Gina Inserra
Customer Care Leader
Homewood,IL
Summary
Energetic and empathetic leader with a strong focus on delivering exceptional customer experiences. Skilled in mentoring team members to deliver "white glove" service and building team morale through effective communication and positive performance feedback. Committed to driving customer satisfaction and enhancing service quality. Looking to transition into a new company where these skills can be effectively utilized.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Customer Care Manager
First Advantage
Atlanta, GA (Remote)
12.2007 - 01.2025
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up existing clients.
- Facilitated open communication between team members promoting a supportive work environment that encouraged collaboration, innovation, engagement and increased productivity.
- Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals in multiple channels.
- Monitored daily department contact volume for Calls (400 daily average), Chat (300 daily average), and Email (200 daily average) to optimize client Service Level, maintain agent adherence, and to move agents to different channels as needed.
- Created agent schedules (47 agents) with breaks and lunches that enhanced agent availability and increased service levels.
- Conducted performance evaluations and provided feedback to help employees grow and succeed.
- Interviewed candidates for Customer Care positions.
- Identified skill gaps to recommend relevant training courses for employee development.
- Successfully (multi-tasked) executed various assignments adhering to set deadlines with precision.
- Managed a high-performing escalation team and Level 2 team simultaneously.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Managed Supervisors and agents from the United States, India, and Philippines. Adapted and learned different work cultures and business protocols.
- Conducted One to One meetings and Team Meetings (3 Supervisor direct reports).
- Managed 17 agents and Supervisors simultaneously for 3 month period.
- Yearly, wrote performance reviews for direct reports with comments and ratings.
- When there were Reduction In Force(s) I led the conversations with the employees; HR attended as well.
- Helped coordinate and create Customer Service Week activities yearly.
- Joined internal mentoring program, mentored a team leader from India interested in leadership progression.
- Created SMART goals for agents to help them improve their metrics / KPI's and created SMART goals for Supervisors to help improve effective communication with their agents.
- Created many engagement activities for agents to build morale.
- Attended client meetings for FedEx and UPS with the Customer Success Director's.
- Created and conducted a Leadership Workshop for agents interested in leadership; hot topics discussed were Emotional Intelligence, DISC bird types, conflict resolution, resolving escalations, diversity and inclusion.
- Created documents on how to interact with clients and candidates to receive higher scoring CSAT surveys.
Customer Care Supervisor
First Advantage
Atlanta, GA (Remote)
10.2021 - 04.2023
- Established clear performance expectations, resulting in improved agent accountability and consistency in service delivery.
- Conducted quality assurance on agent calls to ensure adherence to company standards and policies.
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
- Created Nesting Standard Operating Procedures, recruited Subject Matter Experts, and scheduled Nesting classes.
- Attended SOAR training and learned DISC assessment bird styles, certified in 2021.
Customer Care Team Lead
First Advantage
Atlanta, GA (Remote)
04.2019 - 10.2021
- Analyzed performance metrics/KPI's to identify areas for improvement and implemented necessary changes. (15-20 agents)
- Held regular team meetings to discuss goals, challenges, and best practices for continued success.
- Monitored call center metrics to keep track of individual and team performance against set targets.
Customer Care Agent
First Advantage
Bolingbrook, IL (In Office)
12.2007 - 04.2019
- Handled inbound calls for the National Scheduling Center department. (30 calls average daily)
- Resolved escalated calls to reduce complaints and foster client loyalty.
- Trained new hires on company policies and procedures.
Education
Some College (No Degree) - Early Childhood Education
Joliet Junior College
Joliet, IL 06.2000 - 05.2002
Skills
Team building/Team Leadership
Quality control
Adaptability and flexibility
Self motivation
Multitasking
Time management
Customer experience improvement
Escalation management
Report preparation
Training and mentoring
Delegation and supervision
Team building/Team Leadership
Certification
SOAR Training (Strengths, Opportunities, Aspirations, and Results)
Timeline
Customer Care Supervisor
First Advantage
10.2021 - 04.2023
SOAR Training (Strengths, Opportunities, Aspirations, and Results)
01-2021
Customer Care Team Lead
First Advantage
04.2019 - 10.2021
Customer Care Manager
First Advantage
12.2007 - 01.2025
Customer Care Agent
First Advantage
12.2007 - 04.2019
Some College (No Degree) - Early Childhood Education
Joliet Junior College
06.2000 - 05.2002