Description
Summary of Qualifications * Knowledgeable and experienced in call center, customer service and sales operations * Excellent written and oral communication skills * Experienced problem solving and process improvement * Self-motivated results oriented * Highly effective computer skills * Attention to detail * Prepare and deliver employee evaluations * Facilitate employee up training * Customer Retention Key Accomplishments * Promotion track record every 2-3 years. Promoted to Management (skipped over Customer Service Supervisor position). Once in Management promoted to Sr. and then Asst. Vice President. Promoted 10 times in 27 years, Promoted to Sr. position in each position held. * Selected by Senior Management to head up Steering Committees for Heritage and Diversity Networks. Coordinated and facilitated site events and recruited membership. * Successfully identified staffing needs, submitted requisition to staffing. Headed job fair to attract talent and coordinated interviews to identify top talent and hired for Escalations Unit. * Assigned by Sr. Management to work as business liaison for all of CBNA Secured Credit. Worked directly with business partners to streamline processes for Secured Credit escalation procedures. Coordinated weekly conference calls set agenda to bring business partners together to discuss customer satisfaction and procedural gaps. Implemented process improvement for escalation processes, enhanced one stop service and improved overall customer satisfaction. * Utilized by management as Subject Matter Expert in new hire classes and on the job and one stop service. * Due to my flexibility was continuously available for management coverage on multiple levels.
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| Kohl's | Customer Service Coordinator | 8/2016 - 3/2018 |
Accomplishments
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