Jean Ruehling
Fort Wayne,IN
Summary
Results-oriented leader with a history of driving performance. Consistently developed superior customer satisfaction and sales results by creatively developing and implementing corporate projects, incentives, service enhancements and cost savings. High level of personal integrity and impeccable business ethics. Professional background in multiple disciplines including call center operations and banking and finance. Comfortable in fast-paced environments requiring detailed, focused decision-making and tracking. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care and Support
Hyatt
12.2022 - Current
- Collaborated with colleagues to develop and implement targeted strategies for addressing behavioral issues in at-risk youth.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Enhanced company reputation through excellent customer service and professional demeanor.
- Managed high call volumes with exceptional time management and multitasking skills.
- Reduced customer complaints by providing timely solutions to issues.
- Trained new employees in company procedures, ensuring consistent quality of customer care.
- Collaborated with team members to meet departmental goals and improve overall performance.
- Handled difficult situations calmly, maintaining professionalism at all times.
- Provided outstanding support during peak periods, ensuring all customers received prompt attention.
- Consistently met or exceeded performance metrics, contributing to the success of the department as a whole.
- Actively participated in weekly meetings and provided valuable input towards improving overall operations.
- Communicated with customers to identify needs and expectations.
- Took ownership of customers issues to follow problems through to resolution.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Quality Assurance Auditor/Google
Randstad USA
09.2021 - 08.2022
- Partnering with my manager I cross-trained on audit process
- Review process followed in recruiting talent for Google
- Educated and oriented employees to improve compliance with quality control protocols.
- Collaborate with team members to assist in creating a framework for the audit process
- Compile weekly summary of audits to identify possible trends and submit to leadership.
- Enhanced product quality by conducting thorough audits and identifying areas for improvement.
- Streamlined audit processes for increased efficiency and reduced errors in quality assurance procedures.
- Implemented corrective actions to address discrepancies found during audits, resulting in improved overall performance.
- Collaborated with cross-functional teams to develop comprehensive quality assurance strategies and standards.
- Trained new auditors on company policies and best practices, enhancing their ability to perform accurate audits.
- Developed and maintained detailed audit reports, allowing management to make informed decisions regarding product quality.
- Provided valuable input during product design reviews to ensure alignment with quality requirements from the outset.
- Actively collaborated with research and development teams during new product development, ensuring quality considerations were thoroughly integrated into the design process.
Supervisor Offline Customer Support
Charter Communications Inc.
01.2020 - 09.2021
- Responsible for maintaining and managing a team of 13-16 agents
- Duties include reviewing work completed by agents to ensure processes were followed
- The tracking of attendance along with weekly coaching to improve performance and ensure understanding of expected tasks
- Other responsibilities include: Call monitoring to ensure the best possible customer experience
- Ongoing reviewing and updating of current processes to ensure all business needs are met
- Weekly 1x1 review of agent performance and individualized goal tracking update
- Interviewing potential candidates.
Supervisor of Mobile Activation
Charter Communications Inc.
01.2019 - 01.2020
- Oversees the first in-house MAC team for Charter including provisioning services for Residential mobile telephone customers supporting post sale activities including configuring requirements for mobile voice services and tasks ranging from validation to complete phone activation
- Quality monitor team of 12-18 agents to ensure all processes and procedures are followed in accordance with company guidelines
- Ensure compliance with all federal and local guidelines around porting guaranteeing no break in the process resulting in activation and a positive experience
- Proficient and detailed knowledge of the telephony operations and networks as well as experience in building implementing and troubleshooting call features, LNP, and an in-depth knowledge of Local Exchange Routing Guide
- Team liaison who partnered with multiple departments in resolving concerns outside the telephony requests while maintaining customer excellence.
Supervisor of Sales Support
Charter Communications Inc.
