Rose Lemaster Email & Phone Number

New Mexico, United States

Albuquerque, New Mexico, United States

Managed specialty team successfully, incorporating reporting, and creating communication strategy forprogram launches.Perfected coaching tenured and members of leadership, partnering with maturity and skill, changingbehaviors of entire program.Managed Team of 16 Leaders, Who directly effect front line, offering support and knowledge.Briefed new hires on essential job information, such as company policies, employment benefits and jobduties.Worked with managers to achieve compliance with organizational policies, providing clarifyinginformation and recommending necessary changes.Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processesPROFESSIONAL SUMMARYSKILLSCERTIFICATIONSWORK HISTORYto identify qualified candidates.Created and implemented forward-thinking initiatives to improve employee engagement.Enhanced team workflows and employee job satisfaction by coordinating communication betweenmanagers and employees.Provided guidance on policies and procedures to harmonize responses, provide appropriate investigationactions and reach resolution of grievances.Discovered and resolved complex employee issues that affected management and business decisions.Promoted employee buy-in of organizational objectives by conducting orientations of new team membersand regular town hall meetings for established employees.Established positive and effective communication among unit staff and organization leadership, reducingmiscommunications and missed deadlines.Identified and resolved unauthorized, unsafe or ineffective practices.Assisted in recruiting, hiring and training of team members.Supervised 16 employees, overseeing efficiency of Productivity (CPH) and Reliability goals, in remoteenvironment.

Remote

Performed root cause analysis in deficient areas to identify and resolve central issues.Led associate focus groups and meetings to obtain suggestions, address concerns or issues and fosterpositive relations among team members and management.Enhanced operational efficiency and reduced labor expenses by developing and optimizing standardpractices.Created and implemented strategies for improving operational efficiency and accuracy.Monitored daily and weekly key performance indicators to maintain on-track status.Motivated and trained employees to maximize team productivity.Encouraged and promoted ideas aligned to business needs and benefits.Monitored call quality and provided individual constructive feedback to enhance performance and addressareas in need of improvement.Helped employees with day-to-day work and complex problems by applying motivational and analyticalstrategies.Executed Monthly Performance Plans with representatives to to identify production gaps.Assessed personnel performance and implemented incentives and team-building events to boost morale.Interacted with customers professionally by phone, email or in-person to provide information and directedto desired staff members.Improved customer satisfaction scores through application of superior conflict resolution and problemsolving skills.Was able to have entire team meeting all Efficiency standards and exceeding SMART expectations forthree consecutive months.Completed bi-weekly payroll for 16 employee, ensuring any corrections needed were submitted withproactivity.

Asked open-ended questions to assess customer needs.Ensured superior customer experience by addressing customer concerns, demonstrating empathy andresolving problems on the spot.Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customerservice culture.Determined customer needs by asking relevant questions and listening actively to responses.Fostered positive work environment by consistently treating all employees and customers with respect andconsideration.Handled claims consistent with client and corporate policies, procedures, best practices and regulations.Developed reputation as efficient service provider with high levels of accuracy.Ran Team Meetings, Created relationships with team members and went over knowledge data base toensure quality of calls.Motivated team in meetings and huddlesInvestigated and resolved customer inquiries and complaints in a timely and empathetic manner.Consistently working on Development of Myself and others on team, by listening to calls, providingfeedback, and setting agent up with ideas on how to meet metrics.Worked for 3 managers on difficult situations, to find solutions.

Albuquerque, New Mexico, United States

Communicated with customers to assess and address their individual needs, providing them with timelyand quality support via Siebel and Sterling.Established and fostered strong Customer and Store relationships through application of excellentinterpersonal skills.Responded to all customer inquiries thoroughly and professionally.Actively pursued personal learning and development opportunities.Determined customer needs by asking relevant questions and listening actively to responses.

Albuquerque, New Mexico, United States

Answered and managed incoming and outgoing calls while recording accurate messages for distribution tooffice staff.Followed detailed directions from management to complete daily paperwork and computer data entry.Performed routine data entry or document management.Responded to in-person and telephone requests for information from general public, attorneys and otherinvolved parties.Stayed up-to-date on New Mexico laws and licensing requirements to complete accurate and efficientreviews.Maintained fiscal records and accounts.Issued public notification of official activities or meetings