Experience
Customer Service Trainer
Enhanced onboarding and ongoing training program, reducing turnover rate by 15%. Developed KPI’s for call center team, highlighting department and agent performance. Launched Quality Monitoring process, using 8x8 call center technology, improving agent focus on providing exceptional phone support to callers.
Customer Service Manager
Therapeutic Research Center · Stockton, California Area
Coached/developed/trained customer service team Developed processes to improve efficiencies, such as using Salesforce to create a Customer Refund process. Improving customer satisfaction by reducing wait time for returns Implemented incentive program for agents, providing them with opportunity to win rewards and receive acknowledgement for performance.
Training Programs Manager
Alere, Inc. · Livermore, CA
Was a part of cross-functional team that launched Presence call center technology. Our suite of programs including inbound call support, outbound dialer, agent scripting. Developed agent scorecard, improving agent performance through providing them with measurable targets and regular feedback. Led cross functional team to adopt iSynergy software, a workflow system that created efficiencies in our customer onboarding process, and ongoing process improvement. Collaborated to train offshore team and define when processes would be fully handled by offshore team.
Collection Supervisor
Project management: -Assisted in launching of two call centers, one a secondary call center for Fireside in AZ, and the other through outsourcing a part of Fireside’s portfolio to a third party company -Traveled out of state on several occasions to train staff. Also while on training visits trained all levels of Management -Designed guidelines centered around the portfolio being outsourced -Created training manuals for Supervisor’s -Created production goals at department and individual level -Audited agent and department performance on goals that were set, and their ability to follow structure we provided them with. Coached, trained, and developed team of 15 auto loan collectors to a high level of performance, which included: -Training on any new system/procedures/policies that were introduced -Monitored Calls to ensure proper legal requirements were met -Performed Side-By-Side Evaluations to offer on-the-spot feedback -Delivered weekly/monthly/yearly feedback on performance -Developed…
Education
High School Deploma - Edison High School
High School Diploma, General Education
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