Joyce Pyles Email & Phone Number

Evaluated performance for Work-at-Home Customer Service Agents; provided detailed feedback and mentored agents to improve performance. - Recorded evaluation history and analyzed data to determine trends and assist management to develop action plans and implement improvement strategies. - Served as the department event coordinator; scheduled meetings and reserved conference rooms, coordinated department events and charity efforts, delivered team communications to motivate, improve productivity and morale.

Supervised approximately 100 Work-at- Home Customer Service Agents to ensurethey were meeting expectations for all key performance indicators includingschedule adherence, productivity, quality feedback, and handle time.- Provided assistance, coaching, and supplemental training to assigned CustomerService Agents in order to drive agent performance and customer satisfaction.- Acting supervisor; handled escalated customer calls and inquiries; ensured correctpolices and promotions were followed while providing excellent service and buildingbrand loyalty.- Promoted to Performance Assessment Specialist in June 2012.

Managed incoming payments and outstanding invoices with duties includinggathering invoice and payment documentation, processing 3 way P.O. matchinginvoices, processing check requests, matching invoices to checks, obtainingsignatures, and reconciling statements.- Provided business to business support by responding to all vendor inquiries,researching and correcting discrepancies, assisting in month end account closing,and other duties as assigned.- Assisted with administrative tasks including filing, record maintenance, distributingaccounting documents, and generating records and reports.; Ensured all invoices and payments were documented.- Classified and matched invoices and check requests.- Assisted vendors with all inquiries and disputes; researched and resolved vendorissues.- Reconciled statements.- Provided general administrative support such as filing, maintaining and distributingaccounting documents, generating reports and records.