Candidate Information Title Customer Service Technical Support Target Location US-NC-Kannapolis Email Available with paid plan Phone Available with paid plan	20,000+ Fresh Resumes Monthly     View Phone Numbers     Receive Resume E-mail Alerts     Post Jobs Free     Link your Free Jobs Page     ... and much more Register on Jobvertise Free
Search 2 million Resumes Keywords: City or Zip:	Related Resumes

Work HistoryCustomer ServiceSupervisorJaniceGormanContactAddressKannapolis, NC, 28083PhonePHONE NUMBER AVAILABLEE-mailEMAIL AVAILABLEWWWhttps://bold.pro/my/janice-gorman-PHONE NUMBER AVAILABLErSkillsExcellent CommunicationWritten CommunicationProblem-solving aptitudeStaffing and schedulingAnalytical SkillsPerformance ManagementTeam CollaborationScheduling proficiencyQuality AssuranceDocumentation expertiseSchedule CoordinationTraining CoordinationTimekeeping abilitiesCall MonitoringTraining ManagementTechnical SupportCoaching and MentoringProactive professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Call Center SupervisorNavient Xtend Healthcare ServicesSupervise staff and operations of Customer Service Contact Center Team/DepartmentAccountable for providing effective supervision of assigned staff to ensure efficient and cost-effective operation Customarily and regularly directs work of 40+ employees Make decision or recommendations concerning hiring, firing, advancement, promotion or other changes of employee's statusProvide effective supervision, leadership, guidance motivation to staff to ensure that all goals and objectives are metReceives and responds promptly and accurately to all customer inquiries and complaint via telephone that have escalated to Supervisory levelEnsure adherence to customers experience anddepartments quality and compliance guidelines through regular side by sides, observed listening, and floor presence Ensure that staff has necessary information, knowledge, and training to efficiently perform all job responsibilities Monitor and assess staff performance and administer feedback daily, monthly and yearlyMonitor, review and provide regular feedback to staff on quality and quantity of work producedCoaches and trains specialists consistently in areas such as communicating prompt service options to customers, taking inbound call questions as well as outbound calls for follow up, completion of needed and accurate information in courteous and professional manner to customersProvide ongoing guidance, feedback, and motivation to staff to ensure exceptional performance and maximum utilization of resourcesReview TO requests and timesheets for approval/denial Review and administer quality and compliance checks as required by department on daily basis includingadministering regular monthly scorecard assessments and PDA ad neededEnsure all necessary measured scored for agents are input on monthly basisTrained new agent/s as well as tenure agents in customer service call quality and call handlingReport WritingReporting skillsInformation trackingLanguagesTagalogNative or BilingualEnglishNative or BilingualAssists Human Resources/Talent Acquisition Team in their On-boarding new hire processInteracted with agents using email/chat ticketing system Zendesk and TeamsCustomer Relationship Management (CRM) and Workforce Management (WFM).Developed and implemented customer service policies and proceduresDeveloped training programs to enhance agent skill sets, leading to improved performance metrics across the board Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and servicesOversaw employee performance to foster accurateprioritization and achievement of sales and productivity goalsReduced average handle time through the implementation of effective call handling techniques and scriptsEnhanced team performance with consistent coaching, feedback, and development opportunitiesCollaborated with training team to boost product support and certification training initiativesMaintained open lines of communication betweenmanagement and staff, fostering a transparent workplace culture that encouraged collaboration and innovation Collaborated with other departments for seamlesscoordination in addressing customer concerns, resulting in faster issue resolutionStreamlined call center operations for increased efficiency by implementing new scheduling and workforcemanagement strategiesManaged scheduling for agents and product specialists to foster increased productivityImplemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvementIncreased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniquesChampioned continuous process improvements initiatives that significantly reduced customer wait times and improved overall service levelsAchieved high satisfaction rating through proactive one-call resolutions of customer issuesReduced personnel turnover by developing andimplementing performance evaluations to supportcorrective action planningOptimized resource allocation by accurately forecasting call volumes and staffing needs based on historical trends Maximized employee retention, fostering a supportive work environment and offering growth opportunitiesMember Service AdvocateBusinessolverFacilitate Member-level enrollment calls during each scheduled shiftEnsure quality customer service support