Cassandra L Rogers
Memphis,Tennessee
Summary
Summary of Qualifications: Customer Retention Supervisor focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates effective judgment in balancing customer, employee and company objectives.
Overview
22
22
years of professional experience
Work History
Customer Supervisor
American Home Shield
08.2015 - Current
- Assists in the formulation of targets for individuals and teams.
- Hire and onboard new employees to AHS guidelines and Standards.
- Answer questions from staff and provide guidance and feedback.
- Anticipate and resolve escalations and take over calls when needed.
- Devise ways to optimize procedures and keep staff motivated.
- Measure performance with key metrics to ensure goals are meet.
- Ensure adherence to AHS policies and ensure enforcement.
- Prepare monthly/ annual metric results as well as performance results.
- Coach and develop agents to ensure that AHS policies and standards are meet by each and agent and team.
- Ensure weekly payroll is checked and processed for each agent.
Customer Service Lead Associate
American Home Shield
06.2011 - 08.2015
- Elicit records customer information and inquiries, following prompts from a computerized system.
- Corrects errors and discrepancies on customers' billing statements as necessary.
- Demonstrates good oral and written communication skills, with ability to articulate relevant information and directions in an organized and concise manner.
- Prepare work order accurately in accordance with the guidelines of the company.
- Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements.
- Generates copies of billing statements and researches billing history using computerized systems and microfiche when applicable.
- Facilitates interactions with customers in a way that is in accordance with the Company's service strategy.
- Establishes rapport and promotes effective relationships.
- Demonstrates awareness of company policies and procedures while applying sound judgment, when necessary.
- The ability to work in a fast paced environment to achieve the goals of the company.
- The ability to handle escalated calls from customers in order to resolve the customer issues.
Customer Service Manager
SITEL Inc
06.2005 - 08.2011
- Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
- Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
- Planning and supervising changes and managing the daily operations of call center.
- Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
- Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
- Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
- Recording statistics, performance levels and user rates of the call center and preparing the reports.
- Planning and developing employee recruitment, including posting vacancy ads and liaising with other departments for proceedings .Motivating, coaching, and retaining staff as well as coordinating reward, bonus and incentive schemes.
- Handling the most complicated customer inquiries or complaints.
Braun Research Customer Service Supervisor
02.2005 - 08.2008
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Education
Some College (No Degree) - Business Administration
Strayer University
MemphisSkills
- Articulate, Supervising
- Benchmarking, Telephone
- Billing, Upgrades
- Call center, Written communication skills
- Coaching
- Customer-service
- Human resource
- Managing
- Operations management
- Organizational
- Payroll
- Performance reviews
- Policies
- Process improvement
- Quality assurance
- Recruiting
- Sales
- Scheduling
- Training and coaching
- Workforce Management
References
References Available upon Request.
Timeline
Customer Supervisor
American Home Shield
08.2015 - Current
Customer Service Lead Associate
American Home Shield
06.2011 - 08.2015
Customer Service Manager
SITEL Inc
06.2005 - 08.2011
Braun Research Customer Service Supervisor
02.2005 - 08.2008
Some College (No Degree) - Business Administration
Strayer University