Rosemarie N. Sonntag
St NW, Canton OH 44709
330-***-**** acxbo8@r.postjobfree.com
RELEVANT High-volume call center management
SKILLS E xperienced in training and mentoring new employees and managers Ability to motivate and lead employees to exceed goals Cisco Networking (CCNA levels 1 & 2)
Microsoft word, Microsoft excel, Microsoft outlook Computer proficiency
WORK
EXPERIENCE
C arrara Companies, Richfield, OH – September 2016 – October 2016 C ustomer Service Manager
Answered incoming phone lines
Set appointments for customers
Set appointments for technicians/project managers
Gathered customer information
PlusOne Communications, Akron, OH – August 2009 to August 2016 Human Resources Generalist, September 2014-2016
Conduct employment and wage verifications for both past and present employees
Benefits enrollment and administration through multiple carriers
Processing of employee terminations
Assist in recruiting efforts – interviews and career fairs
Track vacation hours and employee assistance in verification of eligibility
Support payroll with processing and reporting through ADP
Update an HR Dashboard to reflect current employee attendance/disciplinary points
Issuing warnings and potential terminations to respective supervisors
Maintain personnel files in an organized manner
Track employee data and document in various excel spreadsheets and HRIS systems
Assist with unemployment claims and hearings, including information attainment and case building, and all paperwork processing
Processed all FMLA/LOA paperwork and requests
Process Coordinator, J uly 2013-August 2016
Propose a monthly budget
Planned rallies/parties and outings
Pick up office supplies when needed
Pick up/order lunches when needed
LiveHealth Project Lead (shared resource project), January 2013-August 2014
Client Interaction and liaison
Training of new employees
Customer Follow-up – Credits, Escalations, Complaint Research
Reporting – Quality & Efficiency
Speech Analytics Manager, April 2012-September 2014
Speech tag confidence level verification
Speech Tag phrase creation
Speech Tag phonetic phrase identification
Speech Tag Phrase adjustments & updates
Develops weekly/daily work plan for analysts
Reporting Analysts responsibilities – Quality & Efficiency
Track schedule adherence
Coach & develop analysts
Disciplinary documentation
Quality Analyst Lead, D ecember 2009-April 2012
Participate in design of call monitoring formats and quality standards
Participate in call calibration meetings with the client; identify client expectations and needs, interpret and relay findings to Management, Supervisors, Operations, and Quality Assurance Analysts
Provide feedback and coaching to Supervisors and Managers to improve quality scores
Conduct audit of agent phone calls regularly, record findings, and ensure accuracy in feedback and scoring metrics
Recommend procedural changes and training opportunities to management Performance Supervisor, June 2009-December 2009
Develop new agents and train tenured agents to excel
Manage a team of 25 agents
Take care of all agent issues, enforce company policies
Handle escalations
Call center floor control and handle necessary questions real time Teleperformance, Akron, OH – January 2007 to May 2009 Customer Support Lead, January 2007-December 2009
Provide customer service including: instructions on proper setup and configuration of Outlook/Express, guidance on how to send/receive emails, and reset customer email passwords when appropriate
Provide first level technical support for customers by providing instruction on topics such as: bypassing a router, checking computer settings, IP diagnostics, and modem functionality
New hire tours, informing of their job title, and grade their soft skills test
Second interviews
EDUCATION McKinley Senior High School, Canton OH
Course(s) of Study: College Preparatory & Cisco Networking, June 2004 ACTIVITIES Volunteer, Homeless Shelter finding residencies, 2007- current