Supervise a team of 18 Service AdvocatesMonitor team performance and behaviors through review of various online portals, spreadsheets, and excel documents.Participate in recruiting efforts, working closely with HR recruiters, and facilitating group interview sessions.Provide routine feedback on performance and ratings through one on one interactions with my team on a bi-weekly or weekly basis depending on individual performance needs.Lead weekly team meeting.Work closely with IT and Product partners on defects and system outages, tracking volume and handle times to complete reconciliation work.Submit automation opportunities when efficiency opportunities are identified gathering needed mapping of work function to review the automation potential.

Managed a team of Contact Center CSAsMonitor team performance and behaviors through review of various spreadsheets, excel documents and call audits.Took party in the recruiting efforts of new Contact Center CSAs working closely with HR recruiters.Provided routine feedback on performance and ratings through one on one interactions.Lead weekly team huddles and one monthly team meeting. Scheduled and monitored off phone times for additional training and reviews. Manage escalated customer concerns and complaints.

Handled inbound telephone calls for claim related questionsInitiated auto, and homeowners claims by obtaining preliminary loss details from callers.Provide clear and accurate explanations of the claim process.Provide assistance on status inquires for existing claims. Authorize service options including repair shops, rental vehicles and roadside assistance calls. Worked with multiple programs at a time during any one phone call.

Lead, motivate, and develop a team of 15 customer care agents Conduct weekly team meetings.Approving agent timecards. Interview candidates and participate in the hiring process.Monitor agent productivity and performance and provide weekly one on one coaching based on metrics. Address supervisor call-back requests and customer complaints.Ensure team adherence to schedule as to meet and exceed service level objectives.Conduct quality control phone call monitoring to evaluate strengths and weaknesses and ensure that high quality of work is being performed.Support and encouraged company policies

 Interact with CSR’s and customers by telephone but also via email, chat rooms, floor support, mail or fax. This includes coaching or training CSR’s as needed. Handle escalated and unresolved calls from less experienced representatives. Responsible for assisting representatives with account activation, troubleshooting, maintenance, billing, problem solving, and de-activation. Demonstrate specialized knowledge in more difficult technical support activities which require deviation from standard screens, scripts and procedures.Customer Service Representative: Create, charge, or credit customer accounts as applicable. Troubleshoot complex problems with accounts, billing systems and services. Support all of the following products and services: high speed data, data solutions, video and digital phone. Work is supervised and reviewed for timeliness, accuracy and good judgment

 Process customer orders via phone or email. Process returns and damaged shipment replacements through freight carrier. Shipping and receiving general warehouse tasks.

 Conduct visual and dimensional inspection of final product. Audit machine operators for work processes and non-conforming product. Document operators for defective product output and cleanliness of workspace. Contain non-conforming product complaints from customer.