Customer service professional dedicated to effective team management and customer satisfaction.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Educational assistant
Fairfield City Schools
01.2024 - Current
Assisting with classroom instruction for special needs students
School bus afternoon assistant, assisted with keeping the children safe during the bus ride home
Assisted with learning activities
Trained in administering seizure medication.
Customer Service Supervisor
Fifth Third Bank
12.2010 - 12.2023
Onboarding new hires through weekly meetings and coaching sessions while in the nest by setting expectations, and recognizing progress to ensure a successful transition to the team
Manage team of multi skilled Phone agents, coach to achievement in core metrics and developed for advancement opportunities
Focused on engagement and team building success while modeling the way for core values and recognition
Hired agents, wrote and delivered annual and mid-year reviews, performance managed by issuing and delivering coaching and performance counseling documents
Reviewed timesheets for payroll accuracy.
Mid-Range Collections Account Manager
Alliance Data
01.2010 - 12.2010
Contacting customers and offering solutions for addressing delinquent credit card debt
I was a member of the Alliance Data Engagement council
We focused on creating an engaging team focused agent environment by reviewing processes and policies that impacted engagement and provided feedback to management to help improve the working environment
Maintained friendly and professional customer interactions
Met all customer call guidelines including service levels, handle time and productivity
Solved unresolved customer issues as a point of contact for escalated customer issues
Defused volatile customer situations calmly and courteously.
Call Center Manager
Great American Insurance
09.1992 - 06.2009
Accurately documented, researched and resolved customer service issues
Conducted performance reviews for all Customer Service Representatives to maximize resolution times and improve customer satisfaction
Analyzed call volume and average call time to calculate Customer Service Representative performance and productivity needs and expectations
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
Met all customer call center guidelines including service levels, handle time and productivity
Calculated and published metrics to measure the organization's success in delivering world class customer service
Resolution point of contact for unresolved customer issues
Strong leader of customer support staff
And facilitated inter-departmental communication to effectively provide customer support
Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
Maintained up-to-date knowledge of product and service changes
Scheduled staff shifts to meet forecasted volume and improve customer experience
Followed-up on all critical inter-departmental escalations to increase customer retention rates
Created the blended Phone unit and the email response team
Managed all aspects of the call center
Created service level expectations and mechanisms for measuring success
Creation of daily, weekly, and monthly reports to measure success and define clear organizational goals, and to test the feasibility of the set goals utilizing Avaya reporting
Founding member of the Great American Insurance Diversity and Inclusion Council and was Vice President of Public Relations for the Great American Speakers Toastmasters group in 2008.
Education
MBA - Business Management
University of Phoenix
Cincinnati, Ohio
01.2019
Bachelor of Arts - Business Management
University of Phoenix
Cincinnati, Ohio
01.2007
Associate of Applied Science - Business Management Technology
University of Cincinnati
Cincinnati, Ohio
01.2005
Skills
Microsoft Office Suite
Mentoring and Development of Direct Reports
Process Improvement
Driving Continuous improvement
Client Negotiations
Effective communication
Time Management
Strong leadership abilities
Identifying Best Practices
Effective problem solver
Customer-focused
Passion for coaching
Accomplishments
Horizon Award Winner in 2018 for strong consistent performance, modeling core values, and community service
Supervisor of the Quarter 1st quarter 2014 and 2nd quarter 2016 for having consistent top team metric performance.
Awarded Officership in June of 2016 for continuous demonstration of core values and community service along with consistent strong performance as a supervisor in the contact center.
Certification
Licensed Educational assistant for special education.
Timeline
Educational assistant
Fairfield City Schools
01.2024 - Current
Customer Service Supervisor
Fifth Third Bank
12.2010 - 12.2023
Mid-Range Collections Account Manager
Alliance Data
01.2010 - 12.2010
Call Center Manager
Great American Insurance
09.1992 - 06.2009
MBA - Business Management
University of Phoenix
Bachelor of Arts - Business Management
University of Phoenix
Associate of Applied Science - Business Management Technology
University of Cincinnati
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