VERNISIA L WITHERSPOON

• Screen, hire and train potential employees on various roles for food truck operations
• Contact, consult, schedule and negotiate contracts for potential commercial clients
• Demonstrate strong customer service skills in all areas in order to lead by example for potential employees and deescalate potential issue with face-to-face customers.

• Supervised 12-16 customer contact reps engaged in answering 100-275 telephone and 456 email inquires daily
• These inquiries involved new service request, discontinuation of service, high bill complaints, emergency gas leaks and payment arrangements etc
• Performed performance appraisals, identify individual training and employee development needs, provide guidance, counseling and training to direct team members
• Held meetings with Manger to keep informed of team needs and coach as needed
• Followed proper disciplinary steps up to and leading to termination if needed
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs
• Interviewed, hired and trained new employees for production positions
• Introduced team contests and goals to enhance productivity and improve employee morale
• Developed training, task and process guidelines and communicated clear and concise directions to employees

Ensured 15 new hires employees are ready to take on assigned duties as independently as possible before leaving training environment. For initial period after training; monitor and observe to identify development needs and improvement required in performance.

Developed and conducted employee programs and activities to boost morale and relieve stress.

Kept direct supervisor informed of activities and situations that require attention

Conducted Keeping Skills Alive (KSA) Customer Service classes

Maintained process document for customer service to ensure accurate and up to date for employee use. Developed training materials for new processes and for skills training associated with new procedures.

Scheduled and taught in class and online courses to increase learning opportunities

Regularly monitored customer contact representatives for quality as it relates to service skills, efficient use of technology and adherence to company procedures for customer services.

Each month score three (5) calls per assigned work group to ensure quality standards are met.

Provided coaching and phone etiquette skills regarding to performance improvements.

Held meeting with new hires' supervisor and informed of significant performance issues that hinder exceptional service and other activities and situations that required attention.

Through all contact methods, handled 200-250 general inquiries calls and complaint from customers.

Applied knowledge and skills to interpret and explain account information, initiates appropriate orders from customers requesting service and performs corrective actions. Followed all customer service guidelines and process transactions

Consistently maintained 95% customer service satisfaction ratings through quality control.

Followed all customer service guidelines and process transactions

Took initiative, utilizes judgment and makes decisions to satisfy customers independently on first call resolution

Consistently maintained 95% customer service satisfaction ratings through quality control

Achieved high satisfaction rating through proactive one-call resolutions of customer issues