Marinus Wolvers

Provide organizational leadership and focus to ensure company focus and mission fulfilled by building shared values and purpose, communicating the mission throughout the community., aligning organizational goals toward growth and service excellence. Maintain company's reliability and systems to ensure effective and efficient operation, ensure on-going accountability with regard to compliance with budget, financial reporting,reconciliation of all financial accounts. Maintain accounting ledgers, and a financialinternal control system to ensure the safeguard and integrity of Agency assets.

• Hired and managed employees to maximize productivity while training staff on best practices and protocols.
• Increased customer satisfaction through continuous improvement initiatives and excellent customer service.
• Managed crisis situations effectively while minimizing disruption to daily operations.
• Enhanced company performance by implementing strategic plans and overseeing daily operations.
• Prepared annual budget forecasts and monitored performance to meet organizational objectives.
• Monitored financial performance and implemented measures to enforce compliance with budgetary standards.

• Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Led daily team meetings to review performance, set targets and motivate staff.
• Evaluated data to identify trends and determine customer service needs.
• Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.