• Oversee customer service team at inbound call center for Verizon customers, through Verizon business partner, PlumChoice Inc.
• Implement call center policies; oversee teams of 7-10 agents to ensure successful execution of required standards of operations and performance
• Monitor and evaluate CSR performance to provide feedback during coaching sessions, implement effective customer service strategies, assure quality service, professionalism and courtesy
• Dispatch Representative / Scheduling and Customer Service Specialist; October 2010 to June 2010; became interim Lead Customer Service Specialist, June 2010
• Contract to permanent position through Total Clerical Services
