Description :

1. Led recruitment and training initiatives for new hires, enhancing team capabilities.
2. Managed disciplinary actions, ensuring compliance with company policies.
3. Built strong customer relationships to effectively resolve complex issues.
4. Established quality standards for call monitoring, improving service delivery.
5. Exceeded quality assurance goals, raising average QA scores from 70 to 98.
6. Coached team members to improve service levels and reduce response times.
7. Facilitated weekly coaching sessions to equip team members with necessary resources.

Experience

2-5 Years

Level

Junior

Education

BABA

Description :

1. Supervised a customer service team of 12, ensuring high-quality support for 800 daily customers.
2. Fostered a customer-centric environment, enhancing service quality and team morale.
3. Delegated tasks and monitored progress to ensure timely completion of service requests.
4. Recommended personnel actions, including promotions and performance improvement plans.
5. Adapted resources creatively to meet evolving customer needs and expectations.
6. Streamlined processes for product returns and exchanges, improving customer satisfaction.
7. Trained and mentored new team members, promoting a culture of excellence and teamwork.

Experience

10+ Years

Level

Consultant

Education

B.A. in Bus. Mgmt.

Description :

1. Conducted regular audits to ensure compliance with customer service protocols and procedures.
2. Managed workflow by assigning agents to various customer service roles, optimizing team efficiency.
3. Interviewed and trained new hires, providing performance evaluations for up to 10 employees.
4. Ensured adherence to all company policies and federal regulations, maintaining operational integrity.
5. Compiled daily reports on customer interactions, service metrics, and operational performance.
6. Fostered positive customer relations by delivering exceptional service and resolving issues promptly.
7. Collaborated with cross-functional teams to ensure timely and efficient service delivery.

Experience

10+ Years

Level

Consultant

Education

B.A. in Bus. Mgmt.

Description :

1. Led a team of 15 customer service representatives, enhancing service quality and operational efficiency.
2. Implemented training programs that improved team performance and reduced turnover by 20%.
3. Monitored key performance indicators (KPIs) to identify areas for improvement and drive results.
4. Conducted regular performance reviews and provided constructive feedback to team members.
5. Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
6. Facilitated team meetings to discuss challenges, share best practices, and celebrate successes.
7. Collaborated with cross-functional teams to enhance service delivery and resolve customer issues.

Experience

5-7 Years

Level

Junior

Education

B.S. in BA

Description :

1. Led a team of 20 customer service representatives, ensuring adherence to productivity and quality standards.
2. Resolved escalated customer complaints, enhancing customer loyalty and retention.
3. Collaborated with management to refine service policies, improving overall service delivery.
4. Conducted regular training sessions to enhance team skills and service quality.
5. Monitored call metrics and provided actionable feedback to representatives for continuous improvement.
6. Streamlined operational processes, resulting in a 20% increase in team efficiency.
7. Fostered a positive team environment, promoting engagement and motivation among staff.

Experience

10+ Years

Level

Consultant

Education

B.S. in BA

Description :

1. Successfully led initiatives that improved customer satisfaction and retention rates by 25%.
2. Managed a team of customer service representatives, enhancing service center profitability by 15%.
3. Developed and implemented training programs that improved call center operations and quality assurance.
4. Enhanced customer interactions through continuous staff training and performance feedback.
5. Ensured call center objectives were met by streamlining communication between departments.
6. Collaborated with management to implement changes that boosted customer satisfaction ratings.
7. Trained and mentored a team of 15, achieving company targets and reducing costs by 10%.

Experience

10+ Years

Level

Management

Education

B.A. in Bus. Mgmt.

Description :

1. Engaged customers to ensure a positive service experience, enhancing loyalty and retention.
2. Trained and mentored associates, driving a 20% increase in customer satisfaction ratings.
3. Developed and monitored key performance indicators, leading to improved operational efficiency.
4. Coached team members to foster a culture of trust and accountability, enhancing team dynamics.
5. Ensured safety and security protocols were followed, maintaining a safe environment for staff and customers.
6. Maintained high-quality service standards through continuous coaching and adherence to best practices.
7. Implemented feedback mechanisms to improve service delivery and address customer concerns proactively.

