Karin Hernandez: Customer Care Supervisor in Foothill Ranch, CA

• Supervise a staff of up to 7 employees • Verify / Enter employee’s hours into ADP software daily • Create Break / Lunch schedules to ensure phone coverage • Approve refund requests • Process vendor orders • Coach and Develop CS employees • Document and create processes as needed • Complete monthly 1-on-1 scorecards

* Supervise Customer Care staff of 10 employees to include onsite and remote agents. * Point of contact for escalated calls and complicated issues that arise from external customers. * Approve timecards for staffing within ADP to ensure employee hours are compliant with work schedule. * Create and maintain employee scheduling to ensure breaks & lunches are adhered to for proper phone coverage to include spikes and down time. * Approve Customer refund or credit requests. * Process Vendor manual orders to confirm they are input into Salesforce/Oracle for proper processing. * Coach, develop and train Customer Service representatives based off job roles or responsibilities. * Create SOP's (Standard Operation Procedures) based off need or new implementations. * Created and developed Customer Service Score Cards to review Monthly Agent KPI achievement. * Facilitate weekly team meeting with Customer Service team to review team KPI's. * Staffing - conduct new hire interviews and screening. * Train and onboard Customer Service Representatives based on job responsibilities or roles. * Support Regional Sales team within Mid-America, West Coast, & Canada regions, (Approximately 15) * Assist and support Doctor Office Accounts with questions, orders, or concerns. (Mid-America, West Coast, & Canada regions)

* Supervise a staff of up to 15 employees during peak season. * Conduct monthly 1-on-1 meetings with each of my employees to review performance. * Monitor calls for each employee on a weekly basis to maintain quality. * Handle escalated calls and assist in resolving complicated issues. * Provide my employees with immediate coaching feedback on areas of opportunity. * Facilitate monthly team meetings with my direct reports. * Approve and process daily credit requests. * Verify / Enter employee hours into Kronos software on a daily basis. * Ensure schedule adherence by using scheduling software. * Administer appropriate disciplinary action in a timely fashion. * Conduct New Hire face to face interviews. * Co-Manage employee engagement / fun committee.