Mimi Sinclair Email & Phone Number

Orlando, Florida, United States

Client: Major Educational InstitutionSupervised the operations for the client’s account, ensuring efficient handling of student inquiries and support services.Managed a team of 20 agents, providing training and development to enhance service delivery.Implemented standard processes to streamline operations, resulting in a 50% reduction in average handle time.Achieved significant improvements in student satisfaction and operational efficiency.Client: Luxury Jewelry BrandOversaw the operations for the client’s account, managing customer service teams to handle inquiries and support requests.Developed and implemented quality assurance standards to maintain high levels of service quality.Trained and mentored team members, fostering a culture of continuous improvement.Successfully managed high volumes of customer interactions, ensuring timely and effective resolution of issues.

Greater Orlando

Worked with a startup tech company specializing in a background search engine.Developed and maintained a strong and sustainable team of call center representatives.Completed performance evaluations, provided ongoing coaching, and used reporting to analyze performance and drive process improvements.Managed employee relations and communicated changes to ensure they were implemented effectively.Collaborated with leadership to develop and meet company goals, maintain customer satisfaction, and communicate job expectations to employees.

Greater Orlando

Supported a major financial institution's unemployment payment card services.Conducted critical reviews of targeted customer interactions and summarized call listening data to identify key findings.Tracked and managed the outcomes of continuous improvement efforts and completed audits to ensure compliance with quality guidelines.Created speech analytics queries and facilitated cross-functional calibration sessions to improve performance.Optimized management features to drive quality, coaching, and performance improvement.

Greater Orlando

Supported Medicare and Medicaid workflows.Provided non-clinical support to workflows involving utilization management, case management, disease management, and health promotion.Screened and assigned faxes, processed authorizations via True Care, and coordinated correspondence and material distribution to enrollees and providers.Ensured accurate and efficient completion of tasks through attention to detail and organizational skills.

Greater Orlando

Client: Major Global Cosmetics RetailerManaged the implementation and ongoing operations of the client’s customer service account.Led a team of 10-15 Team Supervisors to handle customer inquiries and issues, ensuring high levels of customer satisfaction and operational efficiency.Developed and implemented quality assurance standards and training programs to maintain exceptional service quality.Achieved improved customer satisfaction, reduced call handling time, and increased efficiency. Successfully met the implementation deadline and managed call volume during peak seasons.Client: Leading International Consumer Goods CompanyDirected the exclusive and luxury customer service and escalation teams for the client.Created and managed the customer service knowledge base, ensuring up-to-date and accurate information for internal and external use.Achieved significant improvements in resolution times (reduced to 24 hours) and increased customer satisfaction scores.Facilitated additional customer experience training focused on high-touch products and luxury service standards.Client: Prominent Online Movie Ticketing ServiceOversaw the operations for the client’s account, managing sites in Denver and Orlando.Developed and implemented QA standards and training programs to improve service quality.Managed budgeted hours to ensure optimal staffing and addressed poor agent quality scores.Successfully handled high contact volumes during major movie launches, ensuring excellent customer service via email, chat, and voice channels.Partnered with branding, marketing, and workforce departments to ensure cohesive operations.