Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Sierra Sciscio

Browns Mills,NEW JERSEY

Summary

Well organized and encouraging people leader, analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Contact Center Associate Director

S&S Activewear
10.2017 - Current
  • Oversee 85 Agents, three Supervisors, four Managers and eight contact center locations, from Canada, US, and Puerto Rico.
  • Successfully managed two separate phone system migrations over the last three years.
  • Assisted with two successful company acquisitions.
  • Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup. Implemented and maintained NPS score over 80% monthly since 2019.
  • Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques. Improving the Contact Center average inbound handle time from 7.5 minutes to 5.5 minutes.
  • Maintaining an abandonment rate of 5% or less per month.
  • Improved Contact Center Service levels from 71% to 80%
  • Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
  • Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
  • Streamlined workflow processes to maximize efficiency within the contact center operations.
  • Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
  • Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
  • Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
  • Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
  • Increased employee retention through effective coaching, mentoring, and professional development opportunities.
  • Implemented innovative technologies to enhance contact center performance and efficiency.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Program Manager

Occupational Training Center
06.2010 - 02.2017
  • Enhanced program effectiveness by implementing individualized goal-setting and progress tracking for participants.
  • Ensured a safe and inclusive environment by enforcing strict adherence to policies, procedures, and relevant regulations.
  • Reviewed and updated time and attendance system records.
  • Contributed to the successful accreditation of the program through diligent documentation and compliance efforts.
  • Proactively addressed challenges faced by participants with effective interventions tailored to individual needs.
  • Coordinated visitations and tours for program facility.
  • Optimized program budget allocation by closely monitoring expenses and identifying cost-saving opportunities.
  • Fostered an atmosphere of open communication among staff members, encouraging collaboration on best practices in service delivery.
  • Served as a strong advocate for both staff members'' professional development needs as well as participant rights within broader organizational discussions.
  • Collaborated with families, caregivers, and other support networks to provide holistic support for participants'' overall wellbeing.
  • Strengthened community relations by organizing events showcasing the talents and accomplishments of day program participants.
  • Supervised completion of required and designated program documents such as specific diet protocols, community participation reports and attendance or utilization reports.
  • Developed strong relationships with community partners to provide additional resources and opportunities for participants.
  • Handled coordination of daily activities and direct report assignments.
  • Increased participant satisfaction by creating diverse, engaging, and personalized daily activities.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.

Education

High School Diploma -

Pemberton Township High School
Pemberton, NJ
06.2006

Skills

  • Workforce Management
  • Compliance knowledge
  • Call Monitoring
  • Training Coordination
  • Team Leadership
  • Organizational Skills
  • Self Motivation
  • Time management abilities
  • Decision-Making
  • Team Collaboration
  • Effective Communication
  • Active Listening
  • Customer Relations
  • Problem-solving aptitude
  • Effective leader
  • Reliability
  • Adaptability
  • Professionalism
  • Performance Evaluation and Monitoring
  • Staff training/development
  • Interpersonal Skills
  • Team building
  • Strategic Planning
  • Relationship Building
  • Business Leadership
  • Management Team Building
  • Data Analysis
  • Data Management
  • KPI Tracking
  • Performance Evaluations
  • Payroll Administration and Timekeeping
  • Performance Improvements
  • Employee reviews

Certification

Certified in Change Management- 2022, Apogy

Timeline

Contact Center Associate Director

S&S Activewear
10.2017 - Current

Program Manager

Occupational Training Center
06.2010 - 02.2017

High School Diploma -

Pemberton Township High School

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Sierra Sciscio