Dana Bonacki Email & Phone Number

Lake Mary, FL, US

• Call Center/Operations Manager- Manage 5-7 Supervisors with 100-200 representatives.
• Manages department staff to ensure performance standards and operating objectives are achieved.
• Identifies, develops and implements methods to improve efficiency and quality, and quality enhance control, increase production reduce expenses and ensure the integrity of the Customer Care Contact Center.
• Develops, implements, and analyzes effectiveness of staff recognition programs.
• Communicates and integrates activities with other functional areas to resolve issues, improves and/or develops procedures and strategies to provide consistent service.
• Performs all duties inherent in a managerial role. Ensures effective staff training/cross training, provides first level management approval for performance evaluations, salary actions, hiring, promotions and as.

• Account Administration
• Enforce processing guidelines among Sales Agents and Trainers
• Provide administrative and sales support to 7 Remote Sales Agents and 3 Remote Software Trainers.
• Liaison between Pro Serve, Sales and Accounting departments.
• Prepare internal and external documentation and communications.
• Identify and analyze problems, propose solutions, anticipate future problem areas before initiating action and implementing solutions.

Customer Service Supervisor for an outsourcing call center environment. Lead teams of 15-20 representatives newly out of training. Provided on-going training for new hires to ensure knowledge and producivity strength before introducing them to their full time teams. Teams rotated out every two weeks.

Art History

Art And Design