Service Representative Administrative Assistant
Resume:
Jimalee J. Lovely
Tampa, FL
***********@***.***
Customer Service Professional
A highly personable customer service professional with the skill set to deescalate customer concerns into a solution based result in a single interaction. Manage and maintain accurate records in all KPI areas for 15 plus agents in supervisory position. Ability to provide feedback and corrective action in a professional manner that promotes improvement. Have more than 15 years of background to be an integral part in mentoring employees on how to deliver the best customer service possible. Possess strong ability to make sound decisions and prioritizing under pressure; Technical proficiency in MS Office Suite, Google-sheets, docs, slides.
Performance Management
Customer Service & Support
Accurate Record Keeping
Team Building & Development
Leadership
Effective Communication
Problem Resolution
Schedule Management
Service Delivery
Relationship Building
Regulatory Compliance
Strategic Planning& Analysis
Professional Experience
Epiq, Tampa, FL 2018 -Present
Contact Center Team Lead, (12/24/2018-Present)
Conduct daily quality assurance reviews and provide feedback and coaching
Manage SAP time card approval daily
Assist on the phones when necessary
Identify escalations trends and work with supervisor on solutions
Provide monthly Scorecard Feedback with all KPI’s
Identify system issues and take action on steps to correct
For system issues outside of my knowledge I create service tickets and/or contact IT direct to get issues corrected quickly and efficiently. This keeps downtime to a minimum so we remain productive and avoid negatively affecting our contracted SLA.
Created the W.O.W. (Words of Wisdom) weekly email to team so we can provide and reinforce new policies and procedures as well as share best practices. This was such a success that it was later adopted by Wells Fargo leadership and an expanded version is now sent to all sights.
Point person for entire team daily attendance. Created it to be accessible to Team Leads and Supervisor. This assists in accurately completing SAP and provides Supervisor with data that improves his correctly reporting points.
Weekly QA team average report pulled and forwarded to team. Kudos and recognition promotes pride and excitement for our top performers. This also creates an opportunity for open dialog with their team lead on areas of improvement.
Daily review of Wells Fargo Corrections and feedback provided daily to agents listed. Those that have opportunity are given the guidance and review of resource to assist in choosing the appropriate Call Type.
AD hoc team huddles as time permits to have team meeting. These meetings review trends, changes, clarification to agents and top performers identified for inspiration.
Adecco, Tampa, FL
(Contract employee for Epiq) 2018- 2018
Contact Center Interim Team Lead, (7/16/2018-12/24/2018
Responsible for leading a group of 10-15 contact center agents, conducting quality assurance reviews and providing coaching and monitoring.
Conduct daily quality assurance reviews and provide feedback and coaching
Manage SAP time card approval daily
Assist on the phones when necessary
Handle escalated calls
Manage utilization
Identify escalations trends and work with supervisor on solutions
Manage escalations reporting
Contact Center Representative, (4/2018-7/15/18)
Assist Wells Fargo customers with inquiries regarding remediation of CPI Payment Program. Provide accurate and precise answers regarding time frames and actions. Worked with team lead to assist new hire agents to assimilate to Wells Fargo Program via side by side shadowing. Enter and follow up on escalations created to further assist customers with issues beyond the scope of a contact center agent.
Salem Enterprise Solutions, Tampa, FL
(Contract employee for Health Net Federal Services) 2018- 2018
Customer Service Representative, (2/2018-04/2018)
Assisted Veterans, health care providers and Veterans Administration employees to coordinate civilian medical care for our Veterans. Reviewed and provided solutions for required medical documents, claims questions and steps for continuation of care. Directed and advised other departments of Veteran concerns and issues to avoid interruption or denial of needed care.
Processed up to 60 inbound calls per day.
Maintained strict adherence to the Protected Health Information guidelines set forth by HIPPA.
Ultimate Medical Academy, Tampa, FL 2017-2017
Learner Service Adviser, (4/2017-10/2017)
Provide support, motivation and up to date academic progress. On average 120 outbound calls per day while reaching out via email, Google text and Facebook. Monitor current school statuses and manage appropriately. These statuses can range from GPA 4.0 to students at risk for dismissal. Provide academic and life resources such as one on one tutoring, creating plan to complete course work on time or housing, food assistance and counseling services.
Maintain a caseload of approximately 150 for the duration of their Medical Administrative Assistant associates degree program for 16 months.
