Reina Finegan

Got laid off during covid and decided to homeschool my two kids. Both kids are back to in person learning and I am ready to re-enter the work force.

• Managed daily operations of contact center, ensuring efficient workflow and high service quality.
• Trained and mentored team members on customer service best practices and company policies.
• Analyzed call metrics to identify trends and optimize staffing levels for peak performance.
• Developed training materials to support onboarding of new staff and ongoing employee development.
• Conducted regular performance evaluations to provide constructive feedback and set development goals.
• Utilized CRM systems to track interactions, streamline communications, and enhance customer relationships.
• Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
• Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
• Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
• Used Google business apps to track employee timecards and submit payroll.

• Facilitated training sessions for new employees, enhancing onboarding experience and knowledge retention.
• Monitored team performance metrics, providing feedback to enhance individual contributions.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Worked different stations to provide optimal coverage and meet production goals.
• Collected, arranged, and input information into database system.
• Maintained database systems to track and analyze operational data.

• Managed high-volume inbound calls, ensuring prompt customer service and issue resolution.
• Utilized CRM software to track interactions and maintain accurate customer records.
• Trained new representatives on call handling techniques and company policies.
• Resolved customer complaints efficiently, maintaining a positive company image and fostering loyalty.
• Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
• Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
• Managed high call volume while remaining focused on delivering excellent customer experiences.
• Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
• Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
• Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.