Jacqueline Sequira Email & Phone Number

- Address escalated customer issues as they relate to ensuring the consistentapplication of workers compensation regulatory rules and internal processingguidelines.- Mentor and coach customer service analysts to grow their knowledge ofprocesses, systems, and regulatory requirements to help them to become self-sufficient.- Coordinate the distribution of work, develop workflow strategies to ensuregoals are met, and facilitate refresher training.- Employ problem-solving methodologies to evaluate and recommend processand system improvements, as well as identifying training opportunities.- Participate in process improvement teams/projects using the QualityManagement System or other problem-solving processes to drive improvements.

- Supervised the day-to-day activities of 10 customer service representatives. 2- Provided leadership and developmental support to the call center team. Handledmanagement-level escalations.- Hired, trained, and mentored top customer service agents.- Developed and administered corrective action and performance improvementplans.- Maintained monthly reports, and performance reviews and trained employees oncall management techniques.- Managed and updated the customer loyalty program.