Stephanie Sherman Email & Phone Number

Experienced in all aspects of call center management including budgeting, hiring, telephony, resource planning and call center automation. Responsibilities include the daily management of call center agents and supervisors to ensure compliance with the client’s key performance indicators. Key performance indicators include abandoned rate, handle time, quality scores, customer retention rates and customer satisfaction scores for Customer Care Agents. Responsible for driving performance of Inbound Sales Agents to meet sales conversion and revenue per order goals established by the client. Other duties include interviewing new hires, employee evaluations and administering disciplinary action including employee improvement plans and terminations. Currently manage 4 Supervisors and 60 Customer Care Agents. Customer contact points include inbound calls, emails and chats. Also manage Special Service and Billing agents who handle charge-backs, bankruptcies and specialized reporting.

Insuring production floor was maintained and kept an appropriate service level. Managed and purchased fresh and frozen supplies for the department all while maintaining acceptable shrink level. Scheduled and coordinated up to 70+ department employees. Followed and maintained acceptable sanitation grade and standards.