Ann Isabell

• Maintain customer service and dispatch operations by initiating, coordinating and enforcing program, operation and personnel policies and procedures
• Resolve escalated customer and partner issues that arise in all phases of their shipping experience from initial quotes to final invoicing
• Assist in complex problem resolution with missing or damaged freight, ensuring 100% resolution
• Develop, lead and motivate staff and ensure appropriate staffing levels
• Communicate, implement and interpret applicable Company goals
• Work with other departments to identify areas of potential process improvements
• Prepare customer service reports by collecting analyzing and summarizing information and trends
• Control expenses to stay within budget and promote sales opportunities
• Ensure company compliance with applicable federal, stat and local laws and regulations

• Responsible for day to day operation of multi-site, 100+ seats, Inbound and Outbound Customer Service Department and Loss Draft Inbound phone calls
• Ensured department operated efficiently within allotted budget and met all organizational requirements from Legal, Compliance, Finance and HR
• Ensured service level agreements were met with vendors who performed essential work functions
• Resolved escalated customer issues promptly and professionally to maintain satisfaction
• Created clear and effective policies governing all aspects of employee work and interaction with customers
• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics

• Supported Dean of Workforce Development and Director of Allied Health
• Answer incoming phone calls
• Greet and direct public
• Register students for classes and workshops

• Coordinated efforts of various teams and departments to accomplish specific process improvements and implement new business models
• Manage multiple projects, usually simultaneously
• Recommend specific solutions to mitigate negative impact to customers and department costs from unexpected events
• Ensure that contact center met internal requirements from Legal, Compliance, Finance and HR

• Managed two separate implementations of call recording and quality assurance software
• Identify, document and represent business requirements of multiple business units for initial Statement Of Work negotiations with software vender
• Monitor implementation to ensure requirements were met
• Write and deliver training to non-technical personnel in use of systems

• Supported Senior Vice President of Customer Service
• Department budget tracking and reconciliation
• Travel and expense reimbursements
• Special projects as assigned