Customer Service High School

Leah Holloway

Customer Service Supervisor/New Hire Trainer

Philadelphia, PA

***********@*****.*** - 702-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Customer Service Supervisor/New Hire Trainer

Logisticare - Philadelphia, PA - 2007 - 2016

• Monthly QA monitoring of Csr's to meet State contract.

• Submit monthly individual quality reports to employees.

• Track & tally quality for corporate bonus program.

• Prepare monthly reports for senior management.

• Corporate complaint processing.

• Employee & member complaint resolution.

• Act as liaison between, members, staff & providers.

• Stay abreast of new company & Medicaid Policies

• Ensure employees are in compliance with company Policies & State contract.

• Communicate via email Policy & Procedural updates, trainings, corporate memos etc.

• Train all department new hires including new & promoted Department Leads.

• Evaluate all trainees for senior management & offer assessment.

• Coach underperforming employees, create action plans, & track progress.

• Travel during implementation period for new State contracts as customer service department trainer.

• Lead on site remote assistance staff for other State contracts.

• Wrote & created my own training curriculum for new hires post completion of internal university.

• Wrote & created training curriculum for Leads.

• Created department monthly recognition program

"All Star Series" to build on department morale.

Lead Conflict Resolution Consultant

Better Business Bureau - Philadelphia, PA - 2002 - 2007

• Review & process consumer complaints for assigned local businesses member & non member.

• Contact business with consumer complaint.

• Contact consumer with business response.

• Attempt to facilitate a mutual resolve between the business & the consumer.

• Close consumer complaint & contact both consumer & business with my decision on how complaint was closed. Satisfactory, Unsatisfactory etc.

• Update the company's profile/ranking in the Bureau's database for use & review by the general public.

• Advise consumers on how to proceed with unresolved disputes, such as matters that would escalate to Small Claims Court, Attorney General etc.

• Advised consumers on complaints that were outside of the scope of the Bureau & guided them in the direction of the appropriate corresponding agency when viable.

• Worked closely with other consumer advocacy agencies, such as the Attorney General's office & Bureau of Consumer Protection.

Classified Ad Representative

Montgomery Newspapers - Fort Washington, PA - 1998 - 2002 for Inbound Call Center

• Accepted verbal dictation via call center of local commercial & non classified advertising.

• Created classified ad to consumer specification.

• Assisted novice advertisers with ad creation e.g. ad dimensions, cost per line, bold print, borders, logos, duration etc.

• Weekly outreach to local advertising consumer base for ad renewal. EDUCATION

Community College of Philadelphia

1997 - 1998

Diploma

Martin Luther King High School Philadelphia - Philadelphia, PA 1994 - 1997

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