I manage a team of skilled and highly engaged customer service professionals who are dedicated to building relationships with our customers by offering products and services that add value, financial stability, and convenience.

Managed email and phone teams in the contact center.

Worked as a collections agent for midrange accounts.

Blended inbound and outbound phone units into a high perfoming contact center. Designed workflow plans and restructued the quality and productivity metrics. Designed consumer email workflow process.

Phone Unit 2004-2009Managed team of 15 seasonal and full time employees. Provided effective coaching and work flow programs to enhance resource efficiency.Developed reporting mechanisms for call center; which resulted in benchmarks for adjusting service standards. Instituted procedures for obtaining information from websites; which resulted in a positive financial impact by saving the cost of calls and subsequent letters. Responsible for instituting a schedule change for employees; which resulted in a 6 second decrease in the inbound speed to answer and an outbound call per hour rate from 15 to 16.Developed relationships with insurance carriers for implementation of website processing program; which resulted in a cost savings of $85,000 per year. Developed call volume projection tool in order to establish strategic allocation of employee resources which resulted in a 20 percent increase in efficiency. Uploaded procedure manuals on department website to give team members improved access to procedure changes and updates.Outbound Unit Lead 1998-2004 Maintained reports- Accurate and timely reports consistently maintained. Quality Review-Provided timely and effective feedback; which increased team member morale.Peer Coaching- Improved effectiveness of feedback through coaching; resulting in increased performance of team members.Outbound call handling - Averaged 18-20 calls per hour; which was above the 15 call per hour standard.Handling escalated calls- Played key role in resolving customer issues

Maintained office supply for office of 80 employeesImplemented Just-in Time supply standards; which resulted in a 55 percent reduction in supply costsSorted and delivered sensitive company mailPrepared critical packages for overnight mail