Jean Worshek
Omaha,NE
Summary
Accomplished in elevating customer service standards at Alorica, I leveraged team leadership and problem-solving skills to mentor staff and streamline operations, achieving a notable increase in customer satisfaction. Expert in performance management and conflict resolution, my strategies fostered employee development and enhanced operational efficiency.
Overview
12
12
years of professional experience
Work History
Supervisor Customer Service I
Fiserv
10.2022 - Current
- Oversaw daily operations to ensure seamless workflow and productivity.
- Improved team performance by implementing structured training sessions.
- Managed scheduling and task assignments for consistent project delivery.
- Enhanced team collaboration with effective communication strategies.
- Coordinated resources to meet project deadlines efficiently.
- Provided mentorship and guidance, fostering professional growth in team members.
- Developed action plans to address performance gaps and improve outcomes.
- Facilitated team meetings for sharing updates and discussing challenges.
- Conducted performance evaluations for identifying areas of improvement.
- Motivated team members to achieve high levels of performance and morale.
- Supervised implementation of new software, enhancing operational capabilities.
- Monitored KPIs to ensure alignment with organizational goals.
- Mentored new staff members in their career development, sharing knowledge from years of experience in the field.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Customer Service Representative II
Fiserv
08.2021 - 10.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Identified and resolved discrepancies and errors in customer accounts.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Successfully completed the Associate Development Leadership Development Program (ALDP) cycle 7.
- Tested pilot implementation of Client360 for Bank Services and Credit Servicing.
- Reported discrepancies and tracked progress towards remedies during implementation of Client360 Bank Services and Credit Servicing.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Senior Customer Service Supervisor
Alorica
10.2017 - 04.2019
- Monitored customer feedback to identify areas of improvement in customer experience.
- Mentored junior supervisors and provided guidance on effective management techniques, fostering professional growth among staff members.
- Coordinated cross-functional efforts to resolve complex customer problems, resulting in faster case resolutions and increased satisfaction levels.
- Created comprehensive reports on team performance, highlighting areas for improvement and recommending actionable solutions.
- Managed a team of customer service representatives, ensuring timely resolution of client inquiries and issues.
- Led monthly meetings with the team, discussing performance metrics and setting goals for continuous improvement.
- Continuously updated team members on company policy changes and industry trends, ensuring their knowledge remained current and relevant.
- Developed and implemented training programs for staff, improving overall performance and productivity.
- Collaborated with other departments to streamline processes, enhancing customer experience and reducing response times.
- Conducted regular evaluations of individual staff members'' work performance, providing constructive feedback to ensure continued growth and development within their roles.
Skill Specialist
Alorica
10.2013 - 10.2018
- Provided specialized support to enhance team efficiency and project outcomes.
- Collaborated with colleagues to ensure alignment with organizational goals.
- Enhanced project success by applying specialized knowledge in key areas.
- Delivered targeted solutions for addressing complex challenges.
- Trained new team members to ensure consistency in service delivery.
- Implemented best practices to improve operational efficiency.
- Monitored progress of ongoing projects to ensure timely delivery.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Improved team collaboration by initiating regular strategy meetings.
- Developed training materials to enhance staff proficiency and productivity.
Customer Service Representative
Alorica
10.2012 - 10.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Bachelor of Arts - International Studies
University of Nebraska At Omaha
Omaha, NE06-2004
Skills
- Team leadership
- Performance management
- Conflict resolution
- Training coordination
- Staff supervision
- Quality assurance
- Schedule coordination
- Problem solving
Timeline
Supervisor Customer Service I
Fiserv
10.2022 - Current
Customer Service Representative II
Fiserv
08.2021 - 10.2022
Senior Customer Service Supervisor
Alorica
10.2017 - 04.2019
Skill Specialist
Alorica
10.2013 - 10.2018
Customer Service Representative
Alorica
10.2012 - 10.2013
Bachelor of Arts - International Studies
University of Nebraska At Omaha
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