Subcontractor / Call Center Manager
Current• Provide exceptional customer service and ensure the employees also provide the same level of service• Responsible for preparation of work schedules and managing representative schedules.• Motivating representatives to be a team player• Creating new customer accounts• Resolve customer problems or complaints by determining optimal solutions.• Develop and implement employee performance evaluations and improvement plans.• Making outbound calls to reschedule and re-route service calls.• Dispatching calls to 911 for emergency roadside services• De-escalating calls from customers requesting and requiring supervisor attention.
Jan 2004 - Present
