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Work Background
FrontpointCustomer Service Manager
Sep. 2017 - Jul. 2019Vienna, Virginia, United StatesManaged <115 agents handling inbound and outbound calls up to 3,000 calls per day. Developed objectives for the call center’s day-to-day operations and personnel aiming for maximum efficiency and cost-effectiveness, ensured technology was utilized to a maximum and that staff were well-organized and productive. Collected and analyzed call-center statistics (interactions per hour, abandon rate, service level, customer service metrics etc.) Assume responsibility of budgeting and tracking expenses; Hired, coached and provided training to personnel to maintain high customer service standards. Evaluated performance with key metrics (accuracy, call-waiting time and prepared reports for different departments or upper management
Kromahfit Meals, LLCCompany Owner
Mar. 2017District Heights, Maryland, United StatesCreator of concept, recipes, marketing and operations to deliver quality, healthy, ready-to-eat meals to customers weekly. Grew company from a home based business to now working out of our own brick and mortar location.
ComcastRetention Manager
Mar. 2014 - Mar. 2017Silver Spring, Maryland, United StatesHelped manage up to 165 agents handling mostly inbound calls. Provided expert guidance to Account Executives to ensure call resulted in a positive, productive outcome. Helped to build a team committed to reaching - and surpassing - sales, service and operational business goals. Provided feedback and career development goals that enhanced the team's knowledge of the industry, products, and quality customer service and partnered with other leaders to share ideas, ensure positive working relationships and foster effective communication.
Men's WearhouseStore Manager
Jun. 2010 - Mar. 2014Hanover, Maryland, United StatesProvided and delegated exceptional customer service while assisting customers with wardrobe choices; formulated professional opinions about men’s clothing and styles in order to influence customers’ purchases through knowledge and expertise. Managed inventory of clothing and accessories and managed a staff of employees to drive sales and profitability, professionally handled difficult customer issues, etc.
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