Laura Koslowsky Email & Phone Number

First point of contact for internal and external requests between 3 campus locations. Providing calendar management- meeting planning, scheduling, and coordinating on behalf of C-suite employees, and all other departments. Scheduling and organizing complex activities such as meetings, client visits and lunches, company wide events. Anticipating, initiating, and organizing systems and procedures to effectively manage projects, customer and vendor relationships, events, and meetings. Developing and maintaining positive rapport and trusted relationships with other employees, clients, and vendors. Completing job assignments professionally, in a timely and efficient manner. Organizing and prioritizing work based on day-to-day needs and goals. Filing correspondence for multiple departments, and maintaining a high degree of organization and confidentiality at all times. Utilizing all office equipment, video conferencing, and computer software regularly, including Netsuite, and Microsoft Office suite. Working alongside with IT department to troubleshoot and identify issues directly impacting technology usage. Managing the office space for 3 different campuses; stocking, ordering consumables, and conducting weekly inventory with a high level of accuracy. Initiating external shipments to Fed Ex. Answering the corporate phone line, in addition to sales and client services. Pre-screening potential leads and vendors. Remaining detail oriented and proactive while thriving in a fast paced, team oriented environment. High reputation for persistence, flexibility, dependability, and teamwork.

Assisting & teaching inclusive high school students, emphasis in English and History. Motivating students and helping them understand challenging concepts based on their individual needs & learning styles. Documenting observations based on interactions with students. Substitute/fill-in as needed for teachers in various departments. Assisting SPED transitions team with day to day tasks: transition meeting preparations, email correspondence, copying, filing.

Point of contact & immediate supervisor. Liaison between upper management and customer service representative. Responsible and accountable for all aspects of CSR performance and management. Handling payroll, hiring, terminations, corrective actions, performance reviews. Taking escalated customer calls and ensuring compliance with resolutions. Coaching & developing 22 direct report employees on a daily, weekly, and quarterly basis. Nearly 100% of coaching sessions led to agent comprehension of material presented, based on surveys held after completed sessions. Setting challenging and measurable performance & behavioral goals. Communicating clear expectations for performance. Remaining transparent in regards to elements directly impacting agent job functions. Formulating effective strategies to improve call flow and agent efficiency. Writing scripting & production tactics compliant with regulations & quality assurance.Steadfast commitment to increase conversion rates & overall lead quality. Compiling and generating best practices to calibrate seamless customer service experience.Training & developing employees placed on 90 day performance tracks advancing to manager roles.

Analyzing calls (completed calls, and others as directed by management and/or clients) from various contact centers- including routine engagement with BPO partners. Ensuring quality standards and compliance measures are met on each call opportunityFamiliarity with quality protocol- can quickly make determinations in billing decisions and credits for generated leadsPinpointing inefficiencies & areas of opportunity on phone calls of various dispositions- quality control, FTC/FCC compliance, call flow/scripting, production tacticsGenerating innovative strategies to increase profitability while meeting quality standards & client obligations to prevent unintended revenue lossOutstanding multi-tasking and active listening skills- From June-January 2012, I audited over 1,500 billed leads for clients with over 98% accuracy in regards to common errors and overall judgment. Demonstrating consistent ability to exceed expectations while keeping a high level of efficiency.