Bernice Huskey

• Assisted in executing daily operational tasks to support team efficiency.
• Adapted quickly to new processes and tools within fast-paced environment.
• Collaborated with team members to ensure seamless workflow and communication.
• Supported quality control initiatives through attention to detail in task execution.
• Participated in training sessions to enhance skills and knowledge of operations.

Managed project timelines effectively, prioritizing tasks to meet deadlines and enhance productivity.

• Improve customer service by studying, evaluating and re-designing processes/interactions.
• Build upon human resource by selecting, orienting, training, assigning, scheduling, coaching, counseling and disciplining agents.
• Conduct one on one weekly/monthly individual and team meetings where issues of performance are mutually discussed.
• Monitoring random calls to improve quality, minimize errors and track call center performances.
• Responsible for coordinating, motivating and leading a team of 15+ agents. Develop department’s customer service procedures, policies and standards; handle dealer escalations, investigate dealer complaints; find solutions.
• Highly organized, able to help employees manage customer information and accommodations.
• Coordinated efforts with cross-functional teams such as recruiting, HR, BI technology, and WFM to align with both internal and client goals.