Claudia L. Email & Phone Number

California, United States

Ensuring a smooth Implementation process and future success for our clients.

Remote

Providing customers in all industries the best parking experience. www.helpmeparker.com

Riverside, California, United States

• The City of Las Vegas Parking Services - a division of Economic & Urban Development provides world-class parking services through innovation, convenience and compliance. Enforcement of city municipal codes and NRS.
• Defined and documented office processes creating SOP and policies to streamline processes resulting in reduction of duplication, efficient operations, and increased productivity.
• Designed call scripts and managed CSRs quality standards by ensuring KPI are met resulting in 35% reduced hold times, introduced IVR to phone queues increasing online payments and reduced aged balance receivables.
• Developed, mentored, and promoted a CSR to Office Supervisor and created a robust succession plan for office CSRs resulting in 3 promotions, 1 lateral move and a more engaged, cross-trained, and enthusiastic staff.
• Oversaw successful planning and execution of division meetings for groups of up to 50 attendees, utilized PowerPoint slides and communicated with engaging topics which increased morale and employee contributions.

Las Vegas, Nevada

• Plan, prioritize, assign, supervise and review the work of staff responsible for financial and administrative records in the areas of collections, ticket administration, change machine, meter, permit and fine revenue.
• Participated in interviewing, onboarding, training, and supervising staff of 10 CSR and implemented a mentoring program that resulted in positive employee engagement. Evaluated performance to include appraisals.
• Enhanced permit program and special event permits by transferring processes to an online portal reducing the need for physical stickers, saving the division over $10,000 over 5 years and improving customer loyalty.
• Updated SOP to collections process that includes weekly follow-up, scripted collection emails/letters, suspension of permits and collection placement timeline resulting in improved aged balances.

Las Vegas, Nevada

Offering financial needs analysis and reviewing options to help people obtain financial freedom through affordable short and long term investments with high yielding returns. Educated on importance of term life insurance for family protection.

Las Vegas, Nevada

• Providing professional and customer focused call center reservations for taxi, limousine and shuttle service. Manage and oversee all call center operations and activities including reservation management, scheduling.
• Created clear policies governing all aspects of employee work and interaction with customers resulting in increased customer service and loyalty.
• Introduced QA based call recordings and performance targets for CSRs; regularly analyzed reporting providing coaching and feedback, resulting in performance improvements.
• Directed training and retraining of employees to boost performance which resulted in repeat business.
• Recruited, developed and promoted six employees to work high-end clients, and hired a team lead.

Henderson, Nevada, United States

My temporary leave of absence from the workforce was a season in which the child-rearing experience enhanced my talents in leadership, teamwork, determination and prioritization as I managed multiple schedules, trained others, enforced rules and provided around-the-clock care. I have been settled and back in the workforce for quite some time since. This is.

Henderson, NV

• Ford Motor Credit Company - the financial services arm of Ford Motor Company, roles consisted of financial analysts assisting with credit approvals, leasing services assisting with the final steps of the lease return.
• Managed a team of 5 lead supervisors and staff of 50 quality customer service & collections agents. Reviewed and analyzed reporting, monitored call quality, collection ratios and using key performance metrics to drive.
• Developed and implemented a high-quality work environment as measured through employee satisfaction ratings, one-on-one meetings, and division-wide meetings.
• Enhanced productivity by training and developing team leads to create efficient call scripts that helped staff to maintain control over direction of customer conversations resulting in reduced handle time and a more.

Henderson, Nevada

Prepared and presented in classroom instruction to new hires for call center customer service positions. Offered mentoring and re-training courses for existing staff. Established guidelines for learning and evaluated performance to determine level of knowledge and readiness for onboarding. Collaborated with management to determine training needs.

Orange, CA | Long Beach, CA

Supervised team of customer service and collections representatives. Followed guidelines for collection calls, worked with repossession tow companies, third party collections and dealerships when necessary. Maintained professional and service oriented when handling escalated calls. Provided alternative payment options to customers to assist them in.