Jennifer Cox: in springville, UT

Managed numerous teams within the customer care team, including our LTL, Jewelry, Parts, International, Pay Support and Market Partner. Worked with our Outsource team on staffing and agent development. Had a team of 3 supervisors, 10 team leads and over 150 agents. Worked with the development team to help with making Customer care easier for the agents to use and the customers to get a better experience. Approve Chat Staffing and forecasting Go through Benchmark and coach on the unsatisfactory surveys. Took escalated calls for upset customers and gave them exceptional customer service. Handle escalated customer situations as needed. Attend Operations meetings with different departments to discuss goals, objectives, and progress. Provide Updates as needed to ensure awareness of new policies and procedures. Provide coaching and feedback in circumstances that are warranted. Keep up on the attendance of the team. Conducted weekly team lead and supervisor meeting. Planned and executed many moral building activities, including Customer Care week, with staying in the budget given. Worked with Workforce Management to make sure that we had enough staff to answer the phone calls within the KPI's given.

Attended Quality Calibrations and calibrate phone calls with at home agents. Monitor both corporate and outsource partner chat queues daily. Approve Chat Staffing and forecasting Go through Benchmark and coach on the unsatisfactory surveys. Monitor the progress and assist with questions and access from the Chat team. Handle escalated customer situations as needed. Go through the Coupon report daily, looking for excessive coupons or credits. Attend Operations meetings with Outsourcer to discuss goals, objectives, and progress. Provide Updates as needed to ensure awareness of new policies and procedures. Provide coaching and feedback in circumstances that are warranted. Keep up on the attendance of the team. Perform weekly team lead meetings.

Outsource Coordinator 8/15/2005 - Attends Quality Calibrations and calibrate phone calls for Sento weekly Monitor both Sento and Corporate phone queues daily. Update the Call Volume calendar daily. Go through Benchmark and coach on the unsatisfactory surveys. Monitor the progress and assist with questions and access from the Escalations team. Handle escalated customer situations as needed. Go through the Org chart and update the white board once a week. Go through the Coupon report daily, looking for excessive coupons or credits. Attend Operations meetings with Outsourcer to discuss goals, objectives, and progress. Provide Updates as needed to ensure awareness of new policies and procedures. Keep on top of the Exchange program. Receive staff plan from Sento, send to WFM once a week. Work on a list of coupon and credit guidelines. Provide coaching and feedback in circumstances that are warranted. Keep up on the attendance of the escalations team. Attend the weekly team lead meetings. Clear out the level 3 and level 4 escalations from Right Now from the Sento agents.

Customer Service Lead Mentor Took escalated supervisor calls from upset customers. Helped 8-10 agents with questions. Coached agents on new policies. Monitored calls from the agents on the team and did quality scores on them. Attended quality calibrations once a week. Assisting the team in every day to day duties. Acting as team lead when needed before being promoted.