Erica Ofosu, Mba Email & Phone Number

United States

• Actively monitor inbound client/customer activity using the Remedy, Cisco Phone systems and all other application platforms to readily address spikes in activity as well as identifying trends for support.
• Work collaboratively with key business leaders with process improvement, new support needs & on-going processes to assist with strengthening business relationships.
• Work collaboratively with fellow BuySmart leadership to monitor & coach all associates as needed.
• Provide suggestions and ideas for process improvement, improved ways of doing business to meet the needs of the customer.

Remote

• Supervises the work of 45 remote customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures.
• Evaluates employees’ job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
• Provides support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
• Support and enforce contact center expectations.

Memphis, Tennessee

• Customer Service Supervisor
• Interacts with our customer, Johnson and Johnson on a daily basis, responding to their questions and requests and guiding them to provide immediate service to their customers.
• Ensures claims are entered when product is found damaged in the warehouse.
• Ensures service incidents are entered based on Johnson and Johnson’s customer complaints for operations to investigate to provide root cause and corrective action.
• Oversees the customer service team.Operations Analyst
• Manages the KPIs to conduct research to provide root cause and corrective action for failures.

Memphis, Tennessee

Greater Memphis Area

Memphis, Tennessee

Memphis, Tennessee

Cordova, TN

• Ability to obtain pertinent information in order to create a need for mental health or substance abuse treatment
• Demonstrated knowledge of substance abuse and mental health though insurance per certs and concurrent reviews
• Developed treatment and discharge plans for the ability to obtain financial approval for a patient

Germantown, TN

• Ability to communicate well with people in a crisis situation.
• Demonstrates knowledge of chemical dependency through motivating the potential patient to seek treatment.
• Communicates well through effective notes to help determine treatment options for the potential patient.
• Provide substance abuse after care treatment for adolescent and adult patients that have successfully completed inpatient or outpatient treatment.
• Develop and implement topics to keep building on recovery.
• Coordinates quarterly events and activities to keep the family involved in the recovery process

Master Of Business Administration - Mba, Human Resources Management/Personnel Administration, General

Bachelor'S Degree, Psychology

Associate'S Degree, Accounting