Continuous Improvement A Team

SHARON.D.BALLARD

Email: ************@*****.***

*** ******** **

Bedford,Ohio 44146

Phone: 216-***-****

CORE COMPETENCIES INCLUDE:

●Building a team that effectively supports client programs, products and services

●Leading workflow distribution and floor management to ensure service levels are satisfied (EWFM)

EXPERIENCE:

S&P Data/ Sprint 2019-Present

Retention Specialist Team

NBA Specialist

●Manage and oversee all activities performed by my team in the ensuring we adhere to our commitment to calling back our valued customers and applying promised adjustments.

●Lead the retentions specialist to ensure they provide the highest quality of service to customers

●Provide guidance on exception and escalation handling

●Work closely with the peers and site manager to increase standardization and shareability opportunities

●Lead the team towards a continuous improvement in NBA Usage

●Oversee target achievements, KPI, Quickbase, Knowledge Break Completions and provide guidance for improvements

●Monitor aging of open orders for exception management and escalation as necessary

●Attend meetings addressing issues and insights from customer interaction data as well as escalations initiated by customers or other teams

●Participate in cross stream projects to identify continuous improvement opportunities based on problem solving and root cause analysis

Marriott Solon Ohio, 2017- 2019

Inbound Call Center/ Loyalty Care Specialist

Home Agent

●Meet and exceeded quality and customer satisfaction goals to ensure customer satisfaction

●Assisted customers by answering questions related to accounts, procedures, and services

●Researched escalated account problems or complaints and recommend necessary adjustments to the appropriate departments.

●Assist customers with making reservations modifying and or upgrading there stay

Quest Recovery Services Canton Ohio, 2010-2014

Program Assistance

●Cconsult and developed relationships with mangers and clients to identify the performance and understand the gaps to develop appropriate learning interventions and solutions to there problem

●Create some learning tools which would support there ongoing recovery

●Monitor clients with daily medications

●Daily logged keep for each client on there progress and things that needed to be worked on

●Made sure choirs were completed

Sallys Beauty Supply Canto Ohio, 2004 - 2009

Customer Service Manager

●Assisted customers with calls and problems

●Provided monthly feedback and coaching development to team members

●Scheduled and facilitated weekly and monthly productivity meetings

● Interviews for new and existing employees and made staffing recommendation

●Daily Inventory

●Open/ Closed and daily bank drops

●Order products

●Faxed and or e-mailed over daiy

JFH Inc, Akron Ohio, 1993 - 2004

Customer Service Representatives/Supervisor.

●Accurately and efficiently input data utilizing the exceptional alpha-numeric keyboarding skills

●Collected on 30-90 day past accounts using negotiation skills

●Located hard to reach customers through a variety of skip tracing techniques

●Achieved team and individual goals by meeting and exceeding key performance measures

●Contacted new and existing customers via phone offering households and other products

●Performed side by side peer interview with potential new hires

● Developed reward and recognition programs

●Management to encourage exceptional performance

●Assisted employees and customers by answering questions related to accounts, procedures, and services

● Made recommendations regarding collection strategies

●Developed and monitor progress

●Ensured strict adherence to company policies procedures and guidelines.

●Developed sales techniques to drive revenue growth

EDUCATION

Tiffin University

REFERENCES:

Available Upon Request

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