Fort Lauderdale, Florida, United States
Highly successful, Customer Service and Account Management Professional with broad experience and leadership in areas including Operations Management, Client Services, Performance Optimization, Process Improvement, and Staff Recruiting & Development. Customer-focused and quality-driven with a commitment to excellence, consistently increasing service standards, quality and client satisfaction. Exceptional staff trainer and mentor able to build consensus and effectively communicate corporate strategies. Successfully direct and motivate individuals and teams to produce optimum performance in pursuit of organizational goals. Other strength encompass: • Program Administration/Coordination • Operations & Project Management • Total Quality Client Service • Scheduling and Resource Utilization • Quality Assurance/Compliance • Vendor Relations • Client Relationship Management (CRM) • Key Performance Indicators/Metrics • Client Retention • Staff Training & Development • Employee Relations/Team Building • On-Boarding Processes Excellent communication and interpersonal skills, ensuring positive customer relations. An analytical thinker and problem solver with exceptional attention to detail able of develop and initiate out-of-the-box solutions to complex problems. Strong foundation of ethics and high degree of integrity and loyalty. Proven record of taking on new challenges and exceeding performance expectations. Multilingual: Fluent in English, French and Filipino
Promoted to be responsible for supervising the performance of 15 Customer Care Specialists to maintain high quality service levels and daily deposition setting productivity for 8 client partnerships nationwide. Accountable for call quality & volume targets; client account plans; scorecard performance; client satisfaction; contract management; performance improvement; talent management and defining key performance indicators (KPIs). Key Management Initiatives • Provide leadership and manage performance to achieve a range of service level/abandon rate, schedule adherence, calls per day and operational business goals, while ensuring the highest levels of quality and customer service to effectively retain business. • Set and define agent expectations to ensure performance and efficiency goals are met. • Manage, coach, and develop representatives to success via one-on-one meetings, daily call monitoring, audits, calibration calls, cross training, new product training, scorecards, and positioning coaching. Center of Excellence (CoE) • Work closely with Leadership team to improve operating processes and efficiencies by establishing productivity goals and standards, as well as, putting critical compliance measures in place. Collect, identify, and analyze data to drive decision making. • Drive improved work flow performance by benchmarking and prioritizing action plans to effect short and long-term results. Candidate Sourcing/Recruiting • Serve as an ambassador and Recruitment Representative at the South Florida Job Fair and other recruitment related events to identify, attract, and match candidates. Review résumés and initiate direct candidate engagement to present the company. • Participate in the selection, orientation, training, and development of high caliber staff in collaboration with senior management. • Conduct and manage candidate searches in partnership with Human Resources, hiring managers and other stakeholders.
Promoted to partner effectively with Customer Care Center Operations teams including workforce management, training, recruiting and process transformation to drive employee engagement and foster a positive and productive culture. • Served as a liaison between 40 staff on the floor to implement solutions to increase productivity; ensure strict deadlines were met, quality standards were upheld; and total quality customer satisfaction was intact. • Served as SME for Netsuite Scheduling System to improve performance, processes and policies, and increase accuracy across all departments to drive the customer experience. • Conducted spot training and coaching on client care and proper phone etiquette as needed. • Proven history of delivering innovative customer service, ensuring expectations were met and executed with excellence.
Recruited to provide excellent service to client accounts including attorneys, insurance companies and corporations in their court reporting needs via telephone and email interactions using Oracle-based Netsuite software. Served as key point of client contact to ensure delivery of high quality customer service for the account. • Built and managed collaborative client relationships to ensure scheduling was handled effectively to meet client requirements nationwide. • Partnered with various company departments to facilitate production work orders and billing. • Understood customer needs and built rapport with customers to retain business. • Proven history of delivering innovative customer service, ensuring expectations were met and executed with excellence.
Certified as a Quality Assurance Specialist to monitor calls for 80 agents in two programs (NissanConnect Services and Mercedes-Benz mbrace) to ensure that quality and customer service standards were met. • Evaluated call service quality and initiated corrective action as necessary. Accurately documented results for each call. • Regularly participated in call calibration meetings with clients, client services and call center leadership. • Implemented new strategies to increase operational efficiency as well as optimize current processes including policies and procedure creation and maintenance.
Recruited to provide excellent customer service to NissanConnect Services and Mercedes-Benz mbrace subscribers with account inquiries and concerns with emphasis on adding incremental value, increasing customer loyalty, and delivering exceptional customer care. • Grew and nurtured customer relationships on each and every interaction that resulted in measurable call score improvements. • Served as liaison with other areas of the organization to provide a seamless service experience. • Quickly and effectively resolved customer challenges and implemented complete problem resolution. • Made appropriate account adjustments and prepared customer correspondence advising them of action taken.
Assigned to the Bosch Service Solutions call center for its Car2Go car sharing service client to provide excellent and prompt service to incoming customer inquiries. • Actively listened to client requests to troubleshoot vehicle malfunctions during reservations and rentals and implement solutions. • Assisted members in managing their accounts such as updating personal and payment profiles. • Worked in conjunction with Car2Go local offices and fleet teams in Canada to ensure that users were having a positive experience when using the car sharing service
I worked for ResortCom International continuously for several years, with the last four years as a remote agent in a supervisory role, working from home. I have gained knowledge and proficiency in various duties working with customers and clients both over the phone and through CRM software. Highlights of my work experience with ResortCom International include: • Correspondence with member customers and internal staff using RightNow-Oracle CRM software. • Creation of knowledge base articles for members, clients and in-house staff. • Refunds processing, working directly with the financial department. • Working with client resorts with contract resolution and customer issues. • Sales of all-inclusive and other options to members with their reservations.
Produced high-quality French to English translations for professional trade journals primarily related to hearing health such as Audio Infos and Audiology Infos. Also translated texts for Décisions Machinisme, an agricultural machinery trade magazine as well as Nutrition Infos, a professional journal on the science of nutrition, among others.