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 to demonstrate compliance. Raise and address issues through documented action plans and lessons learnedSupports in day-to-day monitoring and oversight of Supplier relationshipDevelop, document and use common operating procedures and process guidelines to ensure adherence to groups policies and proceduresConduct third party audits and manage the remediation of third party audit findings and management responsesCoordinate all vendor management tasks inclusive of working with external vendors and internal employeesDevelop and improve end to end vendor life-cycle management processes Develop/execute/contribute to enterprise-wide strategic initiatives, including savings initiatives, cost reduction, resource/location/outsourcing strategiesIdentify improvement areas internally as well as perform closely with all internal stakeholders to prepare solutionsLead on-boarding of new services/contracts to the team and ensure correct transition with adherence to standard consumption management processesLead upcoming projects and on-demand tasks such as savings initiatives, audits or data requestsManage the relationship with and performance of suppliers, including risk management

 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 forwardProvides key feedback and quality coaching to team members to ensure Book Transfer, Special Project and external partners are success Responsible for maintaining and growing partnership with external partner Ensuring a consistent standard of customer service Completing tasks assigned by the general manager accurately and efficiently Preparing and presenting employee reviews

 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 satisfaction Responsible for maintaining and growing partnership with external partner Reports outcomes to executive team for strategic planning and initiatives

 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 on all staff to ensure all aspects of Service Excellence Program are met by analyzing trends and monthly results to determine additional training needs Increased team service levels from 58% to 92% Maintained 97% employee retention

 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  Proactively contacted customer, agent, mortgage companies and others to answer questions, overcome obstacles and provide a smooth path to renewal Reviewed policies as they come up for renewal, identifying potential obstacles to renewal Fulfilled requesters’ needs, ensuring satisfaction

 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 appointments Created repair orders and coordinated with Parts Department Performed clerical and administrative duties

 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 customer’s correspondence via mail Provided payment history on customer’s account Trained new employees as well as existing employees