Stacy Black Email & Phone Number

Howell, MI

The Quality Assurance Program Managers will be charged with the design and maintenance of our Quality Assurance programs, QA reporting and analysis and enhancements to both our programs and processes. These key focus areas will align with our goals of improving the customer experience and driving employee performance and engagement. Additional.

Howell, MI

• The Customer Service Operations Consultant provides results/feedbackto customer service representatives, team leads, supervisors andmanagers with the goal of improving call quality and overall qualityof work.
• Lead the development and implementation of quality assurance datatracking, trend analysis and reporting.
• Provide input/feedback to managers/ supervisors on individualemployee performance against established metrics.
• Review the metrics and/or phone calls handled.
• Record and analyze the results and identify gaps and trendsimpacting quality performance.
• Collect and analyze quality measurement data.

Howell, MI

• Prepared schedules to ensure adequate staffing levels.
• Managed and directed the daily activities of call center staff.
• Monitored performance of team and balanced work within the team through report analysis.
• Monitored and assessed employee performance and took appropriate action when required.
• Approved and tracked attendance of staff.
• Responsible for the coaching and development of employees.

• Process Multiple Step Policy Changes and Policy Transactions Received for Multiple Lines of Business with Specified Guidelines
• Reviewed Source Data for Completeness/Gathered Information
• Answer Follow-Up and Problem Resolution Telephone Inquiries from Insureds, Agents and Others. Provide Accurate Manual and Procedure Information
• Maintained Productivity Level of 125% and Quality Level of 100% (Audited)
• Served as Technical Resource for Team Regarding Processing Issues
• Participated in Continuous Improvement Initiatives for Process

Brighton, Michigan

• Generated Reports (MVR/Applicable Discount Reports) and Compiled Information Necessary for New Memberships / New Autos / New Homeowner Policies
• Provided Assistance to Clients in Need of Service (Billing/Rates/Services)
• Documented all Client Changes in File Log and made necessary Changes in System
• Generated Written Correspondence to Clients concerning Changes/Policy Issues
• Receipted Payments for New and Existing Policies (Cash/Checks/Charges)
• Generated Mailings/Bulletins for Clients concerning Insurance Updates

Livonia, Michigan

• Confirmed Job Specifications and Schedules with Clients prior to Receipt of Materials and Upon Receipt of Materials
• Maintained Flexibility with Client Needs and Deadlines
• Documented all Client Emails, Phone Calls and Changes to Job
• Coordinated Changes with Sales, Estimating and Scheduling
• Communicated pertinent Client Information to Team Members, Leaders and Sales
• Conducted Start-up Meetings

Plymouth, Michigan

• Produced/Implemented Customer Database (Tracked Machine Models/SN/Warranty)
• Generated Mailings for New Product Line Introductions & Open Houses
• Posted Employment Ads, Interviewed & Trained Office Personnel
• Generated Written Procedures for Office Procedures
• Streamlined Quoting Process through use of Macros, Line Item Descriptions & Master Pricing Documentation
• Tracked & Responded to Formal Request for Quotations (Automotive & Non-Automotive)

Business-General, 4.0

Business-General, 3.6

Business-General, 3.0

Education record