Training and development of a multi-client call center. Clients range from catalog sales, educational, tourism, ministries, seminar registrations, donations, government, etc. We are a call center for companies who may not be able to staff one of their own. My responsibilities are to ensure quality and consistency by developing training, tests, materials, and PowerPoint presentations for other trainers to use in our othr call centers. Active participation in call monitoring calibrations with our clients to ensure agents are properly trained and efficient.

Provided customer service support for retail pharmacists and plan members for prescription refills, plan coverage inquiries, copays, and web-support in a Call Center environment.

Responsible for the set-up and development of an Internet-based call center. Directed, planned, and implemented policies and procedures, service levels, training, evaluation & feedback.

Bankcard Customer Service Operations. Supervision of over 250 employees in a call center environment. Mainly inbound calls concerning credit cards, statements, interest rates, disputes, lost/stolen, fraud & collection inquiries.

Bankcard Customer Service Operations. Supervision of over 200 employees in a call center environment. Mainly inbound calls concerning ATM, Debit and credit cards, statements, interest rates, disputes, lost/stolen, fraud & collection inquiries.