Assisted team members with overflow of scheduled checkpoints.
Served as a committee member for performance incentives.
Nielsen Research, Oldsmar, FL 2016 – 2017
Team Leader, (5/2016-4/2017)
Coordinate high-performing research interviews to mentor and document feedback. Consult with recruitment department on potential new research interviewers. Coordinate mentors and quality monitors for new hires after they finish training. Hold meetings at the beginning of each shift to lay out expectations and answer questions. Give current KPI results and feedback on quality infractions after each shift. Prepare reports for attendance, system issues, mentor feedback, and quality monitor results. Use KPI results to track progress and certify new hires on required metrics. Oversee payroll, ensure call center policy adherence, and create spreadsheets and PowerPoint presentations for team meetings. Execute appropriate disciplinary action when needed. Direct 15 to 20 in-/outbound research interviews via Sytel auto dialer; govern team to meet or exceed KPI’s.
Develop & preside over regular KPI incentives for video departments.
Created weekly contests as motivation to exceed KPI goals.
CareCentrix Tampa, FL 2015 – 2016
Patient Account Specialist, (8/2015-4/2016)
Resolved patient issues on in-/out bound calls; researched and documented, summarized and closed each call appropriately. Worked with internal and external customers to obtain appropriate medical documentation, work orders, proof of delivery, and other documents to resolve open account issues. Determined financial responsibility and collected outstanding balances. Handled payment issues such as over payments, refunds, and adjustments; took suitable action. Retained confidentiality and data integrity while, adhering to HIPAA, company policies and procedures; prepared payment plan agreements and other documents including Medicare/Medicaid verification.
Exceeded QA goal every week; score consistently remained at 100%.
Collected past due balances, negotiated reduced balances and made payment arrangements.
Advised and assisted new employees during training period.
PLANET HOME LENDING, Tampa, FL 2014 – 2015
Customer Service Representative, (5/2014-7/2015)
Answered mortgage related questions and concerns including escrow analysis increase, mortgage details, and payment issues. Troubleshoot website issues, and offered payment options as well as up sell refinance options. Transmitted documents, statements and needed forms for set up and cancellation of services. Handled escalated issues and reached resolution.
Processed up to 100 customer service inbound calls daily.
Met and exceeded monthly QA goal.
Trained and supported new staff.
CAPITAL ONE, Tampa, FL 2013 – 2014
Senior Customer Service Representative, (10/2013-5/2014)
Processed all reward activities up to 70 per day. Redeemed rewards for reimbursements. Updated accounts and resolved problems including escalated issues; assisted customers with various matters such as travel arrangements, reward options, and miles. Prolonged an ongoing working relationship with customers to resolve issues; investigated possible fraud with appropriate department.
Consistently asked to help struggling co-worker and cover overtime; was dependable and company minded.
Perfect attendance.
HOME SHOPPING NETWORK (HSN), St. Petersburg, FL 2012 – 2013
Customer Accounts Specialist, (05/2012 -10/2013)
Managed all activities related to customer interactions; corrected customer issues with partners, vendors, and shippers. Assisted the team with recovery issues when needed.
Established and maintained working relationships with customers, colleagues, and supervisors.
COCA COLA ENTERPRISES, Tampa, FL 2005 – 2012
Customer Service Supervisor, 02/2007-5/2012)
Supported employees’ success in customer satisfaction and service delivery. Worked with other departments on sales contests and to clarify information; helped Lead Supervisor in hiring/promotion decisions of new employees and customer service leads by providing feedback. Led individual coaching sessions and executed disciplinary actions when needed.
Supervised 15 – 20 customer service agents and over 100 inbound calls daily per person.
Reviewed daily attendance for payroll approval.
Reviewed resumes and gave mock interviews to help employees advance in the company.
Analyzed performance metrics with emphasis on available intranet tools.
Built team morale with team building activities and refresher training.
Year-end performance reviews.
Education & Training
Continuing Education Certificate in Management and Supervision
University of South Florida, Tampa, FL
Courses
Supervising Your Employees
Coaching and Mentoring
Understanding Yourself and Others
Supervisors and the Law
Managing Performance Improvement
Nielsen Sponsored Lynda.com Courses
Motivating and Engaging Employees
Having Difficult Conversations
Managing Conflict
Supervising Multiple Generations
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