Sarah Hines Email & Phone Number

United States

Greater Boston Area

Acton, Ma

Manage Customer Care Quality Program which is comprised of call recording, quality monitoring and customer surveys. Review and report on team and agent specific QM results, customer complaints, CSAT & NPS results. Liaise with legal and compliance teams when issues arise involving patient privacy (HIPAA) and protected health information. Interview candidates seeking employment in Customer Care. Develop content and deliver training to new hires.

Billerica, Ma

Escalation and operations decision maker for ongoing Product Support and Inside Sales teams.

• Collaborated in a positive and professional cross-functional relationship with upper level personnel in corporate departments. •Monitored and measured performance of staff to ensure superior, efficient and effective service techniques were in practice. •Produced interactive training materials and presentations so all employees could develop strengths critical to client service, situational analysis and call triage.•Created Recommended Practice document so non-standard work functions were easily completed. • Maintained vacation schedule and attendance records for group to ensure appropriate call center coverage.•Ran reports for agent performance, monitored call recordings, and provided individualized training to enhance support to external callers.

Contract position - liaison between brokers and custodian banks to facilitate market trade settlement.

Provided support for multiple application disciplines within a global support environment. User access, product enhancement requests and inquiries regarding data integrity were a sample of the type of support provided to both external clients and internal users within the corporate domain.