Allison Rhim Email & Phone Number

Alexndria, Va

Washington, Dc

Oversee Communications Center staff, Resource Team, and E-Branch Administrator while ensuring adherence to standards for communications, service quality, and work performance. Managed workforce, time reviews, monitoring of status, and workgroups. Spearhead simultaneous projects while managing department expectations. Engage in onboarding processes including interviewing and new hire training. Perform quarterly reinforcement presentations, delivering fresh and relevant information. Conduct performance reviews while providing employee feedback and coaching. Managed additional staff members and back-office operations while serving as Interim Manager.Key Achievements:* Maximized member satisfaction, streamlined procedures, and improved processes by strategically collaborating with the staff.* Enhanced employee knowledge of best practices by establishing and implementing training programs.* Ensured alignment between performance and objectives by evaluating operational trends and executing proactive strategy adjustments.* Streamlined operational efficiencies by developing and implementing member service protocols and standards during COVID-19.* Improved morale and management communication by creating employee recognition and rewards practices.

Washington Dc-Baltimore Area

Washington, Dc

Aligned productivity goals by facilitating individual coaching sessions with CSRs with a strong focus on Levell II and III. Maintained frontline agent and Tier I and II agent product support and certification training initiatives by partnering with the training team. Attended seminars, webinars, and workshops to maintain personal and professional growth and development. Created Communications Center Work-From-Home procedures prior to COVID-19. Maintained a strong relationship with a third-party call center, conducting annual site visits to Arizona and Michigan. Conducted staff focus groups and participated in call center trainings. Reviewed call center scripts, processes, and calls to ensure quality, verification, and procedural integrity.Key Achievements:* Optimized personnel coverage by effectively preparing work schedules based on staff availability and forecasted demands.* Improved satisfaction ratings by coaching team members on metrics and consumer experience behavior identification.* Reduced process lags by training staff on customer satisfaction protocols and first call resolution best practices.

Washington, Dc

Provided guidance and mentoring to eight team members while delivering constructive feedback to develop long-term career goals. Addressed staff needs by providing ongoing training. Developed goals and promoted collaborative communication between employees.Key Achievements:* Realigned workflows with changing business demands by continuously evaluating process and employee strengths.* Established best practices by developing and implementing departmental accounting policies, procedures, and processes.

Gaithersburg, Maryland