Experience

2-5 Years

Level

Junior

Education

B.A. in Bus. Mgmt.

Description :

1. Led a team of 30 remote customer service representatives, enhancing service quality and team performance.
2. Developed and implemented training programs that improved employee performance and customer satisfaction.
3. Created action plans to address performance issues, ensuring compliance with company policies.
4. Conducted interviews and selected candidates, improving team capabilities and service delivery.
5. Initiated a remote agent model, providing training and resources for effective remote work.
6. Monitored and documented employee performance, providing feedback for continuous improvement.
7. Resolved customer complaints efficiently, ensuring a positive experience and loyalty.

Experience

10+ Years

Level

Consultant

Education

B.S. in BA

Description :

1. Identified and analyzed operational challenges, providing actionable solutions to improve team performance and productivity.
2. Defined service level targets and monitored compliance to ensure achievement of organizational goals.
3. Presented strategic recommendations to enhance processes and improve customer experience.
4. Managed team schedules to ensure optimal coverage and efficiency while fostering a positive work environment.
5. Oversaw daily operations of the customer care center, ensuring high-quality service delivery.
6. Assisted in implementing performance-based compensation programs to motivate staff.
7. Utilized data analysis to track call volume trends and optimize resource allocation.

Experience

2-5 Years

Level

Junior

Education

B.S.B.A.

Description :

1. Mentored staff on resolving complex customer issues, enhancing overall team competency.
2. Implemented and refined departmental policies to improve service delivery efficiency.
3. Conducted performance evaluations, providing actionable feedback to support employee growth.
4. Analyzed service metrics to identify trends, driving continuous improvement initiatives.
5. Facilitated hiring processes, ensuring a strong team fit through effective interviews.
6. Effectively communicated updates on company policies and procedures to enhance team alignment.
7. Designed and delivered training sessions aimed at improving service skills and product knowledge.

Experience

7-10 Years

Level

Management

Education

B.A. Comm.

Description :

1. Conducted monthly performance evaluations to assess team members against established goals, fostering accountability and growth.
2. Analyzed daily performance data to identify strengths and coaching opportunities, enhancing overall team effectiveness.
3. Implemented a daily training check system to ensure team members remained proficient in medical terminology and resources.
4. Monitored call quality and provided actionable feedback, collaborating with the Operations Manager to drive performance improvements.
5. Coached agents on complex insurance processes, enhancing their ability to assist members effectively.
6. Supervised daily operations, ensuring agents were well-informed on Medicare updates and compliance.
7. Led recruitment efforts, conducting interviews to select candidates who aligned with organizational values and objectives.

Experience

10+ Years

Level

Senior

Education

B.A.

Description :

1. Led a Service Recovery team of 18, enhancing customer satisfaction and driving team performance.
2. Oversaw a Quality team of 4, ensuring service excellence and compliance with standards.
3. Monitored service levels and call volumes, implementing strategies to optimize efficiency and cost-effectiveness.
4. Developed strategic daily plans for the call center, aligning resources to meet customer needs.
5. Facilitated consistent training and coaching, significantly improving team dynamics and performance.
6. Coordinated customer call schedules and service requests, ensuring timely responses and satisfaction.
7. Supported team members in adapting to process changes, fostering a culture of continuous improvement.

Experience

5-7 Years

Level

Executive

Education

B.S.B.A.

Description :

1. Ensured all calls, emails, and chats consistently meet established quality goals for customer interactions.
2. Prepared and presented monthly evaluation reports to executive management, highlighting team performance and areas for improvement.
3. Built effective relationships across departments to enhance customer and agent experiences.
4. Analyzed customer journey data to identify optimization opportunities and prevent issues.
5. Developed an operational roadmap prioritizing improvement initiatives to enhance customer service.
6. Utilized data analytics to measure the impact of customer experience initiatives.
7. Collaborated with product and operations teams to define customer journeys and business requirements.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Managed the activities of 20 team members across multiple locations to drive service excellence.
2. Monitored and evaluated the performance of 2 customer support teams, implementing improvements as necessary.
3. Designed and executed programs to maximize customer satisfaction and oversee on-site service representatives.
4. Owned team productivity metrics; recruited, trained, and mentored new customer service representatives.
5. Delivered detailed monthly reports to senior management outlining departmental performance and improvements.
6. Proactively addressed negative customer feedback, resolving issues promptly and effectively.
7. Implemented training sessions focused on conflict resolution and customer engagement strategies.

