Mary Sandra MacRae

• Prepare and present customer service skills to help team members more efficiently provide service to callers.
• Provided feedback through monthly Quality Assurance monitors and coaching whenever a case is returned to us as inaccurate
• Handled escalated calls from residents to ensure acceptable outcomes in a timely manner and within provided policy guidelines.
• Presented process and procedure changes as needed
• Worked with other city departments to ensure caller’s expectations are met as strongly as possible within given city parameters.
• Audited team performance and compliance with City Link and City-wide standards
• Collaborated with management to identify skill gaps and create targeted training initiatives.
• Developed comprehensive training programs for new hires, resulting in improved productivity and job satisfaction.
• Maintained updated records regarding trainee''s progress, attendance, and feedback to enhance the effectiveness of training programs.
• Monitored team performance metrics and adjusted training plans accordingly to maximize results.
• Facilitated open lines of communication between trainers/trainees by regularly holding focus groups which lead to improved learning experience.
• Streamlined onboarding process for new team members, reducing time-to-productivity ratio.
• Increased efficiency by actively managing time schedules and resources during both face-to-face and online training sessions.
• Provided ongoing coaching to team members, fostering a culture of continuous improvement and growth.
• Evaluated individual employee progress and provided constructive feedback for improvement.
• Revamped outdated training materials, ensuring content remained relevant and engaging for learners.
• Taught new team members correct procedures for all areas of operations.
• Developed and executed performance management programs to increase employee engagement and productivity.

Agent Support Representative

• Assisted call center staff of 20 with instruction for correct processes for more difficult calls.
• Worked with management to help standardize call structure within the call center.
• Addressed escalated customer concerns with diplomacy and tact, working towards mutually beneficial resolutions.
• Assisted management in implementing new training programs for representatives, resulting in improved performance metrics.

Contact call center representative

• Sought ways to improve processes and services provided.
• Provided one call point of contact to residents for city services.
• Logged and forwarded citizen concerns, compliments, and feedback for appropriate management level.
• Verified customer data through phone calls and emails.
• Collaborated with other team members and management to complete tasks.
• Educated clients on system features and benefits ultimately driving increased sales revenue.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Developed rapport with clients through active listening and empathetic responses, fostering trust and loyalty.
• Consistently met or exceeded performance goals for call quality, resolution time, and overall customer satisfaction.
• Managed high-volume inbound calls, documenting urgent matters for immediate attention.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Reviewed all curricula used for eight courses, to ensure that all corporate and franchise requirements were met
• Handled all escalated situations/met with staff and parents to address individual questions concerning student progress, testing and effective use of student/staff tutoring time
• Recruited students and staff for the center, maintained full-time staff of four, tutoring staff of twelve – fifteen teachers and student base average of 110 students per week
• Evaluated and reviewed full and part-time staff to ensure that appropriate teaching and disciplinary methods were incorporated effectively in tutoring sessions
• Collaborated with owners to ensure responsible use of funding on a monthly, quarterly and annual basis.

• Sold Pepsi Cola Products to customers from a daily call list of 125 customers
• Ensured that customers had sufficient product to meet their business needs
• Resolved any concerns that customers had concerning product, services or business needs
• Maintained account profile information and updated on a regular basis as needed
• Introduced new product to customers and encouraged them to include it in their order, by showing the benefits to their bottom line and to customer loyalty.
• Achieved monthly sales goals by promoting product benefits and enrolling new clients.
• Increased sales by offering advice on purchases and promoting additional products.

• Managed a staff of thirteen employees in a call center handling approximately three hundred calls per day
• Responded to customer concerns regarding the adjustable bed frames made and warranted by Leggett & Platt Inc
• Assembled preliminary documents and procedures for in-depth training manuals
• Monitored incoming queue calls for accuracy of information provided, level of customer service skills used and response from the customer
• Provided feedback to staff for their education and enhancement of their job skills, resulting in one call resolution with fewer escalated calls being logged
• Handled escalated calls from customers
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.

• Monitored women’s apparel customer service phone reps
• Trained new customer service representatives
• Created weekly department statistical reports for upper management Responsible for updating and enhancing the training manual
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.

• Reviewed all curricula used for Grades One – Twelve, to ensure that all state and federal education guidelines were met.
• Handled all escalated situations/met with staff and parents to address individual questions concerning student progress, testing and effective use of student/staff teaching time
• Recruited students for the school – maintained a teaching / support staff of fifteen and a student body of sixty five, the maximum capacity for the facility.
• Managed and evaluated staff to ensure that appropriate teaching and disciplinary methods were incorporated effectively in the classroom.
• Hired and directed teams to achieve daily and long-term operations and business goals.
• Worked closely with organizational leadership and board of directors to strategically affect operational direction.