About Me

  • Customer Service professional consisting of ten years of training and development and over thirty five years of customer service management experience interacting with the public. Highly qualified in service-based, management positions requiring an emphasis on customer satisfaction in a fast-paced environment. Strong team player and leader. A proven and verifiable record for utilizing strong technical and interpersonal skills to enhance organizational efficiency and profitability.

Employment History

  • Corporate Solutions, Customer Service Manager, ezCater (July 2022 - Present)

    Manage the Corporate Solutions Customer Service Operations Team with a focus on improving the customer experience and customer service efficiency. Ensure the highest quality standards across the Corporate Solutions Support Team through developing and improving quality measurements and performance management. Assess efficiency and effectiveness of the team to develop new processes/procedures with opportunities for automation to create a better customer experience and manage customer service costs. Partner with other leaders and departments to drive support operations by collaborating with cross functional teams in order to successfully support growth.

     

    Premiere Support Services Operations Manager, Asurion (Sep 2016 - July 2022)

    Awarded Platinum Operations Manager of the Year – 2018. The Premier Support Solutions Operations Manager will lead a team of Center Supervisors/Coaches by providing them with direction, support and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of PSS Supervisors/Coaches and Representatives. Improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of Center Supervisors/Coaches and PSS Representatives.

     

    Oversee the day-to-day operations of the PSS Team in accordance with Asurion's Core Values by providing outstanding service to both internal and external customers. Responsible for understanding and complying with operational contractual requirements of Asurion's clients. Position responsibilities include coaching and development of PSS Supervisors/Coaches to meet and exceed established call center goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment. 

  • Call Center Operations Manager, Asurion (Jan 2010 - Sep 2016)

    Serve as the business and subject matter expert on processes related to the management of Asurions 3rd Party network of Service Centers. Assess process changes and the impacts those changes may have on our extended network. Lead communication efforts with this vast network to ensure compliance of SLAs and understanding of system enhancements and process changes. Utilize successful track record of managing complex projects, manage vendor relationships, and the coordination of cross-functional efforts. Ensure the division budget and performance goals and timelines are met and deliverables are effectively completed. Partner with implementation and service/claim functional and process owners to identify and continually improve business processes.

  • Sr. Client Service Manager, NEWAsurion (Sep 2007 - Jan 2010)

    Serve as liaison between NEW Service Management Group and Client, interacting with client representatives at all levels (including senior management) on a day-to-day basis. Manage client service solution including in-home and depot service. Identification and resolution of key product issues for service. Ensure future service coverage from earned contracts. Manage product and service coverage with field staff. Manage service escalations including root cause resolution. Manage program severity via parts and labor management with field staff. Oversee scheduling and dispatching of service. Manage service repair time goals for service resolution. Implement new program service solutions. Evaluate and initiate modifications to programs and processes. Analyze program service performance and manage improvement efforts. Prepare quarterly review materials. Travel to client sites and other locations as needed.

Skills

  • Customer Service

  • Operations Management

  • Program Management

  • Cross-Functional Team Leadership

  • Training Management

Contact Info

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