Heather Milton Email & Phone Number

Rochester, New York

West Henrietta, Ny

Greater San Diego Area

- Created and implemented a more efficient and detailed format to track CSRs utilization.- Maintained a productive work environment by closely monitoring the performance of personnel.- Increased CSR utilization scores by 10% in the first year in the position.- Tracked and formatted call center metrics for management on a weekly, monthly, and quarterly basis.- Assisted our franchise locations with managing and editing their estimate and repair calendars.- Established new profiles within scheduling program and set up proper insurance programs for individual franchise locations- Lead and assist meetings for weekly updates, monthly training courses, and quarterly operation reviews.- Participated and recommended changes to existing methods and systems to improve process and increase efficiency.

Greater San Diego Area

- Created and implemented customer service training manual for the support agent position- Review recorded calls and ensure that proper steps were taken regarding completing the call.- Objectively provide assessment of agent’s compliance to call process and procedures.- Attention to detail when documenting conversations and providing feedback to leaders and managers.- Increased customer service scores by 15% in the first 6 months in the position.- Maintains call center database by detecting any error or missing information and accurately entering data.- Provides timely feedback to the company regarding service failures or customers concerns.- Manage customer centers voicemail boxes and follow up appropriately.

Greater San Diego Area

- Successfully surpassed company’s expected metrics in utilization rate and total inbound calls.- Completed customer satisfaction surveys over the phone and recorded consumer feedback verbatim. - Assisted customer with scheduling repair appointments or scheduling a tow for non-drivable vehicles.- Professionally handle outbound and inbound calls to and from customers, insurance carriers, and body shops.- Use the most appropriate way to communicate with different behavior types on the telephone.- Follows established operating procedures and adapts quickly to new ways of working.- Participates in educational opportunities to grow skills and knowledge of company’s products and services.