Anna Gregory Email & Phone Number

Us

Us

Responsibility of Leadership, Financial Performance and Client Engagement within multi-site and virtual operations •Develop and implement Talent Management strategies which support employee engagement, growth, success and development within the organization •Active engagement and experience in RFP and contract renewal process, business development and client NPS strategies •P&L responsibilities which include development of enterprise budget and ensuring financial objectives are achieved •Deliver strategic direction to internal business units to meet/exceed profitability goals, increase client retention and growth through collaboration •Support organizational efforts through leadership and responsibility of enterprise projects, and ELT initiatives such as: Customer Care Global Expansion, Virtual Contact Center and DE&I initiatives •Facilitate internal and external outcomes by eliminating organizational barriers •Responsibility for all operational and facility related functions including security and onsite support. Drive overall business improvement in relation to customer sentiment and effort.

Us

Manage employees, operations, and growth of the virtual organization.

Us

- Work collaboratively with the client to identify and implement process changes to improve efficiencies and promote customer satisfaction- Manage all aspects of customer service for an e-commerce company- Create an environment that promotes exceptional customer service and employee engagement- Lead projects that impact sites across three states- Identify, create and implement process improvements department, site and company wide- Interview, hire, mentor, coach and evaluate employees- Audit quality of employee performance- Manage departments of 150+ employees across the network locations.- Manage successful customer, employee and client relationships

Us

- Work collaboratively with the client to identify and implement process changes to improve efficiencies and promote customer satisfaction- Manage all aspects of customer service for an e-commerce company- Create an environment that promotes exceptional customer service and employee engagement- Lead projects that impact sites across three states- Identify, create and implement process improvements department, site and company wide- Interview, hire, mentor, coach and evaluate employees- Audit quality of employee performance- Manage departments of 150+ employees across the network locations.- Manage successful customer, employee and client relationships

Us

Ability to manage teams of varying sizes through various channels (email, phone, queue work, escalations, social media). Coaching, mentoring, monitoring, and improving day to day performance and statistics. Communication and management of high volume clients. Reporting statistical information based on the customer experience. Monitoring and managing business aspects from a staffing and forecasting standpoint.Leader who specializes in managing and coordinating the completion of functional projects, innovative ideas, key initiatives and workforce development.Manages key project initiatives including the development of detailed work plans, setting deadlines, assigning responsibilities, and monitoring/summarizing essential goals.Drives initiatives and ensures project timelines and expectations are met. Works to drive results through planning and leadership.Work to uphold all Fair Employment policies and perform tasks accordingly. Strive to lead by example and promote a positive and productive atmosphere that supports all the company's goals and objectives. Focus on conflict resolution, and work to resolve any that may inhibit team performance. Strong emphasis on employee development.

Us

Prepare material and facilitate a training class of seasonal leadership. Prepare new leadership to deliver a successful peak season and promote growth and success within their teams.

Work to assist all customers in resolving escalated issues. Process all back-office work within specific timeframes given. Work to make suggestions to help promote best practice and sound business decisions. Handle all contacts (phone/email) with the upmost respect. Handle client projects and deliver within timeframes given. Work to reduce cost to the contact center by providing first contact resolutions. Strong Microsoft and computer skills to work tasks as needed.

Call center customer service. Provide outstanding customer service specific to client expectations. Strive to meet efficiency goals, while maintaining high customer satisfaction.

Cared for elderly patients within the nursing home setting. Organized activities, and communicated with family members in regards to care.

Managed the day to day operations of the company. From scheduling, to calculating the till, to closing the business, tasks were picked up wherever needed. Worked continuously managing a team and working to resolve any conflict that came about.

Nursing Education

General Studies