Ensure superior service delivery to online customers by directly supervising the daily operational activities of a team of 12 - 16 contact center associates. Lead and coach assigned team in a manner that assures quality customer interaction, build and retain customer relationships and commit to the timely delivery of company products and services. Contribute to the overall success and profitability of the contact center by ensuring that assigned team meets and/or exceeds department goals and… Show more Ensure superior service delivery to online customers by directly supervising the daily operational activities of a team of 12 - 16 contact center associates. Lead and coach assigned team in a manner that assures quality customer interaction, build and retain customer relationships and commit to the timely delivery of company products and services. Contribute to the overall success and profitability of the contact center by ensuring that assigned team meets and/or exceeds department goals and objectives. Show less

Presented key data insights, through data and KPI analysis, to management to assist with ongoing assessment and strategy development of the relevant contact center operation model. Included feedback on operation improvement and efficiency (ROI). Developed, designed, managed, and supported the relevant data collection for contact center operations for best practice.

Provided strong, dynamic leadership that mentored, developed, and guided team managers to efficiently leverage the value of every call for maximum net revenue to clients. Delivered results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and pay for performance incentive program. Developed, implemented and maintained effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service… Show more Provided strong, dynamic leadership that mentored, developed, and guided team managers to efficiently leverage the value of every call for maximum net revenue to clients. Delivered results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and pay for performance incentive program. Developed, implemented and maintained effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance. Managed metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center. Developed and maintained effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision. Coordinated analytic, strategic and technical resources to meet client expectations and insure satisfaction. Show less

Managed the operations staff, clients, and processes for particular accounts and policies for all accounts. Created strong community and client relations. Oversaw tracking of data about accounts, intervening when problems occur. Provided performance and cost improvement solutions to clients.

Served as single point of contact for a portfolio of clients within the quick serve industry.

Managed quality control and assurance procedures in a multi-channel contact center operations. Controlled and maintained the quality of services and deliverables in a multi-faceted contact center environment.

Provided a single point of contact for a portfolio of retail clients within a contact center environment. Emphasis on performance KPIs, Quality and costs.

Managed a 25 person sales and customer care department within the spa/chiropractic industry. Advanced the organizational structure, policies, and standard operating procedures.

Managed associate development through policy, procedure and curriculum development. Maintained performance objectives in regards to abandonment rate, service level, call quality and profit generation.

Provided daily supervision and leadership to a department of 25 people. Prepared and analyzed reports. Monitored and maintained customer care accounting ledgers and reports. Trained new and existing associates on company policies, procedures and products. Provided product information support to call center, associates and clients. Mediated communication between customer service and merchandising/purchasing department.