Customer Service Manager - Vroom - Houston, TX
(2018-12 - 2025-06)
Managed multimillion dollar car inventory strategically placed throughout the United States. Lead and motivate a team of four supervisors that lead a group of 40 customer support agents to deliver fast, effective support to our online customers while maintaining a healthy NPS. Managed a team of approximately 200.
- Meet/exceed call center performance expectations and goals
- Manage external customer support vendors
- Drive accountability for continuous process improvement needed to reduce complaints and maximize operational efficiencies
- Work in partnership with Sales and Finance teams to ensure smooth customer experience, especially in handoff between stages and points of contact
- Analyze statistical customer service center data and to determine areas of opportunity
- Audit and maintain QA of customer support communication and resolution
- Oversee team staffing levels and recruit as needed
- Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
- Handle customer escalations and complex transactions as needed
- Provide support on special projects, as needed
Member Services Supervisor - Aetna - Phoenix, AZ
(2016-11 - 2018-10)
I managed a team of 15-22 agents with 8-10 that work at home. I monitored, coached and set goals with individual phone representatives. Work with the national Aetna Medicare/Medicaid team to develop standards.
- Create and implement testing criteria and procedures
- Identify quality problems or areas for improvement through root cause analysis
- Review quality documentation necessary for regulatory submissions and inspections
- Work directly with the member services representatives to train them on new procedures
- Hire staff along with coaching them on performance programs, disciplinary process and up to termination
- Perform side by side evaluations with the phone reps for immediate feedback
- I managed KPI for reps and remotely listen to calls for quality scores
- I performed one on ones every two weeks with the reps and provided them with positive feedback
- I acted as a resource for the member services representatives for correct information
Supervisor - Liberty Mutual - Phoenix, AZ
(2014-06 - 2016-11)
Plan and direct staffing, training and performance evaluations to develop and control sales and service programs with the sales center. Managed a team of 15-20 agents.
- Managed weekly sessions with all of the agents
- Performed side by sides with the agents for instant feedback
- Monitored our key metrics daily and also had daily strategy meetings with our site manager/director
- Trained and developed sales skills so the agents could reach their full potential
- Monitored KPI metrics, coaching, and disciplinary steps up to and including termination
Sales Supervisor - Esurance - Sioux Falls, SD
(2010-02 - 2014-05)
Managed a team of fifteen sales agents.
- Directly coached the sales representatives to achieve their monthly goals
- Helped to develop training material for the new pay incentive initiative
- I was an adjunct trainer for certain segments of our training classes
