Crystal Booth Email & Phone Number

West Des Moines, Iowa, United States

• Developed a Quality Assurance (QA) form, based on my 17 years of phone knowledge, to assist the company in identifying customer service issues and skillsets that needed improvement.• Created a scorecard for the Claims and Service Departments, polling data for the past year, to show where the strengths and weaknesses were to provide value and measurable metrics to the department. • In charge of interviews and onboarding for the Claims Department.o Of the class of 9 onboarded, all 9 made it through training and surpassed the 90-day mark. On average only 40-50% of people make it through training and only 70% of those make it past the 90-day mark.• Assisted with interviews and onboarding for the Service team.• Started peer to peer up skill training to alleviate a gap in processing skillsets which lead to faster processing time.o Everyone was trained in 2-4 additional processing areas. o Scheduled re-training for those that said they were not proficient in any area. • Developed proper metrics for the new call system such as Average Call Wait (ACW), Average Handle Time (AHT), Away Time, Hold Time and more.• Developed and trained management staff on how to pull reports from the new call system. This included information such as tracking for computer issues and those not responding to calls in addition to the metrics listed above.• Created training document and refence materials for retrieving recorded calls out of the call system for review.• Member of Quality Assurance (QA) team which involved reviewing recorded phone calls for team and procedure improvement.• Developed time-building activities to increase team and department moral which lead to higher employee retention.• Assisted HR in dealing with difficult/sensitive employee situations.• Self-taught basic training on annuities to provide better assistance to the team.

West Des Moines, Iowa, United States

• Coached my team to 53% over annual sales goal, resulting in Outstanding Sales Supervisor Runner-up of the Year in 2011• Assisted in the training and development of our overseas office in Panama.• Flew to Valdosta, GA to manage the call center alone, to provide the opportunity for other management to attend a 2 week summit. Repeated this task successfully in two other locations over the time of employment.• Assisted in the training and development of all customer service new hires.• Assisted in the redevelopment and implementation of an in house company program used to store policies and procedures.• Assisted in auditing Adjustments, Sales, Call Scores (QA), and Commissions.• Developed and Assisted in the QA auditing system and provided training to supervisors on the system and use of Excel forms.• Trained supervisors on time-management ideas and procedures.• Liaison between Mediacom and BPA, the company that scored our calls. This involved monthly meetings to go over any policy changes or updates to the QA forms. • Handled all Customer Service disciplinary write-up for attendance and tardies for 5 years.• Assisted in corporate escalated issues. • Assist agents with irate customers requesting a manager or special attention.• Responsible for accuracy of customer service payroll/commissions.• Track and analyze individual and departmental performance to maximize production in retention areas, revenue production, and enhance subscriber communications.• Responsible for providing and analyzing daily, weekly, and monthly reports detailing departmental activity and performance as requested by the Customer Service Manager.• Assisted in hiring new Customer Service Representatives, Internet Service Representatives and Department Leads.• Assisted in Radio advertisements and have been featured in 5 Commercials and multiple billboards nationwide. • Took on Admin responsibilities in addition to daily duties during their leave or absence.

• Regional Customer Service Representative of the Year winner.• Consistently within the division top 10 highest sales representatives per month.• Trained and mentored new Customer Service Representatives.• Provided a positive customer experience in a prompt and professional manner.• Customer interactions included selling Mediacom services, resolving billing concerns, troubleshooting service issues, processing payments, equipment inventory and scheduling service and installation appointments.• Performed direct customer support for all customers consistent with Mediacom’s policies and procedures.

• Kept the flow of the restaurant on a steady pace.• Accurately quote wait times.• Assisted in running food to tables.• Assist guest in the retail area.• Organize and help design the retail area.• Ordered inventory for the retail area.• Took weekly inventory audits.