Steffani Mcdaniel Email & Phone Number

Bethesda, Md

Managing Call Center Staff, by training new hires, monitoring the appointments scheduled, as well as the service schedule itself. In charge of hiring new call center employees, conducting staff meetings, and handling customer complaint calls. In charge of call center phone system, conducting reports of call center data, analyzing reports and presenting them to the management team. Responsible for the decision making for improvements of the phone system, and call center strategies, and procedures. Responsible for relaying, and updating protocol for call center staff. Meeting with management team, to discuss call center progress, and improvement of teamwork between the call center and the rest of the company. Responding to e-mails, sending service contracts, scheduling appointments , and reviewing the service schedule.

Managing a small team of call center representatives directly, and direct their activities for the achievement of the call center targets and goals. Managing the overall performance analysis of existing lists and programs. Developing and supervising a team of agent representatives, and preparing performance reports. Developing scripts, for the optimization of an existing program. Monitoring the teams performance, to ensure that the call center goals are met, and support the quality of the training efforts for the call center. Measuring and demonstrating productivity , to include individual agent's reports related to customer outcomes. Identifying, and articulating required reports, which include targets, specific data, and anticipated outcomes. Writing and conducting performance evaluations, making employment decisions, as well as setting up performance goals and targets for the assigned team. Promoting required business culture that encourages, and ensures the staff and customer caller satisfaction.

Answer phone calls, manager customer service representative, routing schedules for technicians. Solving difficult tasks with customers, Updated and Creating Service Contracts, faxing, filing, scanning. Entering service set ups, e-mail correspondence with customers, billing, and training new customer service employees.

Answered phone calls, scheduled service, routed technicians schedules, updated and created servce contracts. Faxing, filing, and mailing important documents. Invoicing, updating and creating spreadsheets for inventory, and special services. Coordinating monthly training meetings for service technicians, and ordering supplies for the office.

Sold, in home respiratory supples.Updated customer profiles, creating and re-instituting customers in the Washington, DC area. Performed in-services to discuss prdoucts and service. Maintained relationships, with Hospitals, nursing homes, and doctors offices. Delivered portable Oxygen to patients being discharged from the Hospital.

Bachelor Of Science (B.S.), Biology/Biological Sciences, General

High School Diploma