Loretta Labrie Email & Phone Number

Virginia Beach

Virginia Beach, Va

VA Benefits for Disabled Veterans. Position of Trust – NACI (National Agency Check with Inquiries) background check. Supervise and Coach Representatives for improved performance in claims processing. Work with IT/Xerox for improved performance of processing systems. Handle administrative functions related to HR, scheduling, time off, performance reviews and disciplinary actions. Maintain positive relationships with contractor and local employees. Led a team of 30 representatives to learn the Automated Claims Processing System. Assisted with opening and setting up the call center. Once the contract expired, assisted with closing the call center.

Virginia Beach, Va

Contact Center - Responsible for leading a team of 30 employees to meet service and sales objectives. Audited sales transactions monthly to ensure correct commissions were paid to employees. Handle administrative functions related to HR, scheduling, time off, performance reviews and disciplinary actions. Responded to and resolved escalated member issues. Regional Sales Manager - Managed Nine Member Service Representatives to achieve Loan Production and Loan Protection. My team was number two in loan production for the first nine months of 2011.

Director Customer Service = Led a team of 6 Associate Directors & 48 supervisors across several states. Worked with the team to achieve and exceed center goals for attrition, performance, employee and customer satisfaction. Conducted center visits monthly, facilitating meetings, focus groups for feedback to establish action plans for improvement. Worked in this capacity for 6 years and traveled 80% of the time. Wireless Collections Manager = Managed aged/staged wireless receivables, staffing, budgeting, cost/expense control, employee turnover and performance indicators. Managed the outbound dialer program and strategies.