Responsible for providing ongoing feedback and education to all Support Services agents.
Monitors inbound and/or outbound calls to analyze and evaluate customer service skills.
Documents quality issues and performance measures for management review.
Works with management to create and maintain standardized workflows and procedures.
Provides management with call trends, and creates and maintains reports and dashboards to communicate quality assurance findings.
Works with trainers to ensure training is being completed in required areas.
Supervisor of E-commerce
National Vision
11.2019 - 11.2024
Led a team of 30+ associates, maintaining high morale and productivity.
Coordinated production upgrades and provided coaching and training during daily meetings.
Handled timesheet approvals and implemented performance improvement plans.
Fosters an atmosphere of teamwork, dedication to correct execution, and continuous improvement.
Interacts with associates in response to their concerns, questions, or complaints.
Supervises call centers staff; to include Performance Management, scheduling, training, recruiting, etc.
Ensures call center staff are handling work-flow efficiently and changing tasks as necessary.
Updates attendance calendar and provides HR with any write ups needed.
Assists e-Commerce Customer Service Manager in developing business plans; including designing and building service sales capabilities.
Attends staffing meetings as well as system changes meetings.
Seasonal Customer Service Rep
Williams Sonoma
11.2017 - 01.2019
Provided primary customer support and updated account information.
Responded promptly to customer inquiries, offering assistance and advice.
Managed customer requests for products, services, and company information.
Lead Teacher
Sunshine House
07.2016 - 05.2017
Communicated with parents about student progress and recommended at-home reinforcement.
Planned and implemented daily activities to enhance student development.
Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
Maintained patience and level-headedness in diverse situations to support student development and personal growth.
<ul><li>- Working in Collaboration with the Central Quality team in the development of Quantitative checklists for Aggregate reports.</li><li>- Performing QR of Safety reports i.e, PADER, DSUR, PBRER and DSURs.</li><li>- Managing QR Team for Safety reports and acting as a training lead for Safety Writing Team.</li><li>- Prepared and Performed QC of the trackers for RSI project.</li><li>- Performed Quality review of cases in Argus database for VOQR project. Created error-free reports and other outputs according to tightly defined specifications to ensure timely reporting of assigned job to program management.</li><li>- Participating in weekly meetings on a regular basis to understand the client's requirement for a particular program and ensure that the team meets or exceeds the targets in terms of quality, quantity within the scope of time constraints</li><li>- Responsible for reviewing the SOPs, job aids as per program specific requirements.</li><li>- Acting as a subject matter expert and helping the team members with day-to-day trouble shooting activities.</li><li>- Signal detection and risk management plan authoring or other assigned PV related activities for client's product(s), per the regulations and SOPs when required.</li><li>- Exhibiting a growing awareness of program strategy and thinking capability alongside independence.</li><li>- Reviewing and providing solutions for issues relating to program delivery or escalating appropriately to the Team Lead / Program Lead as required.</li><li>- Providing standards for gathering information for use in trend analysis.</li><li>- Involved in people development in partnership with PDG leads.</li><li>- Ensuring that all training (internal training and client training) are successfully completed in a timely manner.</li></ul> at Syneos Health<ul><li>- Working in Collaboration with the Central Quality team in the development of Quantitative checklists for Aggregate reports.</li><li>- Performing QR of Safety reports i.e, PADER, DSUR, PBRER and DSURs.</li><li>- Managing QR Team for Safety reports and acting as a training lead for Safety Writing Team.</li><li>- Prepared and Performed QC of the trackers for RSI project.</li><li>- Performed Quality review of cases in Argus database for VOQR project. Created error-free reports and other outputs according to tightly defined specifications to ensure timely reporting of assigned job to program management.</li><li>- Participating in weekly meetings on a regular basis to understand the client's requirement for a particular program and ensure that the team meets or exceeds the targets in terms of quality, quantity within the scope of time constraints</li><li>- Responsible for reviewing the SOPs, job aids as per program specific requirements.</li><li>- Acting as a subject matter expert and helping the team members with day-to-day trouble shooting activities.</li><li>- Signal detection and risk management plan authoring or other assigned PV related activities for client's product(s), per the regulations and SOPs when required.</li><li>- Exhibiting a growing awareness of program strategy and thinking capability alongside independence.</li><li>- Reviewing and providing solutions for issues relating to program delivery or escalating appropriately to the Team Lead / Program Lead as required.</li><li>- Providing standards for gathering information for use in trend analysis.</li><li>- Involved in people development in partnership with PDG leads.</li><li>- Ensuring that all training (internal training and client training) are successfully completed in a timely manner.</li></ul> at Syneos Health