Carmella Hall Email & Phone Number

United States

United States

At Tokio Marine HCC, my role as Customer Service Center Operations Manager is a testament to my commitment to excellence in customer service and operational efficiency. With a blend of expertise in CRM, change management, and continuous process improvement, my leadership has been pivotal in enhancing service levels and operational performance.* Led the transition and development of a Customer Service Contact Center, bringing a previously outsourced service in-house.* Implemented corporate and department policies and procedures to incorporate structure and achieve operational efficiencies.* Collaborated with cross functional departments to develop training initiatives and enhance inter-departmental communication and partnerships to ensure excellent service levels are achieved and maintained.* Led strategic projects and initiatives that improved customer satisfaction scores from 3.0 to 4.5 (based on Trustpilot review platform).* Implemented process improvements and strategic initiatives to improve operational efficiency in fundamental KPI measurements: * Increased SLA from 40% to 85% * Reduced ASA from 300 seconds to 20 seconds * Reduced Abandonment rate from 7% to 2%* Established individual performance goals for contact center employees (direct and indirect reports), conducted performance reviews, and provided employee coaching and counseling. * Created and led programs to develop and retain team members including formal learning plans, career pathing, and employee recognition opportunities.* Achieved low employee attrition rate of 3.55% as compared to the national contact center average of 35-45%.

Fishers, Indiana, United States

My recent experience at Freedom Mortgage honed my skills in managing CSR teams to exceed KPIs and instill a culture of exceptional service. Our collaborative efforts led to significant improvements in customer satisfaction and productivity metrics, reflecting my dedication to fostering a positive work environment and driving results through team empowerment.• Led CSR teams regarding operational workflow, performance expectations and customer satisfaction. • Developed CSR teams to exceed company defined KPI’s, adhere to compliance requirements, and up sell services. • Improved agent motivation and performance by focusing on employee recognition, incentives and career pathing.• Developed and implemented best practice policies and programs utilized across entire organization.

Remote

* Performed a full range of managerial responsibilities including prioritization and direction of daily operations workflow, staffing, and client management. * Recruited, hired, and trained workforce according to client directives. * Assisted internal and external customers with change management. * Implemented processes and procedures to exceed established goals and customer service levels. * Created successful partnerships with cross-functional teams. * Captured and reported performance data regarding KPI results to client and executive management.

Indianapolis, Indiana Area

• Governed all Indianapolis branch operations, financials, clients and office associates.• Increased clients and staff by 100% due to growth via sales.• Successfully managed client relationships resulting in 100% client attainment.• Increased overall branch revenue by 75% ($984K to $1.7M annually).

Indianapolis, Indiana Area

• Facilitated startup of 450+ seat call center • Directed all operational activities for a $16M (annually) call center including facilities, telephony, staffing, training, metrics, vendor management, forecasting and budgeting.. • Championed the execution of strategic and operation plans, including driving improvement in customer satisfaction, employee development and retention, and productivity. • Forecasted and executed staffing levels resulting in increase of gross margin profits from 30 to 60%. • Maintained consistent compliance with contracted service levels of 2% call abandon rates. • Formulated key drivers as input to budget development and successfully operated within budgetary constraints. • Directed Human Resources regarding staffing, disciplinary action, and labor relation attrition rates.