Patricia Neuman
Bridgeport,CT
Summary
Resourceful Manager offering a history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with a hardworking mentality to maintain the quality of services and products. Well-known for creating a positive workplace culture and high-performing teams. I am a results-oriented BPO professional with direct experience managing agents in a work-at-home environment and with companies such as Comcast, AT&T, and Carnival. Consistently achieve superior improvements to the bottom line via customer satisfaction and improved employee morale. QA inbound calls of Agents to improve white glove customer service for the health industry and various companies. A respected leader with a strong focus on developing superb customer service and one-call resolution; instilled a shared, enthusiastic commitment to attain corporate goals using positive reinforcement tactics. Proficient Server Trainer with top-notch leadership, planning, and multitasking abilities. Highly observant and proactive with a hardworking nature and controlled approach to managing high workloads in stressful environments. Adept at building relationships with employees and motivating each other to succeed. Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with an enthusiastic style and insightful approach. Motivated Trainer is eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 20 years of related experience and superior planning and time management abilities. Passionate Trainer with extensive knowledge of client programs and systems training and proven success working with Fortune 500 companies. Devoted to long-lasting and comprehensive results for every client. Trained in all aspects of online and brick-and-mortar learning techniques and Software usage. Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with an enthusiastic style and insightful approach.
Overview
29
29
years of professional experience
Work History
Lead New Hirer Trainer
Arise Virtual Solutions
02.1995 - Current
- Lead trainer for over 8 years
- Developed and delivered up-to-date training information on policy and procedure for clients
- Developed upskill classes
- Developed and implemented lesson plans and teaching aids
- Developed learner's resources
- Facilitated learning through virtual classroom instruction
- Implemented blend and apply and nesting
- Monitored live calls and recorded calls to provide feedback
- Maintained files and documents
- Hired, trained, and oriented new instructors.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
- Stayed current on industry trends and advancements, incorporating new techniques into existing training programs as needed.
- Improved employee performance by designing and implementing effective training programs.
- Provided one-on-one mentoring to help individuals reach their full potential.
- Oversaw online learning platforms, ensuring seamless user experiences for trainees at all levels.
- Contributed to retaining top talent by providing employees with resources and support necessary to excel in their roles.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Tracked attendance and evaluated progress for assigned trainees.
- Conducted need assessments to identify gaps in performance and develop targeted learning solutions.
Call Centre Manager
Arise Virtual Solutions
02.1995 - Current
- Weekly business reviews with client
- Responsible for crafting and implementing glide paths Agent performance improvement plans, smart plans, and real-time production metrics
- Evaluated calls, coached twenty-five supervisors, and analyzed fifty agents statistically.
- Facilitated training of supervisors and ongoing development
- Provided quality evaluations of chat responses
- Organized and maintained virtual strategic seating for sixty low-performers
- Serviced as assistant operation manager
- Created a positive customer service environment
- Set and ensure that service standards are met
- Resolved customer service-related issues
- Trained for new projects, ran nesting classes, and trained existing agents
- Trained and regularly mentored associates
- Supervised employees and assessed performances
- Developed process efficiencies to improve quality
- Formulated and implemented successful sales strategies
- Maintained client’s sales goals
- Review timesheets, payroll, and daily attendance of Call Center employees
- Practiced and enforced all security and safety procedures.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Senior Lead
AT&T
- Demonstrated knowledge of company mission and goals and mentored employees
- Coached team members in customer service techniques
- Planned, managed, and directed daily board operations
- Cross-trained and provided backup for customer service managers
- Led a team of 16 Cert PFs
- Facilitated training for associates
- Conducted training and mentored team members.
Customer Service Representative
Arise
- Maintained customer satisfaction
- Answered customer telephone calls promptly
- Offered advice and assistance to customers
- Recommended products to customers
- Regularly exceeded daily sales and product add-on quotas
- Took inbound calls for sales and customer service orders
- Placing orders for customers via websites as well as over the phone
- Promoted to Shop UK Lead Performance Facilitate
- Coached and managed a team of 25 customer service reps
- Monitored calls to improve customers’ experience and call quality
- Helped agents in Chat Rooms
- Assisted in training new customer service reps.
Education
No Degree -
Manhattanville College
Purchase, NY01.1980
Skills
- Works Customer Relationship Management Software (CRM)
- Personnel training and development
- Inter-department collaboration
- Talent Development
- Subject Matter Expert in utilizing Verint and Five9
- Setting and meeting performance targets
- Training and Mentoring staff
- Monitoring calls to improve quality
- Developing Incentives and bonuses
- Customer Service Management
- Recruiting
- Ensure quality, maintain equipment, aid customers, and training call center representatives
- Recording statistics and preparing reports
- Complaint Handling & Resolution
- In addition, I am computer-literate with a strong knowledge of Microsoft Office Suite (Excel, Word, Outlook, PowerPoint, and Access), VMWare, VDesk, Avaya, and Fast Path, and I am a quick learner of new software
- Empathic, friendly, and works well with various people
- Guest relations management
- Team member training
- Responsible for assigning tasks
- Motivating and disciplining employees and assessing performance
- Course Development
- Materials Preparation
- Online Instruction
- Program Management
- Student Engagement
Brick and Mortar
I also have experience with customer service and training in the fast food industry such as Toco Bell KFC and McDonald's
Timeline
Lead New Hirer Trainer
Arise Virtual Solutions
02.1995 - Current
Call Centre Manager
Arise Virtual Solutions
02.1995 - Current
Senior Lead
AT&T
Customer Service Representative
Arise
No Degree -
Manhattanville College
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