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.
• 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.
• 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.
• Developed content on how to improve response to poor surveys and enhance the overall quality resulting in improved KPI’s and survey scores.

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.

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.