Peggy (Dee) Willmon

Assessed team workload capacity and redistributed tasks for timely, accurate customer support.

Coached staff in real-time and structured training to improve compliance and knowledge.

Applied de-escalation strategies to guide employees and customers, improving satisfaction outcomes.

Managed onboarding, quality audits, and process improvement projects, ensuring timely completion of all initiatives.

Conducted call monitoring and performance evaluations, identifying skill gaps and implementing targeted development plans.

Led the interview process and managed hiring for customer service representatives and team leads.

Ensured adherence to regulatory and compliance requirements across all team functions.

Streamlined workflows to enhance efficiency and minimize operational risk.

• Implemented process improvements to streamline team operations and enhance efficiency.
• Coordinated training sessions to improve staff skills and knowledge, fostering a culture of continuous learning.
• Managed scheduling to optimize shift coverage and maintain service quality.
• Oversaw daily operations, upholding service quality standards.
• Developed performance metrics to assess team productivity and effectiveness.
• Trained new staff on relevant processes and procedures.
• Conducted performance appraisals, delivering feedback and identifying improvement areas.
• Inspired team members by celebrating successes and fostering a supportive environment.

• Resolved customer complaints with empathy and effective strategies, improving overall customer experience.
• Enhanced customer satisfaction through knowledgeable, friendly service and timely support.
• Developed strong customer relationships, encouraging repeat business through exceptional service.
• Provided detailed information on products and services to improve customer satisfaction.
• Assisted customers with account inquiries and transaction issues to ensure prompt resolutions.
• Informed customers about billing procedures and processed payments efficiently.
• Diffused tense situations with professionalism, maintaining positive customer interactions under pressure.
• Utilized probing questions to determine service needs and accurately recorded information in electronic systems.