Lilly Caban Email & Phone Number

Pine Brook, United States

Iselin, New Jersey

• Implemented best practices for order management solutions system using ERP and CRM platforms for Oracle, Salesforce, and Esker systems. Achieved customer service objectives by identifying customer trends, problem resolution, and implementing changes to the day-to-day workflow. • Utilized blended training techniques in all aspects of operations, order management and quality call monitoring with emphasis on delivering service excellence. • Responded to immediate COVID-19 business needs by implementing a virtual training curriculum to meet the needs of a dispersed workforce and the demands of an increased call volume. Reduced training deliverable from the projected four (4) week timeframe down to a two (2) week timeframe. This process improvement decreased order processing from 5 days to an average of 2–3-day turnaround.• Created a virtual subject-matter reference guide, along with coinciding PowerPoint presentations, focused on self-organization in a virtual setting, time management, customer service and quality assurance. • Designed and improved quality monitoring standards, scorecards, scripting, and best practices for more efficient engagement and effective communication with customers. Provided coaching feedback and action plans for 25+ reps • Developed content on how to improve response to poor surveys and enhance the overall quality resulting in improved KPI’s and survey scores.• Conducted interviews, onboarded new hires, set-up systems access and provided customer service technical and procedural training while tracking progress and adherence to SOP’s.• Worked collaboratively as a team player with all business partners to improve efficiencies and effectiveness across the organization. Created forum for weekly team meetings, agenda topics, and work-related functionality which resulted in more cohesive relationships across all regions.

Secaucus Nj

CUSTOMER SERVICE OPERATIONS - Focused on delivering exceptional service and growing the knowledge base of Call Center Reps.TRAINING/QUALITY ASSURANCE - Leveraging strengths by coaching and mentoring, using performance tools to improve quality and developing existing talent within the organization.o Lead and develop talent so that every customer has an exceptional experience. o Customize and implement training curriculum. Schedule classes using web based tutorials, create subject matter manuals, quick reference guides and PowerPoint for group presentations. Connect globally with Italy to align training needs via SharePoint and WebEx.o Monitor and evaluate call center phone reps for quality assurance using Cisco Finesse software. Create excel spreadsheet to track errors and summary report cards for Supervisor use in their monthly Quality coaching.o Insure flow of information culminating in confirmation of orders shipped.o Review and analyze metrics to enhance service levels and maximize performance.o Facilitate bilingual translation and communication via phone and email.o Tracked and monitored mySafilo.com mailbox with focus on timely responses.o Liaison for Credit and Collections team with emphasis on effective communication of ledger details, billing terms, providing e-statements and releasing credit holds.o Assist Human Resources with company-wide training of Cisco phone system and Engagement Ambassador activities.o Managed Consumer Relations team (2007-2017) with prompt and successful resolution of warranty issues. Consulted with Licensor Customer Care partners to exceed client expectations and achieve satisfactory results. Successfully transferred processes and systems to new regional Distribution Center.

Parsippany Nj

*Supervised (75) call center employees. *Direct reports averaged 12-19 reps per team. *Coached for improvement in productivity, performance, and client relations. *Strived to exceed service levels for exceptional customer experience. *Monitored ACD/IVR systems and proactively maintained efficient operations. *Conducted performance evaluations, written warnings, and interviewed prospective applicants.