Debora Toporzycki Email & Phone Number

Columbia, Maryland, United States

Designed, managed and implemented customer outbound initiatives and focused on customer satisfaction and performance monitoring Offered direction and gave constructive feedback to motivate team members Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics Monitored phone, fax and chat for incoming customer inquiries Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement Generated, compiled and distributed reports of sales leads and up-sell opportunities Provided field operations team weekly feedback to support business development opportunities and improve service Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction

Towson Md

Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.Followed quality standards and procedures to minimize errors and maximize customer satisfaction.Evaluated quality problems and performed audits to identify and resolve issues.Assisted with proactive client outreach initiatives through Talkdesk and documented client correspondence in Nextgen CRM system.Collaborated with front office support and varied departments on operational support tasks to model importance of group goals.Adhered to established policies, procedures and compliance for setting vision appointments.Provided management with feedback regarding employee performance and training needs.Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.

Linthicum Maryland

Establish, implement and monitor monthly performance.Perform quality assurance monitoring, feedback and coaching.Participate in the interview, hiring, and training of new representatives.Handle escalated member and provider calls.Assist with creation and implementation of standard operating policies.Back up support when short staffed for inbound/outbound member, provider and health plan calls.

Middle River Maryland

Examine title orders within company guidelines to determine the conditions of the title and insurability.Research title software, analyze and evaluate pertinent record documents for determination of ownership, legal description, and any conjunction of title. Explain chain of title, exceptions and requirements to customers and managers. Recognize title defects. Assess risks and liabilities that may jeopardize the company.Prepare an accurate and compressive title commitment in accordance with company examining and policy procedures.

Glen Burnie Maryland

Supervision of a busy call center consisting of four Team Leaders, twenty-two agents and a project coordinator.Daily coaching of agents and annual feedback reviews for TVS Team Leaders and select support staff.Conduct departmental training, side by sides and creation of standard operating policies.Responsible for providing direction and execution of departmental goals i.e.: booking transactions, booking revenue, vacation assurance Sales and inbound /outbound service levels.Handled escalated BBB complaints from clients via phone and written letters.Timecard and payroll approval via ADP-Automated Data Processing.

Baltimore, Maryland

Responsible for daily supervision of staff activities, and operations of the collection unit by scheduling and directing workflow to ensure that collection goals are met.Overseeing an inbound/outbound call center, auditing and monthly call analysis.Accurately project and achieve daily, weekly, and monthly revenue goals.Manage and track account settlements and /or closed accounts within established guidelines.Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations for the collection industry.Assist with progressive discipline regarding attendance, performance and all aspects of company policies.Negotiation of payment arrangements with debtors on third party accounts i.e.: Sallie Mae defaulted loans.

Columbia Maryland

Support Client Relations Specialists on a high-level customer service team.Overseeing an inbound/outbound call center, client auditing and monthly call monitoring.Responsible and accountable for overall performance, production and quality of company products.Acted as the escalation point for client support calls; investigate and resolve cases escalated from Client Specialist.Training employees; planning, assigning, and directing work; completing performance appraisals; supporting and coaching employees; addressing complaints and resolving problems.Set goals and priorities for all staff in a manner that allowed optimization of customer service.

Associate'S Degree, Health Information/Medical Records Technology/Technician

Coding Certificate