Introduction

Customer service, vendor relations, and sales professional with vast leadership and execution experience. Proven track record in developing strategies that enhance customer satisfaction and drive business growth.

Expertise

Expertise in staff hiring, on-boarding, training, and performance evaluation, with a focus on team building and continuous improvement. Strong commitment to fostering customer satisfaction, loyalty and retention.

Previous Roles

Director of Service Provider Network & Operations (Integral Group Solution)

 

Call Center Manager/Call Center Supervisor/Deputy Director of Service Provider Network/Documents Compliance Manager/Operations Supervisor/ Call Center Team Lead (Road America)

Programs

Roadside Assistance, Home Assistance, Medical Assistance, Travel Insurance, Waranty Services, etc.

Teams

Customer Service Representatives, Service Assistance Agents, Vendor Relations Managers, Account Payables Reps., & Product Knowledge/Support Representatives.

SKILLS

Call Center Management

Operational Efficiency

Data Analysis & Process Improvement

Goal Setting & Procedures Implementation

Call Scripting/ Upselling Techniques

Innovation

Customer Retention Initiatives

Attention to Details

Project Management

Inter-Departmental Collaboration/Reporting

Customer Experience Optimization

Forecasting & Projecting (Data Driven Strategies)

Safety, Inclusiveness, & Compliance

Leadership

Training, On-boarding, & Development

Team Building

De-escalation/

Conflict Resolution

Effective Coaching & Mentoring

Active Listening

Monitoring & Enhancing Team Performance

KPI's Setting, Achievement, & Reporting

Optimal Workforce Management

Team Engagement & Motivation

Accountability

Positive Work Environment

Systems

CRM

Microsoft Office

Zendesk

ServiceNow

Operating Systems

Communication Software

Survey Platforms

Softphone/VoIP & Other Tepphny Technology

IVR/CTI