Dana Freeh Email & Phone Number

Charleston, South Carolina, US

Charleston, South Carolina, US

Morris Plains, NJ, US

Summerville, South Carolina, US

Basking Ridge, NJ, US

■ Built critical relationships with Associate Directors and Directors at each Customer Center to align training and performance needs with department goals. Collaborated with leadership to identify training needs and implement strategies to improve call center results.■ Instituted and drove the adoption of Customer Service best practices across all 5.

• NEA Training Supervisor Customer Financial Service and CS, Verizon Wireless North Charleston, SC
• Managed and lead a staff of up to 10 Trainers responsible for all training initiatives within the Care and Financial Service Organizations.
• Established and maintained a strong partnership with the Center Directors for both Care and CFS to assess training and performance needs and provide solutions to align with department goals.
• Communicate and implement training programs delivered to Care and CFS including but not limited to New Hire, embedded base, systems, product and services and operations.
• Managed New Hire training processes for both Care and CFS.
• Responsible for managing the training prioritization, completion tracking, productivity studies and measurement.

Selected to train, coach, evaluate, and optimize overall success of newly hired Customer Financial Service Specialists in achieving debt recovery goals across the Northeast customer base for the South Carolina Customer Center. ■ Held critical role in developing and strengthening effectiveness of training program for Customer Financial Service Specialists..

Brought into the legal department to coordinate the preparation of initial sales contracts for the capture of new business. Chosen to define and implement effective collection strategies to reduce bad debt. Based upon success, promoted into newly established department to lead team of 10 in securing payments from delinquent large business and government.

• Brought into the legal department to coordinate the preparation of initial sales contracts for the capture of new business.
• Prepare and deliver initial sales contracts to the field for the direct, national, association, and wireless data sales channels.
• Assist Manager in the discussion and modifications to standard terms and conditions for Direct Sales contracts.
• Facilitate the communication process for contract modifications.
• Act as Manager when called upon.
• Input and manage information in the contract database.

• Customer Financial Service Lead Coordinator, Verizon Wireless Morristown, NJ
• Provided support to Call Center Supervisors in the progressive development of associates by providing solutions and answers for daily questions, trouble shooting problems and addressing representative concerns.
• Assisted CFS Supervisors in ensuring all Specialists’ Key Performance Indicators are met.
• Analyzed and assist in reviewing Specialists’ team performance and trending coaching areas.
• Developed knowledge and skills of others and provide timely feedback and guidance.
• Supported training needs, i.e. system enhancements, policy changes or refresher training.

Recruited to manage and optimize all aspects of office, order processing, and customer service operations for this leading provider of food, personal care items, electronics, and clothing to prisons and jail commissaries nationwide.■ Credited with providing optimal support to 200 customers that resulted in high satisfaction and retention. Responded to.

Liberal Arts And Sciences, General Studies And Humanities

Diploma