given to each memberMeet service center metrics outlined by Supervisor Adhere to outlined processes to successAnswer broad range of inbound calls (in support of clients) in professional, energetic, and positive mannerRespond accurately and thoroughly to caller inquiries and document call detail accordinglyResourceful and creative problem solver who canconstructively work with members of team to find solutions Ensure compliance in all areas of processing, completing all transactions timely and accuratelyTake accountability for entire process from receipt of work to resolutionWork under general supervision following established proceduresExperienced in FSA, HSA, HRS, Cobra, MCM, HRIS, HIPAA etc. Business Co-OwnerJLo's Boba TeaManage the financial and expenses of the companyManage financial, day-to-day and inventory of thecompanyProcess and collect payment from customers on day-to-day basis.2023-05 -CurrentBusiness Co-Owner/ManagerAll About Homes Inspections, LLCManage the financial and expenses of the companyCorrespond and coordinate day-to-day scheduling of home inspections with clientsProcessing and collecting paymentsCorrespond, coordinate and account balances/receivables with client as neededHandle all day-to-day account level communications with the clientsReceive information and/or emails from clientsSend emails/requests/discuss by phone for information to clients as needed.2014-08 -2023-04Business Owner (ecommerce Business)Angel Touch Essentials, LLCOwner and responsible in day-to-day order processing, collaborating with vendors and managing of the company(Ecommerce)Manage the financial and expenses of the company2009-06 -2017-12Processing and collecting payments globallyHandle all day-to-day account level communications with the clientsReceive information and/or emails from clientsSend emails/requests/discuss by phone for information to clients as needed.WFM Technical/Chat/Email SupportRepresentativeTeleNetworkProvide technical support assistance to businesses and consumers for hardware, software and Internet services by phoneMaintain accurate records of customer information to track customer's call history and report recurring problems Discuss additional products and services customers as needed.2014-02 -2014-05Technical Support/Chat/Email/HelpdeskSupervisorI. T Department TRG PhilippinesDispatched & monitored of tickets for the technicians Send emails/requests/discuss by phone for information to clients as neededProvide technical support to the clients and to company usersCorrespond and coordinate technician schedules and clientsHandle all day-to-day account level communications with the clientsReceive information and/or emails from clientsSend emails/requests/discuss by phone for information to clients as neededSupervise helpdesk assistants and intern students and administrative support to the I.TManagerPerforms exceptional Customer Service Ethics.2006-03 -2008-05Technical Support/MIS Staff/Data EntryCoordinatorR. Sabella Marketing CorporationMaintaining all computers both hardware and software and provide technical support to all POS usersEncoding, updating, bar-coding and monitoring theincoming and outgoing items from the warehouse to Mall stores using the database master fileDownload and upload the master file database, sales, pullout and deliveries from the store then the main office server through PC Anywhere connection.2005-04 -2006-012004-03 - Technical Customer Care RepresentativeEducationConvergys Philippines Services CorporationRepresenting the company's client to their customers by handling calls promptly, interacting with the customers to determine their needs by providing consistent, high-quality service and accurate information to the customersPerformed the seven values of the company.2005-04TS/CS Representative/Helpdesk/OfficeAssistant/Data Entry CoordinatorCompuware Technologies CorporationProvide/handles technical phone support, customerconcerns, complaints and other inquiries (hardware & software)Support Clients via modem using PC Anywhere software Prepare different kinds of receipts (NSDR, DR, POR, SUR and Demo R.) for delivery useCorrespond, coordinate and account balances/receivables with client as neededHandle all day-to-day account level communications with the clientsReceive information and/or emails from clientsSend emails/requests/discuss by phone for information to clients as neededPrepare training materials and users manualsEncode and summarize service reportImplement store preventive maintenance scheduling clients database (menu, employee, report, and etc.)2002-04 -2004-03Technical Support/Chat/Email/OfficeAssistant/Data Entry CoordinatoriWEB CorporationTroubleshoot clients/users issue about connectionOrganized owner's schedule and meetingsVerify account balances (Verification Status) with client as neededHandle all day-to-day account level communications with clientsReceive information and/or emails from clientsSend emails/requests/discuss by phone for information to clients as neededFind efficient effective resolutions to client account situations.1998-11 -2002-04Bachelors in Science in Computer ScienceAdamson University - Philippines1997-06 -2024-05ContactsHobbiesKannapolis, NC, 28083I love outdoor and I enjoy playing sand volleyball twice a week!