Ann Arbor, Michigan, United States
Manage a team of Contact Center Agents supporting automotive dealership service scheduling and sales campaigns Created development and goal setting initiatives for team. Enhance team performance by promoting a culture of collaboration and continuous improvement. • Implemented process improvement reducing call handle time. • Oversee all daily call center operations supporting over 30 automotive dealerships. • Train and coach agents in relevant systems, processes and procedures to ensure the highest levels of customer satisfaction. • Review and evaluate agent’s scheduling and communications to ensure established procedures are followed.
Managed a team of Customer Service Representatives servicing domestic and export sales with heavy telephone activity and customer interaction. Created development and goal setting initiatives for team. Handle escalated issues related to service, supply managements and shipping/logistics. • Successfully built customer service team for transition to new geographical location. New team assumed roles and responsibilities in minimal time with no impact to business operations. • Managed design, testing and implementation of ACD system for new facility. • Coordinate with overseas plants/business units for ordering of product and order management to meet customer requirements. • Increased customer scorecard rating from 40% to 90%.
Manage, lead and prioritize the activities and workload of high performance teams tasked with providing technical assistance and support of ADP’s hosted environments. • Developed service delivery models, processes and procedures to ensure that service level objectives were met or exceeded. o Achieved average SLA adherence of 95.16%. o NPS average of 93.39%. o 24x7 IT call center organization which included onshore and offshore associates. • Managed and developed associates. o Built, managed and maintained multiple high-performance teams through team building, career development, training and mentoring. o 4.82/5.0 rating on leadership survey. • Collaborative focus to improve customer support operations, effect positive change and drive quality. • Drove department’s KPI to ensure 99.992% system availability. o 100% case acceptance within 30 minutes for priority 1 cases. • Supported Identity & Access Management and server, application and file share access for 100+ products. o Logical Access for 10,000+ users. • Collaborated with COBRA business unit to define and implement a business revenue generating process for billable custom reports. • Planned and executed departmental roles and responsibilities in multiple data center migrations. • Experienced in the support of SOC 1, SOX and ISO audits.