Adam Mengel Email & Phone Number

Fort Pierce, Florida, United States

Create and provide revolving analytics data of call/web chat arrival patterns, agent efficiency analysis, statistical analysis of the agents and call center performance.

Port St. Lucie, Florida

Effectively manage the daily call flow for a 10,000 a day call center. Forecast and schedule accordingly for the daily business need. Troubleshoot phone and computer issues to maintain active resources. Communicate with Management, Training, Implementations and Quality Assurance regarding business needs. Create employee profiles and input data for new hire employees. Email daily reports to the client. Create, access and run reports in Avaya system.

Port St. Lucie

Daily scheduling for multiple medical practices using the EPIC system. Comply with Federal HIPAA guidelines with each patient inquiry. Utilize multiple programs simultaneously to meet the 5 Core Metrics required per interaction. Provide exceptional customer service to both the patient and the client.

Port St. Lucie

Performed duties as a Team Lead including aiding and assisting supervisors with daily tasks, coaching members, handling escalated issues, and demonstrating interpersonal communication skills including interactions with managers, supervisors and peers. Supported business needs as required by flexing my schedule to ensure proper floor coverage and Manager On Duty duties.

Port St. Lucie Florida

Perform administrative and PC duties in order to maintain data integrity for a variety of real-time contact center operational records, attendance/adherence to employee schedules and employee benefit usage for up to 1300 employees. Used applications such as Vantage Point/Pipkins, CCMS, SharePoint, ESS, Microsoft Office (Excel, Word, Access, PowerPoint) to accomplish these duties. Answers telephone requests and makes real-time updates to representative schedules in the Pipkins System. Answers and tracks call-ins to central call out department line. Confirm representative time worked, updates benefit time and does general research in the WorkForce myTime system. Enter Corrective Action related occurrences into Pipkins. Perform operational data audits to ensure data integrity. Read/answer/generate e-mail correspondence where appropriate to update call center supervisors and managers.

Port St. Lucie

Conducted 8 years temporary assignments as Seasonal Contract Trainer and Training Assistant that included ensuring students understood and applied job-specific duties and performed platform work accurately and efficiently through presentations, materials reviews, training, coaching and assisting the learning process for up to 100 newly hired employees per season. Provided QVC values and systems training to external hire Supervisors to integrate them effectively into the role.

Port St. Lucie

As a Quality Assurance Assistant, monitored Customer Service Representatives phone interactions with customers to ensure that policies and procedures were performed consistently. Input into computer program as to achieved or unachieved performance tasks. Provided individual feedback to representatives concerning the monitored call and coaching for accomplishment of task and areas for improvement.

Port St. Lucie

Managed accounts for 30,000+ customers annually via Live Chat and e-mails to communicate, provide information and resolve customer issues by navigating corporate database and QVC.com regarding cost issues, billing, shipping and returns.

Port St. Lucie

Participated in initial telephone interviews for seasonal workers to support H.R. Department.

Port St. Lucie

Perform customer service functions via telephone by navigating corporate database and QVC.com to resolve cost issues, billing, shipping and returns for customer accounts.

Beach Haven New Jersey

Managed all facets of daily operations of amusement park including government interface, management training and supervision, revenue control, safety regulations, problem solving and immediate decision-making experience. Customer satisfaction and managing customer relations was the priority. Have work experience in customer relations, cash disbursements and control up to $50.000, games and arcade requirements, maintenance, and security. Required hiring, training, and supervision of seasonal workers including all personnel issues. Involved with work schedules for up to 120 employees, supervisory experience with seasonal workers including planning, scheduling and directing work activities, safety and governmental regulations, customer relations.