Order Review/Escalations Team Leader, 3/15 - PresentMaintain and update policies and procedures for Customer Care and Order Entry agents. Responsible for auditing Order Reviews to consider opportunities to improve the internal audit function. Participate in bi-monthly quality assurance calibration meetings. Highlight strengths and discover opportunities for improvement. As manager on duty, ensure agents are following the appropriate steps to find answers to their questions. Encourage… Show more Order Review/Escalations Team Leader, 3/15 - PresentMaintain and update policies and procedures for Customer Care and Order Entry agents. Responsible for auditing Order Reviews to consider opportunities to improve the internal audit function. Participate in bi-monthly quality assurance calibration meetings. Highlight strengths and discover opportunities for improvement. As manager on duty, ensure agents are following the appropriate steps to find answers to their questions. Encourage leaders to coach their agents appropriately to reduce errors or inaccuracies. Facilitate appeals between supervisors and corporate management when critical errors are in dispute. Home Services Consultant III, 4/10 - 12/15 Assist customers with setting up home utility services. Consistently exceed established goals by selling additional features and benefits while remaining focused on the customer’s needs and expectations. Attained HSC level III by continually exceeding company goals in all three circles; quality assurance, conformance and performance. I am a certified Peer Mentor and as Class Lead, I assisted with new hire training for a 4 week period. Member of the Preview Committee which overlooks training material before being distributed throughout the company. 5 time monthly Top Ten recipient and 4 time Diamond Club attendee. Show less

Compare daily time-sheet records with data collection system data. Perform adjustments within the timekeeping program. Produce audit reports and perform desk audits for accuracy. Input other payroll related data into timekeeping programs to ensure payment of earnings is complete.

Handled multiple phone lines and assisted customers with various counter-top products. I assisted with billing, collections, liens and payroll duties. Ordered and maintained all inventory control for shop materials and office supplies. Ensured timely scheduling for all shop fabrication and customer installations.

Responsible for evaluating the performance of 120 phone representatives from 3 different departments. Coached representatives on strengths and opportunities for improvement based on approved methodologies. Instrumental in developing performance criteria based on customer needs and objectives. As Trainer, I was responsible for training new representatives on job expectations, proper procedures and methods to deliver outstanding customer service.