Experience

7-10 Years

Level

Management

Education

B.S. in BA

Description :

1. Supervised a team of 20 handling inbound customer service calls, ensuring high-quality service delivery.
2. Facilitated technical training during a significant company merger to enhance team adaptability.
3. Identified and implemented innovative solutions for escalated customer inquiries, improving resolution rates.
4. Played a key role in the transition process during the merger of First Card Systems to First Systems.
5. Recruited and onboarded new customer service advisors for a new call center, enhancing team capabilities.
6. Assisted in the start-up of the inbound customer service call center, establishing operational protocols.
7. Trained support staff on software systems and office procedures, contributing to team efficiency.

Experience

2-5 Years

Level

Executive

Education

BBA

Description :

1. Managed a portfolio generating $10K in annual revenue through strategic client relationship management.
2. Oversaw employee performance, including counseling, hiring, and terminations, ensuring compliance with company policies.
3. Administered employee benefits and maintained accurate records for all staff.
4. Processed payroll for 100 employees, ensuring timely and accurate compensation.
5. Maintained comprehensive employee files including applications and tax documentation.
6. Facilitated monthly team meetings to enhance communication and collaboration among staff.
7. Developed training materials to improve service delivery and team efficiency.

Experience

10+ Years

Level

Senior

Education

B.S. in BA

Description :

1. Identified client needs and strategically matched skilled employees to temporary and permanent assignments, ensuring quality control on all orders.
2. Developed and managed weekly production schedules for multiple Fortune 500 clients across various shifts.
3. Executed recruitment, interviewing, and onboarding processes for flexible staffing solutions.
4. Provided counseling and performance management for over 180 temporary employees, documenting issues and implementing corrective actions.
5. Delivered training on various software programs, enhancing user proficiency and operational efficiency.
6. Managed the processing of client orders, ensuring accuracy and compliance with job specifications.
7. Established pay rates and billing structures for field employees, adhering to company guidelines.

Experience

7-10 Years

Level

Management

Education

BBA

Description :

1. Trained and developed Customer Support staff, enhancing service quality and team performance.
2. Ensured adherence to policies and procedures, addressing issues and collaborating with HR on potential concerns.
3. Handled escalated calls, ensuring customer satisfaction for complex inquiries and complaints.
4. Monitored staffing levels and call queues to maintain optimal phone coverage and service levels.
5. Managed inbound communication channels, including calls, emails, and faxes, ensuring prompt responses.
6. Facilitated quarterly team-building exercises to foster collaboration and morale among staff.
7. Coordinated training programs for a technical support team of 150, enhancing service knowledge and skills.

Experience

7-10 Years

Level

Consultant

Education

B.S. in Bus. Mgmt.

Description :

1. Coached and trained colleagues on new and established procedures within the telecommunications industry.
2. Managed outbound communications to update customers on fault diagnosis and service updates.
3. Coordinated customer activities by prioritizing tasks and facilitating communication with engineering teams.
4. Handled inbound inquiries, providing account information, scheduling service appointments, and offering technical support.
5. Built relationships with customers, negotiating solutions to enhance satisfaction and loyalty.
6. Collaborated with engineers on project requirements and customer needs.
7. Ensured customers received timely assistance and high-quality service through effective communication.

Experience

7-10 Years

Level

Management

Education

B.S. in BA

Description :

1. Oversaw customer support staff across various markets, ensuring high-quality service delivery.
2. Developed and implemented training materials for onboarding new team members.
3. Reviewed and revised promotional materials for clarity and accuracy.
4. Monitored compliance with international import/export regulations.
5. Maintained updated operational guidelines and communicated changes to staff.
6. Managed inquiries from clients via phone, email, and fax, ensuring timely responses.
7. Processed customer orders, applications, and requests efficiently.

Experience

2-5 Years

Level

Junior

Education

B.S. in BA