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Innovative and creative Customer Service Professional with a proven track record in managing call center operations on a large scale while driving brand growth and improving customer service and support Experienced leader recognized for building strong customer relationships while leveraging superior negotiating skills to achieve problem resolution and brand success. Respected recruiter able to effectively entertain top tier talent that provides quality service and support for customers in the educational and insurance industries.
Customer Service/Support • Call Center Supervision • Brand Development • Team Leadership
Communications • Mentoring • Process Streamlining • Customer Relations • Operations Improvement
Progressive Insurance, Rancho Cordova • CA 1986-1990 / 1998-2006
Call Center Supervisor
Oversaw multiple Customer Service Teams in high volume Call Center and successfully managed a diverse and multi-cultural support team. Effectively contributed to meeting/exceeding all key performance indicators and business objectives and met all customer satisfaction levels for quality service and support. Continuously monitored call center performance and ensured policies and procedures were met, set goals, standards and benchmarks that evaluated individual employees and customer satisfactions associated ratings. Implemented operational improvement strategies in regards to workflow optimization and increased levels of quality support. Motivated staff through formal/informal coaching, training initiatives, incentive programs, career development opportunities and productivity channels. Developed long-term loyalty and career commitment and high performance initiatives that succeeded in keeping top 10% of quality workforce. Provided immediate assistance and presented information to internal and external sources through in-person, e-mail and over the phone support.
University of Denver, Financial Aid Office, Denver • CO 1991 – 1998
Financial Aid Counselor (1996 – 1998)
Financial Aid Documents Supervisor (1991 – 1996)
Provided knowledgeable counseling and student advisement concerning financial aid and eligibility, application procedures, aid programs, costs, indebtedness, money management, financial planning and individualized information addressing needs and situation of the student. Verified federal financial aid applications, Free Application for Federal Student Aid (FASFA), using tax returns, and maintained all documents regarding student financial aid request forms. Acknowledged by Director for improving accuracy of documents and cost saving measures. Supervised 2 full-time employees and up to 5 work-study students. Assisted Work Study Counselor with 50% of mandated Work Study presentation meetings.
EDUCATION AND CREDENTIALS
B.S., Government Minor, Soviet Studies – 1984
California State University, Sacramento • CA
Masters Degree, International Affairs and Soviet Studies – 1989
University of Uppsala, Sweden and California State University, Sacramento • CA
Ph.D. Candidate (1990 – 1997) (Withdrew in good academic standing)
University of Denver, International Economics, Denver • CO
Josef Korbel School of International Studies