Jennifer Chupashko
Towson,MD
Summary
Dynamic professional with extensive experience in call center management at GENPACT LLC, excelling in process improvement and strategic planning. Proven track record in enhancing customer retention and implementing AI solutions, while fostering team collaboration and effective communication. Adept at driving performance metrics and achieving significant reductions in escalated call volume.
Overview
12
12
years of professional experience
Work History
Assistant Manager (Retirement Call Center, TRP/FIS Contract)
GENPACT LLC
Towson, USA
11.2019 - Current
- Monitored and analyzed call center performance metrics such as SLA, CSAT, NPS, and AHT for team of 12-18 members to maintain superior service delivery.
- Design and apply customer service leadership strategies that uphold full compliance with retirement industry regulations and corporate policies.
- Evaluate hiring trends and apply process mapping to pinpoint and implement workflow enhancements within onboarding and training lifecycle.
- collaborate as subject matter expert with technical team to drive AI implementation launching AI agent assist tool to streamline resource navigation and optimize AHT.
- Tackle and de-escalate complex customer issues through proficient escalation management leveraging strategic problem-solving to maintain elevated retention rates.
Fraud Analyst
BANK OF AMERICA
Towson, USA
01.2019 - 10.2019
- Coordinated high-volume service operations handling 80+ daily calls and conducting escalation management employing active listening and probing inquiries.
- Leveraged CRM administration expertise to generate, oversee, and conclude fraud submission cases while guaranteeing timely resolution of all disputes.
- Compiled in-depth reports to verify sophisticated transactions and counter fraud triggers, protecting both customer and company assets.
- Detected and reported fraudulent activity through analytical skills in identifying irregular caller patterns during service operations.
Supervisor (Call Center)
GROUPON
Towson, USA
01.2015 - 10.2018
- Evaluated and improved omnichannel retail metrics across phone (SLA AHT), chat (FRT ART), and email (FRT resolution time) to maximize productivity.
- Designed and executed change management initiative for de-escalation that achieved 30% decrease in overall escalated call volume.
- Onboarded, developed, and guided diverse support staff to ensure alignment of individual KPIs with corporate strategic initiatives and departmental growth targets.
- Facilitated collaboration with external recruitment agencies and local colleges to optimize talent acquisition and scale service operations for customer support team.
Skills
- Process improvement
- Call center management
- Strategic Planning
- Change Management
- Service Operations
- Performance Management
- Workforce Management
- AI Implementation
- CRM Administration
- Process Mapping
- Escalation Management
- Customer Relationship Management
- First Call Resolution (FCR)
- Conflict Management
- Customer retention
- Call Center Analytics
- Service Level Agreements (SLA)
- KPI Improvement
- Average Handling Time (AHT)
- Quality Assurance
- Effective communication
- Team building
- Meeting facilitation
- Performance reviewing
- Customer service
- Schedule oversight
- Process improvement strategies
Timeline
Assistant Manager (Retirement Call Center, TRP/FIS Contract)
GENPACT LLC
11.2019 - Current
Fraud Analyst
BANK OF AMERICA
01.2019 - 10.2019
Supervisor (Call Center)
GROUPON
01.2015 - 10.2018