Customer Service Call Center

JANICE LEACH

***************@*****.*** 980-***-****

**** ********* ******* *****,# * Charlotte, NC 28273

CUSTOMER SERVICE MANAGER

Specializing in High Volume Call Centers, Records Management, Staff Coaching, and Development

EXECUTIVE SUMMARY

Performance-driven Professional whose background reflects 10+ years of experience investigating and resolving customer issues within fast paced call center environments. Well qualified with a bachelor’s degree in Human Services/ Management backed by a history of success delivering exceptional service across diverse industries including financial services, insurance, risk management, retail and healthcare.

SUMMARY OF QUALIFICATIONS

Excels in prioritizing, organizing, and managing a fast-paced environment’s workflow to boost productivity and ensure achievement of aggressive deadlines and performance goals.

Effective coach, mentor, and trainer who is well respected and has the ability to motivate others to see the big picture.

Technically sound individual comfortable with computerized charting and documenting systems in addition to Microsoft Office applications.

Academically-driven Professional currently seeking to complete a Master of Science in Public Administration at Kaplan University.

Areas of Expertise

Office Management – Loan Document Processing – Medical Terminology – Team Leadership & Supervision –

Records Management – Precise Documentation – Interpersonal Communications – Inventory Control - Staff

Training - Mentoring & Coaching – Ensuring Regulatory Compliance

Charter Communications – Charlotte, NC

Sr. Employee Services Center Representative April 2019 to Present

●Coordination the day-to-day with the Human Resources processes, administration entering of employee data and employment changes into the company’s Perceptive Content system, maintaining employees records in the Company’s Records Management System.

●Responsible for document receipt, imaging, quality monitoring and fulfillment of customer requests associated with Charter Communications’ electronic HRMS. Utilize PeopleSoft to locate employee records needed to complete requests for verification of employment and wages

●Enter HR data transactions in a timely and accurate manner, ensuring the highest level of data integrity and confidentiality.

●Answer incoming calls providing excellent customer service to employees and candidates on a variety of onboarding, payroll, and other HR issues.

●Process verification of employment from various organization

●Gathered personal documents from perceptive contents software and place in employee files using utmost confidentiality using Records Management System ( People soft)

●Manage time effectively in accordance with ESC service level agreements and performance standards.

REVERSE MORTGAGE SOLUTIONS - CHARLOTTE, NC MAY 2015 –

2019

Customer Service

Advanced to Customer Service position, tasked with providing knowledgeable service to customers regarding their reverse mortgage claims processes.

Proficient as a top performer within a fast- paced call center environment, responding to complex issues while assisting in the processing of 25-30 claims daily.

Collected, reviewed and validated loan documents; assessed income, credit, and prepared applications; reviewed credit reports and calculated ratios.

Earned top scores and awards for quality (consistently over 98%) while responding to 50-70 inbound and outbound calls.

Demonstrated a deep knowledge about mortgages, compliance processes and procedures.

Coached, mentored and trained staff on best practices.

Client Inquiry Specialist

Served as a key resource of voice-of-the brand liaison leveraging solid communication and problem-solving skills to address customer inquiries via inbound and outbound calls.

Demonstrated solid and comprehensive knowledge of reverse mortgage products.

Identified customer goals, issues and problems and transfer leads to loan originator.

Surpassed aggressive goals of 10 transfers per day, continually achieving 15-20 transfers to loan originators per day.

Exceeded monthly call production goals, achieving over 120 calls per day.

Recognized as a top performer, earning distinction for exemplary service by senior management.

PEAK RESOURCES - CHARLOTTE, NC 2014-2015

Certified Assistant

Handpicked based on vast industry expertise to deliver hands-on patient support 12 patients at a time as a CNA.

Fostered a collaborative approach between patients, nurses, and physicians to ensure the timely communication of alterations in a patient’s behavior or treatment plan.

Maintained patient stability by validating vital signs and weight, testing urine, and accurately charting findings.

WAL-MART, INC. – CHARLOTTE, NC

2012-2013

Customer Service Manager

Capitalized on outstanding communication and conflict resolution skills to maintain accountability for 30-40 cashiers in addition to maintenance crews and customer service representatives.

Accomplished objectives by coaching and disciplining employees as well as identifying customer service trends and determining system improvements.

Optimized operational performance by mitigating and resolving escalated customer conflicts with zero impact to existing operations.

Cultivated and preserved key relationships with customer allowing for repeat business development opportunities.

Successfully fostered the promotions of two Cashiers into Assistant Managers.

CYPRESS OF CHARLOTTE - CHARLOTTE, NC

2008-2011

Certified Assistant

Liaised with healthcare professionals to manage the total care of one patient at a time. Led the management of daily activities for patient coordinating administration of treatments, medications, and feedings.

Cared for patient through continual support of personal hygiene and facilitation of daily operations.

Thoroughly evaluated daily response to patient medications and treatments.

Educated and instructed caregivers on homecare plans.

Interfaced with physicians to discuss interventions with medications.

Guaranteed a positive and safe environment for patient at all times.

ADECCO, INC. - CHARLOTTE, NC

2008-2012

Insurance Claim Investigator/Call Center Support

Communicated directly with customers to ensure the efficient response to inquiries and updates on existing claim investigations.

Worked collaboratively with third-party insurance providers to resolve obstacles.

Garnered complex data and translated results to field adjusters in a timely manner.

Thrived within high-volume environment specifically catering to clientele requiring insurance claims following Hurricane Sandy.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Science - Focus in Human Services/Management - GPA 3.67 - University of Phoenix

Associate of Arts - Focus in Healthcare Administration - GPA 3.8 - University of Phoenix

Related Coursework: Records Management, Office Management, Inventory Control, Staff Development and Training, Microsoft Office Suite.

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