Elizabeth Christopher
Knoxville,TN
Summary
Astute Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Looking for opportunity to interact with customers and putting those skills back into use. Motivated to earn my Insurance License.
Overview
10
10
years of professional experience
1
1
Certificate
2
2
year of post-secondary education
Work History
Recruiting Manager
DialAmerica Marketing
KNOXVILLE, TN
12.2017 - 05.2022
- Created and implemented forward-thinking initiatives to improve employee engagement.
- Facilitated communication and coordination between recruiting staff and management by implementing weekly meeting between all departments.
- Managed ongoing training and quarterly goals for all recruiting staff members, allowing Knoxville's recruiting department from scoring 1.00 with incubation attrition to 3.5 while also raising site start goals from 1.00 to 4.0 in just two quarters, taking Knoxville's recruiting team from lowest
- in DialAmerica to number 6 of 17 sites.
- Elevated team performance via strategic planning and coaching in areas of prospecting, sales and value-added presentations
Operations Manager - Trainer
DialAmerica Marketing
Knoxville, Tennessee
12.2017 - 05.2022
- 12/2017 - 3/2017 - Phone sales agent on Sirius XM campaign
- 3/2017 - 2/2022 - Promoted to Corporate Training position. Trained new hires for Norton Lifelock and Learning Care Group programs.
- 2/2020 - 7/2021 - Promoted to Operations Team Lead on Norton Lifelock program. In April 2020, began managing program of 5 staff members and 48 agents.
- 7/2021 - 5/2022 - Promoted to Recruiting and Retention Manager position. Responsible for all hiring decisions and keeping team up to date on latest compliance policies.
- Instrumental in launching Norton Lifelock program. Established development of Norton Lifelock's training program for corporation. Successfully accomplished through collaboration with account representatives and program management. Knoxville's DialAmerica's training program became official training program across all DIalAmerica sites.
- Our Knoxville Norton Lifelock team won Presidential award in 2019 for being one of 5 most successful launches for company between 2018 and 2019.
Financial Aid Phone Counselor
Edfinancial Services
KNOXVILLE, TN
06.2017 - 12.2017
- Provided financial aid counseling to enrolled and prospective students.
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
- Expert in handling customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Managed over 80 customer calls per day, while maintaining best customer service experience, leading to increased customer satisfaction scores on surveys.
- Maintained excellent attendance record, consistently arriving to work on time
- Used Microsoft Word and other software tools to create documents and other communications
Customer Service Specialist
Sitel
KNOXVILLE, TN
05.2016 - 02.2017
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 82 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
Education
No Degree - History
American Public University System
Charles Town, WV 2021 - Current
Skills
- Staffing Strategy
- Negotiation Tactics
- Performance Monitoring and Evaluation
- Problem Anticipation and Resolution
- Training Program Design
- New Employee Training
- Remote work experience
- Issue and Complaint Resolution
- Experienced utilizing multiple computer systems while continuing to focus on customer's experience
- Efficient and Detail-Oriented1
- Microsoft Office 365
- Effective Customer Communication
Accomplishments
- Facilitated weekly STAR team, in the development of new ways to recruit top talent leading us form #17 to #6 in company site ranking my first quarter as manager..
- Part of Knoxville's DialAmerica's NortonLifelock team which won the Presidential award in 2019 as one of 5 most successful launches for company.
- Created NortonLifelock's training program through successful collaboration with account representatives and program management.
Additional Information
Gaps in employment: In 2007, I sold my business to be a stay at home mother for my three children. In 2016, I reentered the workforce. My family is supportive of my work, understanding that I will likely will have to work evenings, weekends and holidays.
Certification
- Certification for Property and Casualty Insurance earned in May 2022- Training - Good until July 3, 2022
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Enterprise Dream Team winner for Top Team Lead in company out of 147 candidates
Each quarter DIalAmerica Marketing awards management who excel in their department roles. The 3rd quarter FY 2020 I received the Dream Team Award for being the top Team Leader/Program manager in the company out of 147 other Team leader and/or program managers.
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
No Degree - History
American Public University System
2021 - Current
Recruiting Manager
DialAmerica Marketing
12.2017 - 05.2022
Operations Manager - Trainer
DialAmerica Marketing
12.2017 - 05.2022
Financial Aid Phone Counselor
Edfinancial Services
06.2017 - 12.2017
Customer Service Specialist
Sitel
05.2016 - 02.2017
Enterprise Dream Team winner for Top Team Lead in company out of 147 candidates
Each quarter DIalAmerica Marketing awards management who excel in their department roles. The 3rd quarter FY 2020 I received the Dream Team Award for being the top Team Leader/Program manager in the company out of 147 other Team leader and/or program managers.
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