Lexington, Kentucky, United States
Customer Service Manager and Trainer with 18+ years of leadership and development experience; looking to secure a position that enables the use of problem solving abilities, knowledge, experience, and coordination of office affairs to support employee and company growth.
• Analyze KPI metrics for new hires to assess performance trends, identify skill gaps, and provide targeted coaching feedback. • Use performance data to design and implement refresher trainings for tenured technical support experts, driving continuous improvement. • Partner with cross-functional teams to align enablement programs with business objectives and product launches. • Maintain training documentation, learning content, and knowledge resources to ensure consistent and up-to-date support materials. • Facilitate team meetings, trainings, discussions, and interactive activities that foster engagement, collaboration, and knowledge sharing. • Serve as Chair of an Employee Resource Group, leading culture initiatives and virtual events to strengthen camaraderie and inclusivity within a remote workforce.
• Remotely managing 24/7 support schedule for team of representatives and team leaders. • Delivering & documenting customer curricula & training programs that support operational challenges. • Documenting multiple department’s processes for using a new searchable web- based content management system. • Completing data analysis projects & presenting to business stakeholders.
• English as a Second Language Educator to remote students • Development and distribution of photography and videography • Accounting, communication, and organization for Parks and Recreation • Fundraising, event planning, and social media promoting for philanthropies • WordPress design, development, and blog support
• Remotely documented multiple departments’ processes for searchable, web-based content management resource for nationwide company of 1500+ employees. • Commended for delivering custom curricula and training programs that support operational challenges. • Created high-quality design and delivery of curricula to support business operations including new hire, continuous learning, eLearning, and assessment programs. • Managed several projects related to a cross country transition and transformation of DME / Pharmacy customer service and fulfillment call center. • Recommended operational improvements to eliminate inefficiencies identified after process analysis. • Mapped, re-aligned, documented and optimized business processes to comply with industry and company regulations and policies.
• Managed 60+ representatives in multiple functioning teams of customer service agents serving both internal and external clients. • Created goals, conducted hiring, coaching, and annual performance reviews for direct reports. • Completed data analysis projects and presented to business stakeholders. • Partnered in creation, documentation and implementation of new inbound and outbound call systems. • Forecasted staffing and planned absence coverage. • Partnered with managers across functions and across sites to ensure accurate and quality customer service.
• Lead and developed direct reports of 30+ customer service and sales team with incentive tracking, monitoring, coaching, views and compliance audits. • Partnered with managers across functions and across sites to ensure accurate and quality customer service. • Serviced internal and external customer inquiries that were escalated to the supervisor level.
Management Courses o Exercising Influence o Targeted Selection (DDI Certification for Interviewing) o Partners in Accountability o Coaching for Career Discovery o Building a House for Diversity o Foundations of Leadership and Management • Designed fliers, maintained newsletters, and maintained SharePoint sites. • Coordinated site events as a member of the Site Communication Team.
• Sold financial products and services and achieved top percentiles of company sales goals. • Served as a Sales Development Team Member helping to improve employee and company sales results