Debra Wensel
Alorica
Durant,OK
26
years of professional experience
Professional with strong experience in back office management. Demonstrates proven ability to optimize workflows, streamline processes, and enhance operational efficiency. Valued team player known for adaptability and commitment to achieving results. Skilled in data management, organizational coordination, and problem-solving. Recognized for effective communication, leadership, and fostering collaborative work environment.
Work History
Back Office Manager
26 Years 5 Months- Managed back office operations, ensuring efficiency and compliance with company policies.
- Streamlined processes for data entry, improving accuracy and reducing turnaround time.
- Led team training initiatives, enhancing staff performance and service delivery.
- Implemented new software systems to optimize workflow and communication between departments.
- Developed performance metrics to monitor team output and identify areas for improvement.
- Collaborated with cross-functional teams to align operational strategies with business goals.
Quality Assurance Specialist
26 Years 5 Months- Conducted thorough testing to identify software defects and ensure product quality.
- Collaborated with cross-functional teams to develop and implement quality assurance processes.
- Developed detailed test plans, cases, and scripts to support project requirements.
- Utilized automated testing tools to enhance efficiency and accuracy of testing procedures.
- Analyzed defect trends and provided insights for continuous improvement initiatives.
- Mentored junior staff in quality control methodologies and compliance standards.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
Call Center Representative
26 Years 5 Months- Provided exceptional customer service by resolving inquiries and complaints efficiently.
- Utilized CRM software to document interactions and track customer issues effectively.
- Collaborated with team members to enhance workflow and improve service quality.
- Mentored new representatives on best practices for handling customer calls.
- Delivered training sessions on product knowledge and communication techniques.
- Led initiatives to reduce average call handling time while maintaining quality standards.
- Developed strategies for improving customer satisfaction scores through targeted follow-ups.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Team Manager
26 Years 5 Months- Led team in achieving operational goals through effective resource allocation and workflow optimization.
- Developed training programs to enhance team skills and improve overall performance.
- Implemented process improvements that increased efficiency and reduced downtime across operations.
- Mentored junior staff, fostering a culture of continuous learning and development within the team.
- Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Escalation Specialist
26 Years 5 Months- Resolved complex customer escalations through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to streamline escalation processes and improve response times.
- Trained new team members on escalation protocols and best practices for customer service excellence.
- Analyzed recurring issues to develop proactive solutions, enhancing overall customer satisfaction rates.
- Led initiatives to refine escalation procedures, resulting in increased efficiency and consistency in case handling.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
Education
High School Diploma
Skills
Document management
Workflow optimization
Process management
Teamwork
Customer service
Problem-solving
Time management
Attention to detail
Multitasking
Reliability
Excellent communication
Active listening
Adaptability and flexibility
Timeline
Back Office Manager
Alorica
05.2000 - CurrentRead More
Quality Assurance Specialist
Alorica
05.2000 - CurrentRead More
Call Center Representative
Alorica
05.2000 - CurrentRead More
Team Manager
Alorica
05.2000 - CurrentRead More
Escalation Specialist
Alorica
05.2000 - CurrentRead More
Oklahoma City
High School Diploma
Read More