Emily Eitniear Email & Phone Number

Romulus, Michigan

• Manage/Coordinate setup of projects/jobs for the client to ensure successful and efficient completion and an overall high level of client satisfaction. Supervise 3 full time staff members as well as ensure the.
• On Site Project Management – including project scope, operational and resource monitoring, job requests, and assessment of how to meet project deadlines/requests understanding the client need and the company’s service.
• Complete IT programming review prior to every production job for completeness and accuracy.
• Provide leadership on, support and maintain corporate quality standards, policies and practices
• Develop and maintain strong, honest client relationships
• Preparation of quotes and billing summary for each marketing period

Romulus, Michigan

• Supervise 40-50 full time staff members as well as ensure the integrity, timeliness and efficiency of phone order entry and customer service functions. Act as trainer on programs supported within the call center..
• Manage workflow on the call center floor to provide training, quality assurance, coaching, and counseling to all staff members. Complete payroll and appropriate adjustments for both permanent and outsourced staff..
• Complete quality monitors for both permanent and outsourced staff.
• Designed training manuals for all programs within the call center to ensure consistency.
• Work directly with both the internal client services department and with the direct client on day to day functions or concerns.
• Attend weekly client calls to discuss areas of opportunities and changes to the program.

Maumee, OH

• Challenged each year to team up with 16+ full time associates in a 145 seat Contact Center to supervise approximately 600+ seasonal employees to take phone orders and handle customer service issues over a three month.
• Created an agent feedback process for coaching of seasonal and outsourced staff that involved a template where agent feedback was documented resulting in the efficiency was improved and the agents were provided with.
• Managed workflow on the contact center floor to provide training, quality assurance and counseling to the seasonal staff. Completed payroll adjustments for both seasonal and non-seasonal staff. Responsible for the.
• Completed quality monitors for both internal and outsourced staff.
• Developed a feedback process for the seasonal staff members and designed training materials for both internal and outsourced staff.
• Developed Quality Assurance goals and requirements for the outsourcer for the holiday season and monitored, ran reports and tracked the metrics on sales and service to ensure they reached 90% of set quality goals.

Brownsville, Texas Area

• Developed training materials to enhance understanding of adjustment and fraud policies and procedures; conducted the training for all new hires on fraud and compliance.
• Interviewed agents to discuss possible fraud as well as provided counseling on concerns regarding adjustments made on customer accounts.
• Researched and investigated possible internal fraud committed by call center representatives.
• Created reporting to assist in tracking excessing billing adjustments made by agents.
• Developed reporting to proactively determine possible internal fraudulent activity prior to the client, Sprint PCS, contacting Convergys to question any fraud activities with their account.

Toledo, Ohio Area

• Recognized by client, AT&T, for the excellent supervisory work for their billing department before the center closed, hired to travel internationally to transition that departmart and trained new personnel.
• Developed, conducted and completed the training for all associates hired to the National Billing Reconciliation's Team.
• Provided counseling and coaching on a weekly basis with each team member relative to their performance for the week. Completed payroll and weekly schedules for each team member.
• Scheduled appropriate staffing for project when working as Manager on Duty to ensure accurate and efficient completion.
• Conducted random quality assurance monitoring on billing tickets completed by agents to make sure associates are in compliance with the rules and regulations of the company.
• Assisted customers with their cable service and billing issues.

Associate Of Science, International Business

International Business And Marketing