Tory Joe
Newark,NJ
Summary
Experienced in leading and directing call center operations with more than 50 employees. Disciplined manager with 16 years of Customer Service experience.
Overview
16
16
years of professional experience
Work History
Call Center Manager
Delta Dental Of New Jersey
PARSIPPANY, NJ
02.2020 - 10.2023
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
Customer Service Supervisor
Delta Dental Of New Jersey & Connecticut
PARSIPPANY, NJ
11.2019 - 02.2020
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Supervisor- Customer Service
Cablevision
Newark
02.2013 - 05.2019
- Provide support for call center representatives in rectifying customer inquiries
- Responsible for addressing escalated corporate complaints from customers
- Served as a proxy supervisor for a supervisor who was out on leave
- Coach representatives on QOSD guidelines
- Assist the training staff with supervising nesting classes for over sixty new hires
- Process employee time cards and vacation request via ADP system
- Monitor team performance and give feedback on a monthly basic thru monthly reviews
- Provide customer service billing support including, but not limited to: explaining billing statements, taking customer’s payments for service, handling collection issues, pro-rates, issuing credits, handling changes of service, confirming appointments
- Reporting to senior management personnel when needed.
Team Lead/Mentor- Customer Service
Cablevision
Newark
08.2009 - 01.2013
- Provide support for call center representatives in rectifying customer inquiries
- Responsible for addressing escalated corporate complaints from customers
- Served as a proxy supervisor for a supervisor who was out on leave
- Coach representatives on QOSD guidelines
- Assist the training staff with supervising nesting classes for over sixty new hires
- Process employee time cards and vacation request via ADP system
- Monitor team performance and give feedback on a monthly basic thru monthly reviews
- Provide customer service billing support including, but not limited to: explaining billing statements, taking customer’s payments for service, handling collection issues, pro-rates, issuing credits, handling changes of service, confirming appointments
- Reporting to senior management personnel when needed.
Customer Relations Coordinator
Cablevision
Newark
10.2007 - 07.2009
- Provide support for call center representatives in rectifying customer inquiries
- Responsible for addressing escalated corporate complaints from customers
- Served as a proxy supervisor for a supervisor who was out on leave
- Coach representatives on QOSD guidelines
- Assist the training staff with supervising nesting classes for over sixty new hires
- Process employee time cards and vacation request via ADP system
- Monitor team performance and give feedback on a monthly basic thru monthly reviews
- Provide customer service billing support including, but not limited to: explaining billing statements, taking customer’s payments for service, handling collection issues, pro-rates, issuing credits, handling changes of service, confirming appointments
- Reporting to senior management personnel when needed.
Education
Bachelor of Arts in Political Science -
Richard Stockton College of NJ
Pomona, NJ 09.2022 - 12.2006
Skills
ExcelWordPowerPoint (Microsoft office suite)
Communication
Decision-making
PatientThe ability to lead and motivate othersSchedule Coordination
Strategic planning
Employee engagement
Performance improvements
Timeline
Bachelor of Arts in Political Science -
Richard Stockton College of NJ
09.2022 - 12.2006
Call Center Manager
Delta Dental Of New Jersey
02.2020 - 10.2023
Customer Service Supervisor
Delta Dental Of New Jersey & Connecticut
11.2019 - 02.2020
Supervisor- Customer Service
Cablevision
02.2013 - 05.2019
Team Lead/Mentor- Customer Service
Cablevision
08.2009 - 01.2013
Customer Relations Coordinator
Cablevision
10.2007 - 07.2009