01.2017 - 01.2019
- Lead Residential Sales Support centers across markets ensuring seamless service delivery for direct sales, retail stores and online through fulfilling customer orders in LBHN centers
- Fortify our business objectives improving the customer experience by providing service excellence resulting in an AHT reduction of 10% during my first 6-months
- Steers performance through managing effectiveness and competencies of the Sales Support team including sales order fallout, order entry and root cause analysis to identify trends and drivers
- Manage past pending reschedules, escalation mailbox to support and track volume for LBHN reporting trends to the Director of Sales Support
- Launched a local QA process utilized by all centers in lieu of an external quality team
- Effectively manage staffing needs including workforce management, staffing and personnel actions
- Directed development of team and individual action plans
- Provided monthly reports for the Director and local manager.
Supervisor of Billing Operations
Charter Communications Inc.
01.2016 - 01.2017
- Core responsibilities include identifying opportunities for improvement, development of staff and implementing action plans for success while boosting employee engagement to retain talent and reduce turnover
- Train hiring management on effective interviewing techniques and leadership development
- Drove continuous process improvements and led initiatives designed to enhance Customer Care efficiencies, effectiveness and customer satisfaction including changing how we managed dependability resulting in a decrease of averaging over 5% in unplanned/unpaid time the first year
- Successful achievement of all KPI's and regulatory standards
- Championed a variety of employee centric incentives to drive products, increase revenue and increase employee participation and morale.
Lead in Corporate Escalations
Bright House Network
01.2013 - 01.2016
- Guided day-to-day general operations in the call centers with oversight of an 18- 24-person team serving over 25,000,000 subscribers in 41 states
- Facilitated interactions between departments and senior management documenting actions and processes improvement to prevent repeat breaks in customer experience or processes
- Provided swift resolution to corporate and government complaints
- Spearheaded successful pilot program controlling allowed wrap-up time for call center resulting in an average decrease of 20 seconds in the call centers average handle time and positively impacted cost per call saving
- Resolved escalated customer issues by implementing effective problem-solving strategies and providing efficient solutions.
- Improved team performance by developing and conducting comprehensive training programs focused on escalation management.
- Led the coordination of individual key initiatives and implemented training and quality assurance from concept to post training evaluation.
- Enhanced internal communication between departments, fostering better collaboration in resolving complex cases.
- Managed high-stress situations with a calm demeanor, prioritizing customer concerns and ensuring timely resolutions.
- Collaborated with cross-functional teams to address systemic issues that led to recurring escalations, resulting in long-term improvements.
Lead, Mid-Atlantic Finance Corporation
01.2012 - 01.2013
- Managed multiple functions including support, administrative and quality assurance
- Maintained Corporate level accounts with a measurable level of revenue to be maintained
- Provided comprehensive reporting to Management to ensure quality levels were met
- Maintain communication with all assigned accounts and provided customer services.
Education
Business Management -
Purdue University
Ft. Wayne, IndianaSkills
- Process Improvement
- Quality Auditing
- Team Development
- Quality Assurance
- Project Management
- Hiring and Recruitment
- Coaching and Development
- Organizational Skill Coach
Leadership Training And Certification
- Managing the Performance of Others
- Mission Driven Interviewing
- Getting Results
Certification
- New Hire Training Professional. Charter Communications
- Customer Care Professional Training. Charter Communications
- Training completion of Customer Escalation/Resolution Professional
Timeline
Customer Care and Support
Hyatt
12.2022 - Current
Quality Assurance Auditor/Google
Randstad USA
09.2021 - 08.2022
Supervisor Offline Customer Support
Charter Communications Inc.
01.2020 - 09.2021
Supervisor of Mobile Activation
Charter Communications Inc.
01.2019 - 01.2020
Supervisor of Sales Support
Charter Communications Inc.
01.2017 - 01.2019
Supervisor of Billing Operations
Charter Communications Inc.
01.2016 - 01.2017
Lead in Corporate Escalations
Bright House Network
01.2013 - 01.2016
Lead, Mid-Atlantic Finance Corporation
01.2012 - 01.2013
Business Management -
Purdue University