Wendy Cancilla
Erie,PA
Summary
More than 24 years in customer service management with recognized strengths in collaboration, leadership, team motivation, and staff support. Quick leader with a strong drive to continue learning independently. Ability to successfully handle a large volume of detailed work with accuracy and efficiency. Natural leader experienced in driving great team successes by coaching and motivating team members to increase operational efficiency, and customer satisfaction. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
16
16
years of professional experience
Work History
Customer Care Supervisor
Erie Insurance
Erie, PA
02.2019 - Current
- Coaches and develops 15 or more Customer Advocates to ensure metrics standards are met monthly
- Developed new employees and on-going performance assessment of current employees.
- Works as established liaison between Customer Care Department and Workforce Management group to ensure service levels are met
- Collaborates and works on special projects as assigned
Training Delivery Specialist I & II
Erie Insurance
Erie, PA
03.2018 - 02.2019
- Delivers training curriculum to new hires as well as current employees
- Consults with leadership to assess current training needs
- Reviews training materials and updates as needed
- Coordinates presenters to speak with new hire classes
- Coordinates scheduling with Workforce Management
Customer Advocate I
Erie Insurance
Erie, PA
12.2016 - 03.2018
- Interacts with policyholders, agents, and employees relating to property and casualty lines of business
- Assist policyholders and agents with billing arrangements
- Act as liaison between policyholders, agents, and ERIE
Customer Service Supervisor
Verizon LiveSource
Erie, PA
01.2004 - 01.2015
- Supervised team of 30-40 Directory Assistance associates, each responsible for more than 800 individual calls daily
- Maintained call statistical data for each associate, as well as adherence to schedule, attendance, vacation and other measures
- Effectively and quickly solved employee and customer challenges
- Led several special projects involving other departments, avoiding costs of external hiring, overtime or contract work.
Education
Associates Degree - Business Administration and Marketing
Erie Business Center
Erie, PASkills
- Decision Making
- Motivational Leadership
- Team Building
- Performance Management
- Excellent planner and coordinator
- Effective problem solver
- Microsoft Word
- Excel
- PowerPoint
- Microsoft Outlook
Accomplishments
- Leading Change, Keys for Safeguarding Privacy and Confidential Information
- Compliance - Privacy; Records Management Training
- Supervisor Responsibilities under the Americans with Disabilities Act (ADA)
- Effective Documentation and Grievance Handling
- Workplace Conflict, Creating and Maintaining a Positive Work Environment
- Anti-Corruption Laws, Organizational Integrity and Business Ethics
- Leadership and Innovation
- Organizational Integrity and Business Ethics
- Licensed Real Estate Agent with Howard Hanna Real Estate December 2015-Present
Affiliations
Italian American Women's Association - President
Timeline
Customer Care Supervisor
Erie Insurance
02.2019 - Current
Training Delivery Specialist I & II
Erie Insurance
03.2018 - 02.2019
Customer Advocate I
Erie Insurance
12.2016 - 03.2018
Customer Service Supervisor
Verizon LiveSource
01.2004 - 01.2015
Associates Degree - Business Administration and Marketing
Erie Business Center