Customer Quality Control

SHELLIE STOWE

***** ******** ****** ******* • Santa Clarita, California 91321-2169

s5y3eu@r.postjobfree.com • 818-***-**** c

BUSINESS ANALYST-CALL CENTER SUPERVISOR

Customer Relations / Efficiency Optimization / Team Leadership

Seasoned, motivated supervisor/analyst with 15+ years of success in call center for highly competitive enterprise. Attained numerous promotions based on performance excellence, customer satisfaction, and dedication to corporate objectives. Superior leadership abilities training, motivating, and developing top performing teams. Excellent communication skills evidenced through years of resolving customer concerns and addressing employee relations. Organized with outstanding multi-tasking and time management capabilities. Proven ability to maintain calm in fast-paced environment. Hold CIAC designation.

Core competencies include:

• Project Management & Ownership

• Process Analysis / Process Redesign

• Internal Systems & Process Controls

• Customer Acquisition & Retention

• Escalation Issue Resolution • Technological Solutions & Integration

• Trend Analysis & Recommendations

• Staff Scheduling & Workflow Efficiency

• Team Building, Motivating & Coaching

• Policy & Procedure Adherence

PROFESSIONAL EXPERIENCE

21ST CENTURY INSURANCE COMPANY AND FINANCIAL SERVICES – Woodland Hills, California 4/1993 to 12/2009

Achieved repeated promotions for insurance company founded in 1958, serving hundreds of customers across the USA and employing 6,000 employees during highpoint of business operations.

Call Center Business Analyst (9/2008 to 12/2009)

Compile operational reports on various call center metrics, including calls per hour, customer satisfaction, efficiency, mail and live chat, and extended services / cross-sale totals. Schedule staff to maximize workflow; coach on standards of operation and performance expectations. Monitor incoming calls to ensure adherence to policies, procedures, and scripts; initiate corrective action and promote operational cohesion. Report call center trends and implement process enhancements. Recommend and execute service recovery measures. Conduct random audits to ensure accurate information flow. Schedule supervisors to staff monitoring system for service level. Oversee leader share point site with resources and up-to-date information on new procedures and statistics. Directly supported 20 supervisors; indirectly supported 200 staff members; hold direct ownership of timely and accurate project completion. Maintain relations within supporting business units to resolve internal issues, including Human Resources, Workforce Management (WFM), and Quality Assurance.

Selected Contributions:

Maintained open lines of communication with team members, coaching on areas needing improvement and affirming areas of performance excellence.

Proactively sought knowledge on emerging industry trends and evolving call center practices to ensure current awareness of key issues relative to constant improvement of call center operations.

Collaborated in the development of the Rep View system to implement a paperless once and done environment for employees.

Addressed business needs by implementing measurable goals for customer satisfaction scores and efficiency totals. Keeping the call center appraised of their weekly successes and by doing so increased our customer satisfaction scores by 12% and our efficiency totals by 8%.

Customer Care Supervisor (4/2005 to 9/2008)

Supervised performance standards of approximately 15-20 team members. Handled essential staff management functions, including interviewing, hiring, scheduling, coaching, and disciplining. Appraised job performance; recommended compensation packages. Ensured adherence to policies / procedures. Trained representatives on cross-selling of products.

Selected Contributions:

Built top-performing team through solid motivational skills and accountability measures; increased productively approximately 15%.

Customer Care Word Processing Supervisor (9/2001 to 4/2005)

Supervised approximately 5 word processors charged with typing correspondence for four call centers consisting of more then 500 employees. Supervised 15 clerks responsible for processing of mail and developing quote packages. Handled employee scheduling and evaluation. Performed quality control over each area. Ordered supplies for all call centers. Managed database. Controlled company archives at off-site location.

Selected Contributions:

Improved process efficiency by an estimated 85% by revising quality control procedures and implementing systematic approach to production monitoring.

Utilized integration of technological process to streamline various practices developed online forms and spreadsheets versus previous hard copy procedures.

Implemented tracking tools to evaluate and monitor each representative’s productivity and progress.

Customer Care Team Lead (9/2000 to 9/2001)

Served as role model to call center representatives, demonstrating superior work habits, sound judgment, excellent interpersonal skills, and comprehensive knowledge of all products, policies, and procedures. Fostered positive internal / external relations through cooperative demeanor. Handled customer call backs following research. Coached and mentored team members. Ran various reports.

Selected Contribution:

Delivered pivotal assistance to supervisors in monitoring of telephone calls and handling escalated customer care calls.

Senior Customer Care Representative (4/1993 to 9/2000)

Achieved numerous promotions following initial hire as Representative Trainee, advancing ahead of typical promotion track to positions of Representative, Senior Representative, Specialty Representative and Senior Customer Care Representative. Granted greater responsibility and increased customer interaction throughout every promotion.

EDUCATION AND CERTIFICATION

Associate of Arts in Liberal Studies • LOS ANGELES MISSION COLLEGE – Mission Hills, CA

Certified Management Associate Designation (CIAC) • INCOMING CALLS MANAGEMENT INSTITUTE (ICMI)

Broker-Agent Insurance License #0D53712 (Residential Personal Lines) • STATE OF CALIFORNIA

Various Professional Development Seminars, including Seven Habits for Leaders, Leading Change Today, Performance Management, Change the Cycle, Coaching for Success, Anti-Fraud Awareness, Information Security Awareness, Anti-Harassment Training & Sarbanes Oxley Compliance, and First Aid & CPR

Technological Proficiencies: Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook), WordPerfect, Customer SAT, MicroStrategy 8, Avaya-CMS, Total View-IEX, People Soft 7.62, Siebel Client 6.0, Enterprise Billing, Enterprise Document Management, Workforce Manager, and ADR-Motor Vehicle Record

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