Felicia Misale Email & Phone Number

Greater New York City Area

Business Solutions Principal Consultant offering a variety of services in the fields of customer service, internal operations, quality control, and healthcare management.

• Create, implement and oversee W.B. Mason Customer Service Training Program for new hire and veteran employees;• Educate regional customer service training staff in all company objectives, system functionality, and teaching techniques; • Facilitate and oversee “trainer trainings” through focused classroom workshops, webinars, and one-on-one instruction;• Produce, organize and regularly revise all compulsory training documentation and supplementary materials distributed to entire department; • Hold company-wide quality initiative presentations using Microsoft Office and other system-specific tools;• Review and evaluate coaching methods and resources based on monitored employee progress;• Identify and implement critical updates of pre-existing policies and procedures to increase customer satisfaction and company growth;• Coordinate interdepartmental restructuring with internal operations managers; • Troubleshoot major systems issues and work with IT developers to reassess company processes and needs; • Interview prospective customer service new hires, trainers and managers.