Beverly Harrison Email & Phone Number

United States

Manage inbound and outbound call center to include delivery of excellent customer service through leadership, motivation, coaching and management of the customer service team and department. Direct 15-20 Customer Service Representatives responsible for servicing pet insurance accounts in the United States.• Responsible for monitoring staff performance and customer behavior and resolving conflicts among staff and customers.• Developed retention program for email correspondences from customers and achieved a 24% rate of saving the accounts.• Manage staffing needs and scheduling to ensure appropriates staff coverage; meet required levels and metrics.• Provide input and work collaboratively with others in the development of ongoing customer service training programs.

Managed financial functions for Business Class group to include revenue analysis, commission reporting and credit processing and increased sales. Directed 6 Customer Care and Retention Sales Representatives responsible for servicing Time Warner Cable Business Class customers in Northeast Ohio and Northwest Pennsylvania.• Developed a cohesive sales team of 4 that achieved 134% of budgeted number for new and renewal sales in a 1 year period.• Identified as company point of contact and subject matter expert for processing and administering discounted payments through the Universal Service Administrative Company for both education and rural healthcare customers to ensure proper payments to the customers and proper receipt of payments to the company.• Calculated commissions for 50 sales reps and 4 managers on a bi-weekly basis to ensure accurate and timely payment.• Coordinated resolution of customer disputes and resolved service issues.

Oversaw customer service and managed 10 inside / outside customer service representatives for a new market in the Cleveland / Youngstown area. Staffed, trained and evaluated personnel performance.• Supervised site visits, customer billing and incoming customer calls to ensure timely and appropriate responses to customer inquires via phone and mail and provided an experience that met and exceeded the customers’ expectations.• Coordinated first bill analysis for business customers to drop call volume on initial billing questions.• Analyzed pricing from an outside vendor addressing overbilling that resulted in a $175K credit for the company.

Serviced list of assigned accounts and oversaw customer relations for a new market.• Increased local and long distance sales for a Completive Local Exchange Carrier (CLEC) by targeting small to medium customers.• Attained over 100% full year quota for 2 years by effectively penetrating the Memphis market.

Develop and maintain database for existing and prospective customers.Utilize market analysis to target most profitable areas for development.Ranked in the top 10% regional sales team in both 1995 and 1996.

Bse, Elementary Education K-8

Activities and Societies: Varsity Tennis

Associate Of Arts (A.A.), Education

Activities and Societies: varsity tennis