Manage and develop/mentor incoming Call Center Team responsible for all customer support interactions. Conducted formal coaching and mentoring for all Customer Service Representatives pertaining to monthly performance goals Requirements. Established a Quality assurance department which provided consistent results and to ensure accuracy based on current department policies and procedures.

Manage and develop team of agents taking incoming customer inquiries, monitor performance Matrix for consistency and conduct coaching with staff in areas needing improvement. Coach and mentor staff in areas of Quality, Performance goals and attendance per company Policies.

Manage TIER1 and TIER2 agents taking incoming Video and Phone interactions to help resolve Internet Support inquiries.Analyze process performance, trends and perform root cause analysis and take corrective actions if SLA or performance are not meeting standards. Manage Quality Assurance group monitoring compliance and ensuring Quality results are meeting Company standards, providing Quality support to Management and reporting areas of concern through trending reports.

Managed a team of Quality Assurance Specialists and responsible to oversee the quality, consistency and accuracy of the staff’s compliance to current departmental policies and procedures.•Conducted monthly 2nd Level Quality Monitoring analysis to ensure team was performing to company standards.•Ensured consistency with all communications to Quality Groups regarding policies and procedures and identified current productivity trends to increase more streamlined and efficient process… Show more Managed a team of Quality Assurance Specialists and responsible to oversee the quality, consistency and accuracy of the staff’s compliance to current departmental policies and procedures.•Conducted monthly 2nd Level Quality Monitoring analysis to ensure team was performing to company standards.•Ensured consistency with all communications to Quality Groups regarding policies and procedures and identified current productivity trends to increase more streamlined and efficient process improvements. •Initiated changes necessary to improve project quality initiatives and overall customer satisfaction.•Enabled an improved and increased Quality Ratings to a standard of 95% during FY 2012.•Established Quality performance KPI standards by working with management teams to identify problems/solutions; improve service levels; increase trainings, mentoring and coaching staff; developing, documenting and conducting performance evaluations using KPI standards for performance measurement. Show less

Managed the inbound/outbound Customer Call Center Team who was responsible for all client support services.•Responsible for the staff’s career development initiatives, mentoring and coaching.•Monitored Quality improvement results and conducted assessments on Quality assurance reviews of client cases•Established monthly development goals based on current KPI standards•Conducted monthly conferences to evaluate call center goals to ensure improvement for overall team… Show more Managed the inbound/outbound Customer Call Center Team who was responsible for all client support services.•Responsible for the staff’s career development initiatives, mentoring and coaching.•Monitored Quality improvement results and conducted assessments on Quality assurance reviews of client cases•Established monthly development goals based on current KPI standards•Conducted monthly conferences to evaluate call center goals to ensure improvement for overall team performance•Performed Quality evaluations and reviews of recorded call center calls to ensure compliance t company standard processes and procedures •Developed and implemented the company’s overall Team Member Recognition Program to increase employee morale by providing a consistent company process to recognize and motivate high performing team members Show less

Managed the Customer Service Team that consisted of 10-15 staff members which included hiring, setting performance standards, training and conducting performance evaluations.•Partnered with HR to process and address staff inquiries in regards to payroll and medical enrollment benefits. •Responsible to address all service related activities for current Wells Fargo team members and retired Wells Fargo Bank members which included: identifying problems/solutions, improving service levels… Show more Managed the Customer Service Team that consisted of 10-15 staff members which included hiring, setting performance standards, training and conducting performance evaluations.•Partnered with HR to process and address staff inquiries in regards to payroll and medical enrollment benefits. •Responsible to address all service related activities for current Wells Fargo team members and retired Wells Fargo Bank members which included: identifying problems/solutions, improving service levels, conducting reviews of policy and procedural changes to ensure accuracy and efficiency•Developed and maintained effective business relationships with all clients and management •Assisted in the development of the overall HR departmental procedures by recommending improvements and changes for greater efficiency to both internal and external customers Show less

Supervised staff of 10-15 Quality Monitor employees who were responsible to conduct quality reviews of inbound/outbound customer service calls.•Analyzed staff results and provided immediate and constructive feedback for improvement results•Established performance measures, partnered with upper management, provided training, coaching, career development initiatives and documented and delivered performance evaluations •Ensured consistent and timely communication to all employee direct… Show more Supervised staff of 10-15 Quality Monitor employees who were responsible to conduct quality reviews of inbound/outbound customer service calls.•Analyzed staff results and provided immediate and constructive feedback for improvement results•Established performance measures, partnered with upper management, provided training, coaching, career development initiatives and documented and delivered performance evaluations •Ensured consistent and timely communication to all employee direct reports and Customer Service teams regarding changes to company policies, procedures and trend reports. •Initiated changes necessary to improve department’s efficiency and performance to improve Customer Satisfaction. •Partnered with Customer Service Supervisors to resolve monitoring disputes to support all business objectives pertaining to Quality improvement initiatives. Show less

•Performed formal coaching to all Customer Service Representatives pertaining to their daily interactions with customers•Mentored staff by assisting in employment decisions and setting career performance standards•Developed employee learning standards in reference to Mortgage Business Processes and Procedures.•Reviewed daily and monthly KPI reports to ensure work performance standards are consistent with corporate requirements and implemented changes, as necessary•Documented and… Show more •Performed formal coaching to all Customer Service Representatives pertaining to their daily interactions with customers•Mentored staff by assisting in employment decisions and setting career performance standards•Developed employee learning standards in reference to Mortgage Business Processes and Procedures.•Reviewed daily and monthly KPI reports to ensure work performance standards are consistent with corporate requirements and implemented changes, as necessary•Documented and conducted employee performance evaluations Show less

•20 years retired Marine Corps•Performed invoice reconciliation for equipment purchases for multiple facilities•Acted as Fiscal Accounting Manager responsible for allocating and determining budget requirements•Acted as Supply Administration Manager responsible for negotiating contracting vendor services for military equipment, military personnel credit card facilities, training equipment, weaponry and parts, etc.•Acted as Warehousing Manager responsible for inventory control of… Show more •20 years retired Marine Corps•Performed invoice reconciliation for equipment purchases for multiple facilities•Acted as Fiscal Accounting Manager responsible for allocating and determining budget requirements•Acted as Supply Administration Manager responsible for negotiating contracting vendor services for military equipment, military personnel credit card facilities, training equipment, weaponry and parts, etc.•Acted as Warehousing Manager responsible for inventory control of military training facility support equipment,•Acted as Transportation Budget Manager responsible to manage battalion annual training allocations and spending’s Show less