Qualified Customer Service Supervisor offering a record of successful job performance, proven problem-solving ability and experience developing and implementing innovative solutions. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. * Helped to reduce overall cost of print and postage related to mailing consumer response letters wherein letters were converted into postcard. Expected yearly revenue save of $184K * Maintained consistent KPI's with Vendor team throughout the year which resulted in EOY results above targeted goals * Managed Vendor Team leads to ensure that contractual obligation was consistently met through weekly 1:1 Strategic Business Review Sessions with Vendor Program managers. * Onboarded 400+ agents over a 2-week timeframe ensuring that all agents were equipped with all necessary credentials to assist with anticipated call volumes due to Cyber Security Breach. * Conducted yearly onsite visits to Outsource Vendors to ensure security guidelines and protocols were being maintained conducted roundtable discussion with agents, leadership, and management to gain better understanding of their perceived issues and concerns related to policies and procedures. * As Fraud SME contributed to the re-write of Fraud Manual for training of all newly promoted Fraud analyst.

Highlights:

• Business Management
• Management
• Forecasting
• Policies and Procedures
• Quality Assurance
• Test
• Customer Service
• Cyber
• Cyber Security
• Fraud