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 responsibilities will include facilitating calibration sessions, implementing a new and independent audit process to ensure consistency in our quality monitoring and scoring and introducing a new coaching model to support our PL Operations supervisors.

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 produced.This position is responsible for providing support and training thatwill allow business unit(s) to achieve and sustain superior results inaccordance with established department standards.The main areas of support that this position will provide areanalysis, research, quality control of data, training, documentationand coaching to enhance the customer service skills of the staff toallow them to meet/exceed quality performance expectations.• 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.• Prepare and validate management reports and analysis for Senior Management.• Ensure new procedures are documented.• Provide real time and monthly feedback to both management andemployees on quality of work.• Responsible for delivering and/or coordinating training ofemployees to ensure each and every staff member is successful atproviding the customer with superior service.• Act as a technical resource.• Work with managers and others on process improvement.• Act on feedback from Operations Management related to quality performance.

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.• Acted as an information source to employees, giving instructions as needed.• Provided front line technical support to staff. • Problem and complaint resolution.• Communicated solutions, successes, and opportunities to leadership on a regular basis.• Ensured compliance with organization’s policies and procedures.• Worked closely with leadership members within business unit to ensure that service level standards were achieved.• Maintained and monitored defined metrics.• Monitored and evaluated staff to improve efficiency in the call center.• Interviewed and selected candidates for business unit. • Oriented new employees to the business unit.• Established employee goals and documented employee performance (monthly scorecard/performance review).

• 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• Reviewed and Released V4 POS Policies from Processing Level 1 to Underwriting Level 3• Reviewed and Processed Error Corrections for V6, V4 and POS Policies for all Levels of Processing• Liaison with Departments/Technical Resources to Resolve Identified Issues/Problems• Monitored Inventories in Order to Seek/Offer Assistance to Individuals and Team • Recommended Changes to Streamline Existing Procedures, Workflows and Improve Quality• Established Written Procedure for Department and Generated Non-Renewals for Policies with Terminated Groups• Processed V4 PMS Out of Sequence Changes• Provided Process Training/Mentoring to Team Members• Established EMB Team Workflow to Assist Team Members in Completing Daily Responsibilities/Training • Generated and Implemented Workflow Documentation to Insure Team Phone Coverage after Normal Business Hours• Generated and Implemented Workflow Documentation in Splitting Phone Coverage for better Team Productivity • Researched and Documented Activity Steps in Order to Aid in Completion of Department Staff Model

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• Creative and Order Entry, Market Selection and Distribution• Coordinated/Documented Proof Approvals• Monitored Overall Job Schedules • Facilitated Sample Distribution• Submitted Materials and Relayed Job Information (i.e. Specifications, Schedules, and Critical Success Factors) to Production Areas in a timely manner.• Coordinated/Monitored Outside Supplier Production• Coordinated/Performed Press Okays (with Client)• Obtained Traces, Freight Quotes and Extensions• Coordinated Client Needs with their Agencies• Generated and Implemented New Ideas to Add Value to Client Promotions • Educated Clients on Procedures, Cost and Time Saving Opportunities • Analyzed Costs during Decision Making Process – Involved Leader and Sales as necessary.• Inform Clients/Sales of Added Charges prior to Invoicing• Generated Timely and Accurate Billing/Job Cost Prep• Generated Timely and Accurate Completion of Error Reports• Interfaced Effectively with all Internal/External Areas to Improve Systems and exceed Client Quality Requirements• Obtained Technical understanding of Account Related Formats/Products and Programs• Provided Pager Coverage during Evenings/Weekends• Responded to Internal and External Inquiries• Provided Assistance to Neighboring Departments• Delegated Tasks to Team Members as Appropriate• Troubleshooting of Potential Problems

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)• Verified Equipment Descriptions/Pricing/Deliveries with Factory for Machine/Part Proposals• Tracked Quotations through to Order Processing & Verified Customer’s Purchase Order Information against Proposal submitted• Submitted New Order to Factory & Tracked Orders through to Shipping Process• Verified Factory Invoice against Customer’s Order, Invoiced Customer & Tracked Customer Payments• Provided Assistance to Outside Sales Staff / Customers (Help Desk)• Established/Implemented Order & Invoice Process Program which Eliminated Entry Errors in Company Financial & Forecasting Reports• Accounts Receivable/Accounts Payable/Cash Disbursements (Logged Transactions, Balanced/Closed Books, Balanced Individual Payable/Receivable Accounts, Bank Deposits, 10th/25th Payables, Provided Payroll Department w/Hour/Commission Information, Petty Cash, Managed Account Collections)• Generated Interoffice Financial Spreadsheets (Current Cash Documentation, Aging Reports & Quarterly Reports for Forecasting/Banking Purposes)• Computerized/Generated Monthly Commissions for Company/Salesmen (Logged Shipments/Payments, Calculated Gross Sales Commission & Salesmen Percentages, Scheduled Payouts & Balanced Account)• Computerized/Generated Expense Spreadsheets for Company/Salesmen (Verified Expenses/Cut Company Reimbursement Checks - Summarized in Monthly/Yearly Spreadsheets) • Computerized/Generated Backlog Territory & Summary Spreadsheets (Recorded Sales, Adjustments, Cancellations and Shipments)

Business-General, 4.0

Business-General, 3.6

Business-General, 3.0

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