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Click here or scroll down to respond to this candidateCandidate's Name
Street Address / PHONE NUMBER AVAILABLE / EMAIL AVAILABLEStrategic Planning and Execution / Leadership / Coaching and Mentoring Driven Customer Service Professional with proven strengths in leadership, customer service, support and training. Able to conceive, design and execute strategic programs that enhance customer service levels and department performance while supporting all corporate goals. Organized team player with exceptional analytical skills, the ability to articulate ideas both verbally and written, and expertise in problem resolution. Self starter with areas of expertise in: Strategic Planning & Execution Leadership & Management Productivity Optimization Coaching and Mentoring Client Services / Support Training & Development Recruiting Insurance Performance Metrics Data Analysis Team Building Payroll Processing PROFESSIONAL EXPERIENCECustomer Service Representative - Michigan Unemployment Insurance Agency - March 2021 to August 2022As a contractor, started as an inbound agent processing claimant claims and inquiries. Surpassed all key performance indicators and was promoted to an outbound call agent within a four month period of time. Currently assist claimants with any concerns serving in a consultant capacity to guide them in the correct direction depending on the issue at hand.Customer Service Rep/Inside Sales - Dupree Plumbing, Marietta, GA - October 2019 to Present Handle outbound calls for plumbing inquiries from customers on a part-time basis, responding to email inquiries, Home Advisor leads, answering service requests in addition to Angies List leads. Process work orders for the following week as needed per customer requests. Associate Client Support Consultant/Implementation Specialist ADP, Alpharetta, GA August 2017 to October 2018 as a contractor, October 2018 - October 2019 Serve as support for CPA firms and their clients on the Wholesale Premier team addressing payroll inquiries and processes by responding to incoming calls and managing email queues. Assist 20 firms including a client base of 913 controls, with payroll maintenance functions including employee on-boarding, direct deposits/reversals, and reporting. Facilitate tax inquiries by validating Federal and State Notices and forwarding to the correct Resolution team for research and completion. Process client implementations on behalf of the firms and assist the set-up team with gathering proper documentation for smooth transition into the ADP platform. Administer a quality checklist for every implementation ensuring accuracy of data while taking inbound calls. Proficient in Bomgar Chat, ADP RUN, and SAP. Customer Service Representative Casteel, Marietta, GA May 2017 to August 2017 Handled inbound calls for air conditioning, electrical and plumbing issues. Responsibilities included recommending solutions to customers while maintaining an average booking rate of 80%. Placed follow-up outbound calls to customers to set preventive maintenance appointments. Consumer Relations Supervisor - SouthStar Energy, Atlanta, GA October 2016 March 2017 Supervised the daily operations of the Consumer Relations Team. Provided support across the company foot-print in the Natural Gas industry including Georgia Natural Gas, Florida Natural Gas and Ohio Natural Gas. Oversaw customer complaints with the Georgia Public Service Commission, the Better Business Bureau and the Office of the President by maintaining regulatory compliance and ensuring responses were provided in a timely manner. Handled escalations for Georgia Natural Gas through inbound phone contact as well as incoming calls for Florida Natural Gas. Additional functions included documentation of workflow processes, influenced business decisions through root cause analysis and tracked related work activity for business process reporting. Training / Quality Assurance Overby-Seawell Co. (OSC), Kennesaw, GA July 2011 May 2016 Department trainer for an insurance tracking collateral company, providing services for consumer financial institutions, credit unions and insurance entities. Provided training for all new hires and continuing education for an inbound/outbound call center. Oversaw the Quality Assurance team to promote consistency in all customer/client interactions while supporting the company initiative of Unparalleled Customer Service. Improved quality scores by 20 percent through monitoring, coaching and feedback. Instituted leadership procedures to ensure floor support during hours of operation, resulting in exceeding Service Level requirements. Analyzed department statistics regarding KPIs for the team as a whole as well as individual performance. Metrics tracked were AHT, productivity, schedule adherence and quality scores. Identified positive trends and areas of opportunity for improvement. Responsible for the performance of a remote team in China and reduced the error rate by 25 percent through close monitoring and quality control. Conducted monthly client calibration sessions to solidify client/vendor partnerships. Call Center Leadership Roles - Special Projects, Atlanta, Kennesaw, GA July 2009 June 2011 The Home Depot - served as the Floor Supervisor of the contingent staff for the Home Depot in the Retail Staffing Center. A minimum of 14,000 records were handled on a weekly basis through inbound and outbound calling to assist with recruiting efforts. 2010 US Census promoted to an Intra-Day Analyst for the 2010 US Census for a staff of over 1200 employees. Worked with Workforce Management applications; provided reporting to management and addressed all staffing/scheduling issues.Office of Personnel Management managed a team of liaisons between OPM and government employees for the Long Term Care open enrollment period, assisting callers with information to address both questions and concerns during the open enrollment season. CEO - Candidate's Name Trucking Co., Kennesaw, GA October 2007 July 2009 Started a trucking company with a single tractor and trailer. Involved in all phases of a start-up company including client services, payroll, equipment registration, account receivables/payables, collections and tax preparation. Serviced over 40 brokers and secured over $100,000 in gross revenue in a 7 month period.Call Center Manager- Peachtree Business Products, Marietta, GA July 1999 September 2007 Managed the daily operations for a high volume inbound call center averaging 1500 calls per day in a manufacturing environment call center. Generated a minimum of $6M in monthly sales. Prepared and controlled an annual budget of $1.5M. Performed all staffing functions, which included hiring, training, payroll processing, scheduling and team building for a staff of over 30 employees. Provided team with coaching, mentoring and feedback for continued personal growth. Developed and implemented a monthly appraisal system to track individual performance that included average talk-time, quality score, error rate, and productivity. Analyzed daily call results for positive trends in addition to identifying negative trends and designed corrective action plans. Maintained an abandonment rate of less than 2% per month. EDUCATIONBachelor of Science Degree in Business Administration, Central Connecticut State University, New Britain, CTFranklin Covey 7 Habits of Highly Effective People, 4 Roles of Leadership and the 8th Habit Trust AWARDSADP - Received Promoter/Win as One awards for three consecutive quarters for the year 2019. This award is presented to employees by upper management for providing outstanding customer service and for being easy to work with.BreckBest Award, OSC 2015 A peer and manager nominated award for those who go the extra mile and exemplifies character traits that include: Brand Values, Excellent Results, Superlative Service and Team Player. Described as gets excellent results by being a leader and the first to try something, then showing others how it can be done with excellence. |
