Joy Pugh Email & Phone Number

Converse, TX, US

Provide support and consultation on primary contractual documents and process (SOW/Schedule, SLA, CSA’s, etc.)Proactively identifies and analyzes Supplier’s performance against standards (volumes, SLA’s,) set out in the Service Level AgreementProvides initial assessment/analysis of SLA and contracts against standard policy and processReport ongoing status.

 Train employees of workload or projects Manages several teams ensuring daily work are processed within SLA Create workload and schedule Complete administrative work and correspond with all departments Collaborates with Executive carrier partners to achieve company goals Contributes to expanding company objectives to move the business needs.

 Collaborates with Executive carrier partners to achieve company goals. Contributes to expanding company objectives to move the business needs forward Provides key feedback and quality coaching to team members to ensure Book transfer, Special project and external partners are success Resolves escalations from customers, agents and carrier partners with.

 Contributed to ongoing procedure and process improvement, both internal to the Customer Service team as well as cross-departments Participated in the prescreening, interviewing and hiring of new team members Monitored the work activity of the team, identifying improvement opportunities and implementing appropriate changes Performed Quality Assurance.

 Handled requests received in inbound phone calls, letters and emails from customers, agents and others as a result of outbound contact Handled the most complex requests; assumes complex tasks from other, less experienced team members  Made outbound calls/writes outbound correspondence to ask additional questions, gain clarity and to respond to issues .

 Replenish products to all areas Pack and ship orders Fill customer orders

 Responsible for verification of employment Ordered credit report supplements, verification of rent, homeowner’s insurance, and mortgage payoffs Validated previous loans status with government agency Responsible for appraisals follow ups

 Responsible for setting customer’s service appointments Coordinated Service Advisor’s schedules Created policy and procedures for the service department call center Assisted customer’s with any questions about their service history and warranty Created customer files and updated information Followed up on emails for service questions and.

 Responsible for meeting and exceeding program and personal goals for calls per hour and after call work performance in the Billing Department Scored above target for calls per hour and quality of performance Assisted with correspondence and batching correspondence in the administrative department Reviewed accounts for quality and accuracy Replied to.