Valeta R. Clark Email & Phone Number

United States

United States

Austin, Texas

• Oversaw management of customer service department consisting of call center, collections, payment processing, web and chat correspondence and image processing functions.• Managed supervisors who supervise employees between walk-in customer service, call center, and collections.• Conferred and cooperated with other management personnel in formulating customer service and program policies and procedures to achieve best practices.• Responsible for recruiting, posting job openings, scheduling and conducting interviews, as well as candidate selection• Ensured an efficient training, coaching and development program was in place.• Monitored, tracked and enforced departmental policies and procedures to meet performance measures.• Reviewed and analyzed customer service reports to determine need for account policy adjustments. Prepared recommendations for management evaluation.• Prepared and managed requisitions for equipment, materials, and supplies within limits of department budget.• Assisted customers with complaints or special issues• Assist with new hire monitoring, and floor supervision.• Led team meetings to set expectations and understand representative’s issues and concerns• Created and developed reports for management and the client• Created policies and procedures • Helped team members improve their skills and knowledge through day-to-day coaching.• Reviewed data to monitor the customer experience and subordinate statistics.• Monitored individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets• Provided communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.

Austin, Texas Area

• Oversee the daily operations of the Tire/Dent/Windshield/Key Group • Handle escalated problem calls/claims• Monitor performance and attendance of personnel • Maintain monthly statistics on each processor including number of claims processed, accuracy of processed claims, number of phone calls taken, etc.• Conduct one-on-ones with all staff to ensure that everyone is aware of their status and to get help for those who are struggling in their roles.• Claims review and approval• Responsible for interviewing and hiring new personnel• Direct the training of new personnel and ongoing quality training for all claims department staff• Conduct annual performance appraisals for staff• Keep up to date on department policy/ procedure updates and changes

Texas A&M University; College Station, Tx

TTVN is the wide area data and interactive communications network that serves the thirteen campuses, the Health Science Center, and seven research and service agencies of the Texas A&M University System (TAMUS). The network also serves numerous affiliated colleges and universities, K-12 school districts, and state agencies throughout Texas. The core TTVN network consists of more than 120 primary wide area network nodes and more than 300 videoconference sites. TTVN and LEARN provide connectivity to the Internet2 NewNet backbone through multiple redundant Gigabit Ethernet connections. These connections, in cooperation with the University of Texas System Office of Telecommunications Services (UT-OTS), serve as the Texas higher education access points to Internet2. The Internet2 network backbone also provides TTVN with international connectivity to the Texas A&M University campus in Doha, Qatar and to Texas A&M facilities in Mexico City and Costa Rica.TTVN is managed for the Texas A&M University System by the staff of Texas A&M University Educational Broadcast Services (EBS). EBS also operates KAMU-TV and KAMU-FM, the public television and public radio stations for College Station/Bryan, Texas. The relationship between TTVN and the co-located broadcast stations offers a unique combination of networking, videoconference, webcasting, webconferencing, new media, and radio/television production staff and facilities that broadens the range of TTVN services.

Msc Box Office

Supervise 16 student workersPost job openings, interview, and hire student workersResolve customer issues and complaintsCommunicate with vendors, presenters, MSC Accounting Office, and theater staff in all phases of MSC Box Office operationsSet up all ticketed events and review ticketing contractsMaintain training manuals and provide training and advice to other support personnelMaintain relations with clients, providing them with constant updates, and reports on their eventsCoordinate and prepare student work schedulesAdd, verify, retrieve and change customer or order information and conduct periodic audits for accuracy

Bryan/College Station, Texas Area