negotiated

Coda

Negotiated

Asana

Negotiated

SharePoints

Negotiated

Google Docs

Negotiated

Slack

Negotiated

Genesys Purecloud

Negotiated

Looker

Negotiated

Lean Six Sigma

Negotiated

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Resume Overview

School Attended

  • North Carolina Agricultural And Technical State University

Job Titles Held:

  • US Phones Associate Manager
  • Regulatory & Litigation Complaints Assoc. Manager
  • Quality Assurance Analyst
  • Central Logistics Team Lead
  • Individual Customer Service Supervisor

Degrees

  • B.S. degree

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