SUMMARY:

• As an action - oriented professional with 14 years of experience managing customer service helpdesk, I balance priorities in order to manage the workflow of over 30 employees, spearheading the completion of multiple simultaneous projects and meeting critical deadlines.
• I effectively recruit employees and provide guidance to strengthen their knowledge, skills and abilities to accomplish daily tasks.
• I have extensive knowledge in customer service helpdesk metrics reporting and analysis.
• I am proficient in management tools, as well as, a proven success record in quality improvement processes.
• Using a unique combination of interpreting business needs of the organization and the ability to anticipate the needs of its customers, I am recognized by clients and executive level management.
• And also received recognition for my ability to create solutions for internal and external problems contributing to my leadership in customer service.
• Successful in establishing and maintaining relationships with Federal agency personnel.
• I also have prior experience in automobile sales of 7 years.

TECHNICAL SKILLS:

• Proficient in Microsoft Office
• Advanced knowledge of SharePoint
• Expert in various Ticketing Data Systems (ParaData and Daybreak Accounting Systems, BMC Footprints and Contactual Ticketing Systems)
• Proficient in various Phone Systems (Avaya, Hermes Vocalcom)
• Ultipro Payroll System
• Deltek Payroll Systems
• Artemis (DOT Business Information Database)

PROFESSIONAL EXPERIENCE:

Confidential

Contact Center Manager

• In addition to my Contact Center Managerial duties below, I also have simultaneously spearheaded and ran other projects for NHTSA. Some of these projects include NHTSA’s Spanish Outreach Program and NHTSA’s Cash for Cars Program serving as the assistant Project Manager.
• Build and manage the call center and team from the ground up.
• I serve as the CMMI Configuration Manager for the call center.
• Coordinate with the Project Manager, as required, in performing tasks, monitor and control changes to configuration items.
• Analyze, investigate, and resolve extremely complex customer inquiries and challenges.
• Provide direct support to the Project and Program Manager in delivering project requirements. Using Microsoft Excel, I analyze and produce daily quantitative statistical reports which are used to provide metrics on the Call Center activity.
• Produce and deliver monthly status analytical reports.
• Develop new KPI’s and metrics policies and procedures for multiple projects.
• Recommend system modifications to reduce user errors and work interruptions.
• Proactive review of program areas, conduct process improvement activities that mitigate issues.
• Interact with network services, software systems engineering, and/or other technical specialist to restore service and/or identify and correct core problems.
• I provide non-technical guidance regarding the design, manufacture, operation, and repair of motor vehicles to non-technical staff.
• Review, interpret and provide guidance of the Office of Defect and Investigations (ODI) resumes to Call Center staff and customers.
• I am a liaison between the motor vehicle representative and NHTSA as it relates to the review, analysis, and administration of motor vehicle and equipment safety.
• Responsible for the management of 33 Customer Service Representatives.
• Direct bi-weekly team meetings to facilitate teambuilding, share internal goals and communicate company initiatives.
• Monitor and evaluate the performance of Customer Service Representatives.
• Perform quality control activities on work products and identify performance deficiencies, and provide and implement resolutions.
• Review, correct and process employee time and attendance bi-weekly. Run employee time and attendance reports to analyze funding.
• Perform one-on-one performance feedback meetings and provides effective coaching.
• Conduct new hire and supplemental training.
• Conduct interviews for new hires and makes hiring recommendations.
• Effectively handle escalated calls and provide resolution to the customer’s complaint issues and inquiries.
• Provided callers and car dealers with the specifics to the Cash for Cars Program to insure its success.
• Assisted the dealership with checking invoices to ensure they were paid.
• Enforced regulations and guidelines set for the program.
• Made sure that all vehicles meet the qualifications for the program.

Confidential 

Collections / Customer Service Manager

• Supervised an eight person collections team that was responsible for collecting past due automobile loans ranging from zero to 180 days past due via telephone, mail and face-to-face.
• Achieved single digit, individual monthly company goals set forth with 98% of delinquent loans effectively collected.
• Documented and modified billing errors initiated by staff.
• Liaised with Western Union to ensure proper payments were received.
• Managed the company’s U.S. Postal account.
• Prepared daily delinquency Excel spread sheet for management review.
• Interviewed and hired staffed employees.
• Held meetings and training for the collections and customer service departments.
• Handled any difficult collections and/or customer service disputes daily.
• Set and held appointments for customers to come into office to discuss debt solution options for better credit rating purposes.
• Produced monthly and daily production analytical reports.
• Validated billing adjustments initiated by staff.