• Assisted in the day-to-day support and management of a team of 30 – 40 agents.• Responsibilities included: handling sensitive information of claims involving lawsuits and court approved settlements, de-escalating trouble calls, disseminating updates and resolving special situations.• Focused on improving agents through continual coaching, quality review and open communication. • Succeeded increasing the quality scores of team to a consistent 90% - 100% per review.

• Promoted to Team Lead position in recognition for continued excellence in Januray, 2013. As Team Lead, assists in managing a group of 20-30 people to ensure department targets are met on a daily basis.• Supervisor level work done in resolving and de-escalating disagreements and potential legal issues with customers. Responsible for productivity of department; assisted in introducing and applying a system to measure daily performance of agents and set daily/monthly targets.• Spearheaded coaching program to provide agents with feedback on performance. Within 1-2 months of implementation department increased quality scores by 10% - 20%, productivity for agents approaching 95% based on an assignment/expectation basis. • Assisted in interview process, responsible for developing training program. Classroom and public speaking on 1-on-1 and large (10 - 20) experience. Agents participating in training have gone on to excel in their respective functions.• Responsible for addressing billing inquiries, policy clarification, credit checks, payments and system failures of brick and mortal stores. Required to multitask with a wide variety of Call Center applications.• Critical thinking expected and demonstrated when given responsibilities over large accounts, situation resolution and floor support.• Cross-trained for technical support, retail support and sales. Assists in training new recruits.

• Responsible for troubleshooting and resolving rebate issues for Chrysler dealerships.• Verified and enforced rules of incentive programs using a wide range of call center applications. Required to deal with rebates and refunds of medium/large monetary values. ($100 - $10,000)

• Promoted to supervise training of new employees and to manage projects for staff. • Planned, researched and wrote employee reference manual.• Met and exceeded expectations in dealing with inbound/outbound calls, describing products and services, scheduling appointments, addressing patient complaints, handling emergency situations.