Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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NATALIE WARD

NATALIE WARD

Port St. Lucie,FL

Summary

Experienced customer service specialist leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.

Overview

12
12
years of professional experience

Work History

Supervisor

Teleperformance
Port St. Lucie, FL
05.2016 - Current
  • Maintained clean, well-organized production areas to avoid clean desk violations
  • Boosted group production month to month goals by devising and deploying improved SMART approach
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency
  • Organize workflows to meet any daily demand
  • Evaluated employee performance monthly
  • Coached and trained accordingly, increasing quality of work and employee retention
  • Set overall vision and provided team leadership
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs
  • Introduced team contests and goals to enhance productivity and improve employee morale
  • Interviewed and hired new employees for the customer service agent position
  • Provided coaching and counseling to employees to encourage professional growth as well as meet short- and long-term goals
  • Hold a weekly team meeting to keep agents up to date on any changes in policies and procedures
  • Work with agents to ensure they adhere to policies for attendance, established procedures and taking corrective actions if necessary
  • Manage a team of 14-16 agents.

Facility Representative

Logisticare
Long Island City, NY
11.2012 - 06.2015
  • Worked with facility social service staff to resolve patient transportation problems, improve operations and provide exceptional customer service
  • Led special project team in delivery of seasonal project requiring close cooperation among members to share information and develop solutions to meet broad array of deliverables
  • Worked with patients to understand requirements for transportation and provide exceptional customer service
  • Managed prescheduled patient trips in LCAD
  • Resolved conflicts and negotiated agreements between facility representative and transportation company in order to reach win-win solutions to disagreements and clarify misunderstandings
  • Prompted the facility social worker to coordinate with the patients to get complete updated lists of patient addresses to accurately update LogistiCare's database for the new provider
  • Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival.

Education

Bachelor of Science - Human Services

Southern New Hampshire University
05.2021

Associate of Arts - Office Sciences

New York Career Institute
05.2003

Skills

  • Leadership
  • Priority management
  • Training and development
  • Training and mentoring
  • Staff Management
  • Operations management
  • Conflict resolution
  • Product organization
  • Customer service
  • Senior leadership support
  • Operations Management
  • Data Analytics
  • Process Improvement
  • Schedule development
  • Strategic Planning

Personal Information

Title: Customer Service Supervisor

Timeline

Supervisor

Teleperformance
05.2016 - Current

Facility Representative

Logisticare
11.2012 - 06.2015

Bachelor of Science - Human Services

Southern New Hampshire University

Associate of Arts - Office Sciences

New York Career Institute

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NATALIE WARD