Shanequa Ebron Email & Phone Number

* Lead and develop customer operations staff through training, coaching, quality assurance, and managing escalations.* Drive quarterly OKR projects aligned with company goals and share insights with the executive team. * Define and track KPIs, providing regular reports to stakeholders.* Collaborate with vendors to ensure service delivery meets SLA.

• Developed and delivered training programs for employees, including new hire orientation, onboarding, and soft skills training. Maintain training records and reports to evaluate the effectiveness of training programs.
• Work closely with human resources and department managers to identify training needs and develop customized training programs to meet their specific needs.
• Collaborated with cross-functional teams to identify and resolve customer issues within 24 hours, maintaining a 95% customer satisfaction rate and minimizing escalations by 10%.
• Committed to delivering exceptional customer satisfaction and driving cost-effective solutions.

Orlando, Florida, United States

• Developed and implemented a comprehensive training program that resulted in a 20% improvement in first-call resolution rate for the team.
• Successfully led a team of 28 customer service representatives in a fast-paced answering service environment.
• Led agent development through quality assurance initiatives, personalized coaching, and continuous education, improving performance metrics and fostering a strong company culture.

Orlando, Florida, United States

• Conducted meticulous insurance verification processes, guaranteeing timely and accurate confirmation of coverage and eligibility for durable medical equipment (DME) orders
• Demonstrated proficiency in accurately entering and maintaining patient information, insurance details, and order specifications into the database.