I am responsible for driving a best in class customer experience. I provide overall direction around achieving targeted KPIs and implement breakthrough, strategic goals that drive overall customer satisfaction. I work collaboratively with cross-functional leaders in the organization to develop and implement strategies that increase quality, responsiveness, efficiency, employee engagement, and ultimately revenue. In this position I also create policies, procedures, and continuous improvement to streamline work processes.

As a Customer Experience Supervisor, I was responsible for supporting organizational effectiveness by providing leadership, coaching and development for the team to drive process improvement and high standards of excellence. I used customer service data, observations, trends and reports to get a clear picture of the department’s operations and ways to improve it. As a leader, I foster teamwork by engaging others to build a cohesive, high performing team and effectively managed performance of my direct reports to drive customer satisfaction.

Intraday contact center management• Responsible for monitoring real-time contact center performance and communicating intraday results to business leaders within operations. • Reallocates resources throughout the day as necessary to ensure service goals are achieved. • Analyzes workflow and staffing patterns to proactively manage capacity for inbound phone calls, case work, and other project work throughout the day. • Makes reactive and proactive intraday schedule changes, including proposal of recommendations to leadership and communication with front line staff. • Manages phone queue assignments and priorities, modifying throughout the day as needed and making other adjustments according to business need. • Ability to make decisions quickly and justify with data. • Provides recommendations for formal intraday contact center management processes and procedures as well as plans for scaling intraday support to other business areas. • Provides recommendations to department leadership to improve processes or implement business strategies based on observations and analysis. Reporting and Analysis• Responsible for running and updating daily, weekly, and monthly contact center reports. • Ability to review data for trends and succinctly summarize results in an easy to understand way. • Proactively and independently looks to solve business problems through use of data and analysis. • Available as a resource to create reports and graphs on an ad hoc basis. • Frequently interacts with workforce optimization regarding department performance, forecasting, reporting needs and other types of analysis. Project Work• Recommends and leads process improvement initiatives. • Participates in assigned projects and helps develop project deliverables. • Development of expertise in call center technology, including leading initiatives to better leverage existing technology. • Serves as a general resource around contact center best practices.

• Lead in the development of short-and long-term goals and plans. • Provide coaching, technical guidance, and support to Customer Service personnel. • Monitor service availability based on customer service personnel schedules. • Provide daily feedback on stats to customer service personnel. • Identify and eliminate process or service issues that impact customer service operations. • Ensure that Employees have appropriate workspace and reference material to effectively perform their job function. • Coordinates the workflow of the unit and ensures work is distributed appropriately and that all standards are met on a daily, weekly, and monthly basis.• Effectively communicate with the Manager so she is informed of all necessary information regarding the employees, customers, and agents. • Review incoming call volume statistics, call distribution and standards and insure that customer expectations are met. • Implement required corrective actions to improve performance. • Monitors work group’s performance. Provides coaching and direction to the employees while creating an environment which encourages customer sensitivity, teamwork, commitment, increased productivity, and superior quality. • Performs periodic quality reviews to ensure that proper procedures are being followed. • Determine which behaviors and strengths are most in line with our customer service initiatives that will increase the likelihood of success for superior customer service.• Works with other members of management and/or other key employees to develop and implement process improvements to the insurance tracking process. • Hires, trains, develop and evaluate new employees. • Establishes standards for effective job performance and evaluates employees according to such standards.

• Facilitate sales and service skills development of all employees within the Retention Department to contribute to the attainment of the department objectives and goals.• Complete call evaluations for department agents and related roles, evaluating to determine if content is meeting expectations. Conduct 1:1 coaching sessions with individual agents to provide feedback and skill development. Collaborate with supervisors to create and actively participate in agents’ performance improvement plans, provide feedback and follow up, identifying actions steps and tracking progress towards sales goals. Work with call center management to establish quality benchmarks and goals.• Develop and present selling & service skills workshops designed to build overall team skill set and improve sales and retention performance of team members. Develop related tools, job aids, and talking points to be used by team members on a daily basis to ensure high performance results. Create and deliver materials to be used in new-hire classes, workshops, and on-going communication and training programs. • Analyze sales performance of individual agents by evaluating reports and progress towards departmental goals. Utilize call analytic tools to identify trends and new opportunities for skill development and process improvements. Identify and communicate best practices and implement employee recognition programs to reinforce sales and service behaviors.

• Execute assigned trial initiatives, testing concepts or processes, or other initiatives designed to enhance the customer experience and support the attainment of organization goals• Help determine test objectives and call recording requirements to be captured from each contact for a variety of cross functional test initiatives. Followed specific call guide scripting, place assigned calls for inbound/outbound testing on time and produced effective outcomes with high quality results. • Inbound and Outbound representative for customer facing test initiatives.• Document contact details providing accurate reports on all tests as well as escalate test contact issues to management as appropriate. Identify any problems with the test; suggest modification/adjustment of resource utilization and/or test time frames, as required during testing cycle.• Completed specific test responsibilities including phone sales activity to potential or existing policyholders, provided customers with policy alternatives and choices as needed, all while "defusing" any customer experience barriers. • Coordinate, lead, and support customer retention projects while providing data, insight, recommendations and driving outcomes. • Subject matter expert of Nexidia Enterprise Speech Intelligence (ESI) speech analytics software. o Developed and ran queries, performed root cause analysis and identified opportunities for improvements with all targeted analyses. o Collaborate with business stakeholders to define and document speech analytics analysis requirements, lead and complete analyses, present results with varying levels of detail dependent on audience, and recommend course of action.

Protect the overall Service Level performance of the call centers. Analyze intra-day level performance and make proper decisions or take appropriate actions that ensure the attainment of departmental goals.Call center metrics knowledge (AHT, Service Level, phone skill assignments)Experience in a scheduling, staffing software and or telephony system.• Monitor phone queues for all call centers that are supported by the Resource Center, executing all call escalation plans to protect service levels that are at risk.• Record off-task items on necessary systems for call center groups supported by the Resource Center.• Communicate Service Levels to all members of supported call centers multiple times per day. • Interact with Call Center management to keep apprised of current or potential events that may impact call volume or service level.• Facilitate the incorporation of new reports into the normal workday or have the ability to help to transition the report to another. • Provide staffing recommendations on a substitute basis. • Perform forecasting relating to the effective use of current technology.• Monitor and analyze call volume statistics on at an intra-day, daily, weekly, and/or monthly level.