Ericka Lopez

• Developed and implemented customer service strategies to enhance client satisfaction and retention
• Led training programs for new staff, fostering knowledge of best practices in customer care
• Analyzed performance metrics to identify areas for process improvement and operational efficiency
• Coordinated cross-functional teams to resolve complex customer issues, ensuring timely solutions
• Increased employee retention through effective coaching, mentoring, and professional development opportunities.
• Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
• Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
• · Responsible for real time monitoring of inbound contact calls to monitor agents/supervisory STAFF performance and maximizing result and agent's productivity.

• Supervised daily operations, ensuring adherence to quality standards and service level agreements.
• Trained and mentored team members, enhancing performance and customer service skills.
• Implemented process improvements, increasing efficiency in call handling and issue resolution.
• Analyzed performance metrics, identifying areas for development and training opportunities.

• Leading and developing a team of 10+ agents, upholding Peckham's policies, procedures, and values, tracking attendance/scheduling adherence, coaching team members on areas of improvement and offering feedback, and assisting with disciplinary action when needed

• Collaborated with management to establish strategic goals for team performance improvement.
• Conducted regular team meetings to communicate updates, gather feedback, and promote engagement.
• Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.