Attend various courses in dessert making and cake design to improve skills; Process invoices and deliver orders; Maintain baking inventory; Utilize creative skills to come up with effective marketing and new products; Bake small or high volume orders

Manage the staff of the Customer Service Department. Required to monitor the accuracy, productivity and efficiency of the department. Ensure that the staff is fully trained and provide continual guidance regarding service calls, policies, and procedures. Lead by example and help provide a positive environment for the staff. Make sure the queue calls are answered within 30 seconds or less and keep our service level between 80% and 86%. Make sure everyone works on achieving goals set… Show more Manage the staff of the Customer Service Department. Required to monitor the accuracy, productivity and efficiency of the department. Ensure that the staff is fully trained and provide continual guidance regarding service calls, policies, and procedures. Lead by example and help provide a positive environment for the staff. Make sure the queue calls are answered within 30 seconds or less and keep our service level between 80% and 86%. Make sure everyone works on achieving goals set for the department. Make sure staff is taking breaks and lunch as scheduled and using proper make busy codes.  Make sure staff is logged into queue except for breaks and lunches. Make sure there is supervision of the floor at all times. Make sure to keep CMS up and Alarms set. Use Daily Schedules and Webaccess to make sure we have appropriate coverage on a daily basis. Use the RTA system. Focus on constant training and employee morale. Timely provide necessary employee evaluations (30/90/Annual). Continual employee counseling, coaching, and appreciation. Professional and empathetic attitude on the floor at all times. Respond to all elevated situations immediately. Create your own ticklers for elevated calls to you. Monitor your employee ticklers. If something is elevated to you – make sure it’s taken care of before you complete tickler. Make sure voicemails are being addressed, service emails are being processed, and CFP’s are completed daily. Inspect what you expect. Continual re-evaluation of the workflow of the department to improve efficiency. Monitor employees’ telephone calls on a daily basis by using “service observe”. Provide required department reporting.o Oracle Payroll Editing Daily  Make sure to process and return to payroll promptly.o Employee Report Cards (Monthly to VP) Focus on weaknesses and strengths Provide comments o Daily employee phone reports -stats Show less

Duties include the below-mentioned as well as• Distribute e-mails to Customer Service Representatives to advise them of weekend procedures• Check all voicemails for matters that need immediate attention• Record weekend events to compile a summary of events at the end of my shift to be presented to upper management• Assist Customer Service Representatives with questions and or concerns in regards to service work orders• Monitor the service queue• Distribute tasks to… Show more Duties include the below-mentioned as well as• Distribute e-mails to Customer Service Representatives to advise them of weekend procedures• Check all voicemails for matters that need immediate attention• Record weekend events to compile a summary of events at the end of my shift to be presented to upper management• Assist Customer Service Representatives with questions and or concerns in regards to service work orders• Monitor the service queue• Distribute tasks to Customer Service Representatives when there is down time Show less

Duties include the below-mentioned as well as• Answering help desk inquiries from other representatives• Researching service fee disputes• Waiving service fees• Releasing holds on work orders for representatives who do not have the permissions to do so• Taking escalated calls from homeowners in order to resolve their issues• Making outbound calls to technicians and homeowners

Dispatch duties included the below-mentioned as well as• Locating rush service for homeowners in emergency situations• Answering and setting up work orders for online service requests• Checking and releasing pending work orders on the hold grid• Answering emails from service reps in regards to dispatching work orders

Answer up to 100 calls per day; Handle all customer calls and inquires completely and accurately; Use customer service skills to optimize the the opportunity for each customer contact; Enter data and and other relevant information into call center database as required; Alert management of issues that require escalation for resolution; Ability to use technology tools and maintain confidentially of customers and data; Participate in individual and team trainings

Answered, directed and screened multi-phone lines; Performed data entry of time sheets, indexed files, distributed mail, and assisted with large mailing; Calendared and scheduled the use of conference rooms for attorneys and staff members; Updated, printed out and distributed calendar on a weekly basis; Sent out statements to clients monthly; Transcribed legal documents using Dictaphone; Opened new client files; Filed correspondence, pleadings, notes, petitions, schedules, and documents in… Show more Answered, directed and screened multi-phone lines; Performed data entry of time sheets, indexed files, distributed mail, and assisted with large mailing; Calendared and scheduled the use of conference rooms for attorneys and staff members; Updated, printed out and distributed calendar on a weekly basis; Sent out statements to clients monthly; Transcribed legal documents using Dictaphone; Opened new client files; Filed correspondence, pleadings, notes, petitions, schedules, and documents in correct client file; Ordered supplies for the office and maintained the file room; Filed folders in alphabetical order; Faxed and mailed documents as instructed; Handled all incoming packages from UPS or FedEx; Kept kitchen stocked and clean Show less