Rosalind Thornton Email and Phone Number

• Provided customer service leadership regarding all facets of customer contact and operations analysis. • Managed all resource-related activities, including: head count, productivity, operations, and training and development.• Developed strong team through optimum selection, training, development, performance management, and motivation. • Set standards of performance to promote sales and meet established departmental sales and service targets. • Identified process breakdown… Show more • Provided customer service leadership regarding all facets of customer contact and operations analysis. • Managed all resource-related activities, including: head count, productivity, operations, and training and development.• Developed strong team through optimum selection, training, development, performance management, and motivation. • Set standards of performance to promote sales and meet established departmental sales and service targets. • Identified process breakdown points and worked with cross-functional teams to develop solutions.• Created a professional atmosphere of support among employees to maintain high levels of organization flexibility. Show less

• Led a diverse team of call center coaches focused on front-line training, development, and support.• Conducted call center calibrations and directed team responsible for addressing call center escalations.

* * * * * * * * * * *Prior Experience:Service Representative and Trainer positions.