Customer Service Quality System
Resume:
Ft Worth, TX *****
Leticia Michele Hill
**********@*****.***
Profile
Professional with 21 yrs of proven success in contact center management, client satisfaction, and workforce planning. Thrives in multi-tasked, fast paced environments. Highly successful in building relationships in all levels of an organization. Outstanding oral and written communication skills. Reputation as a manager that develops and implements programs that ensures goal attainment. Highly effective at trouble shooting situations and implementing corrective actions.
Qualifications
Workforce Planning
ISO 9001-2008 Certified
Employee Appreciation Events
Government Contracts
Behavioral Interviewing
Employee Relations
Blue Pumpkin / CMS
Training and Development
Service Level Compliance
Career Highlights
Accomplished internal and external relationship builder with unique ability to quickly distinguish company and employee needs and build invaluable professional rapport with all levels
Hand selected to represent the department and participate in ISO training and certification
Successfully launched ten new departments including planning, hiring, and training of all employees
Maintain a Public Trust Security Clearance: World Trade Center 02/2012 – Health and Human Services 1/2012
FBI 10/2009 and United States Citizenship and Immigration 03/2006
Experience
American Specialty Health Sept 2016 – Present
Oversee a team of 15 + representatives
Coach and monitor Agents to ensure top quality
Monitor calls in the Fitness program
Watch call queue to ensure service level goals of 85% are met
Motivate Agents through positive recognition
Work closely with recruiting and training
Telvista Corp 10/2013 – Sept 2016
Supervisor call center – MetroPCS
Oversee a team of 20 + representatives ensuring monthly production goals are met
Consistently met or exceeded monthly quality goals
Strong team leader, team building and recognition
Consistently met attrition goals on a monthly basis
Coach and monitor the Agents to ensure they achieve their performance goals
Motivate Agents through positive feedback, encouragement and recognition
Work with Manager and Training dept to develop recurrent training for Agents
Work with intraday to ensure proper staff in place to meet service level goals
Write and administer Annual performance reviews
Strong relationships with recruiting, training, HR, IT and intraday
CSC 10/2007 – 5/2012
OPERATIONS MANAGER - FBI
Manage multiple teams of exempt (Supervisor) and 100 – 160 non-exempt (CSR) employees
Utilize coaching techniques to maximize potential of front line supervisors
Demonstrated proficiency in training, workflow requirements, and quality assurance standards
Implemented FBI Outbound program
Working knowledge of ACD/VRU Workforce technology
GUI system utilized for call type – Witness system used for quality monitoring
Maintained forecasting, staffing and scheduling via Blue Pumpkin
Maintained 75% plus occupancy to meet service levels of 95% with minimal margins
Maintained a 5% or below dept attrition on a monthly/yearly basis
Exceeded quality goal of 98% on a monthly basis
Generate daily, weekly, and monthly reports for the client and program managers
Built strong client relationships, communication via weekly/monthly meetings
Ennovex / Sub-contractor for CSC 10/2006-10/2007
Operations Supervisor – United States Citizenship and immigration Dept.
Successfully led a team of 15-25 representatives ensuring monthly production goals were met
Consistently met quality goals of 95% on a monthly basis
Coached and monitored via Witness Quality System
Siebel system utilized for call type
Implemented Mystery Shopper incentive increased score from 55% to 76% in one month.
Delivered constructive feedback and mentored non-exempt employees
Initiated disciplinary action and engaged employees in improvement plans
Team attrition under 1% on a monthly basis
Generated multiple reports relating to team’s performance and submitted to upper management
Approved time off requests and weekly timesheets
Beryl Companies 12/2001-06/2006
Customer Service Supervisor
Health Care Plans: Open Enrollment, Benefits, Consumer, Providers, and Prescription drugs,
Medicare Part D, Co-Pays and Deductibles.
Successfully launched 10 new Health Care programs to completion
United Health Care, Connecticare, Quest Diagnostics, Advance PCS, Student Insurance, Medicare Part D,
SSI (social security insurance), Knipper (Knipper recall program), Medicare/prescriptions
Outbound Programs: SSI (social security insurance) Knipper (recall program)
Coached and monitored via Witness Quality System
Successfully led a team of 15-50 representatives ensuring monthly production goals were met
Delivered constructive feedback and mentored non-exempt employees
Initiated disciplinary actions and engaged employees in improvement plans
Identify ways to increase retention and improve on boarding of new hires
Cendant Travel 12/1995-11/2001
Customer Service/Sales Supervisor
Successfully led a team of 20 + representatives ensuring monthly production goals were met
Sabre system utilized for call type
Coached and monitored via Witness Quality System
Maintained top performing team on a consistent basis
Sales Supervisor of the month, 9 out of 12 months
Delivered constructive feedback and motivated employees toward success
Utilize coaching techniques to maximize potential of front line supervisors
Initiated disciplinary actions and engaged employees in improvement plans
Additional Skills:
Achieve Global Leadership Training
Blue Pumpkin Scheduling System
Witness Quality System
Verint Quality System
CMS
Sabre
Excel
Outlook
Microsoft Word
Power point
Internet usage
Personnel/HR Assistants Skill path Workshop
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