• A committed, proactive management professional with an extensive record of achievement through excellent service.• Supervisor of a cross functional team handling high volume of incoming customer contacts through multiple channels in a call center environment.• Responsible for direct reports (office and remote employees): Hiring; training; coaching; monitoring; motivating, monitoring; enforcing policies and procedures. • Instrumental in development of cross functional team combining customer service, sales, account management and technology support to meet the needs of Small Business customer segment.• Responsible for developing and managing a training program for Small Business support team and fulfilling the role of trainer for new recruit classes. • Responsible for implementing and managing an online knowledge repository and associated document management processes for the Small Business support team. • Ensures strict quality control by adherence to company policies and procedural guidelines for Small Business segments.• Experienced in managing client relationships through collaboration with clients, internal departments and partners to provide clear and accurate program guidance for clients focusing on client satisfaction, retention and growth. • Led team to consistently exceed sales quotas. • Collaborates with management team and peers on achieving strategic goals and objectives under stringent deadlines. • Extensive experience with cross-functional projects to meet company initiatives.• Thrives as a team player in a fast-paced, ever-changing environment.

• Attained supervisory status to assist Customer Service Officers with government policy inquiries and technical problems. • Provided customer assistance to claimants under Social Security legislation. • Possessed a complex understanding of governmental guidelines and written standards to provide accurate advice and make decisions, maintained high quality of detail and accuracy in processing work in a call center environment. • Resolved issues in difficult and unusual situations using conflict management and resolution skills.• Demonstrated a high level of oral and written communication skills. • Met stringent targets in a call center environment, including call handle time, after call work time, talk/hold ratio, consistently achieving an accuracy level of 95% or above.• Consistently used advanced telephone techniques including the control and management of calls.• Received training in incoming emergency calls to relay Government response to terrorist attacks and natural disasters.