Customer Service

Directed and executed daily operations and activities of in-home daycare center in order to provide age appropriate instruction and care for children. • Conferred with parents regarding facility activities, policies and enrollment procedures. • Recommended methods of modifying inappropriate behavior and encouraging learning experiences. • Reviewed and approved menu plans and food purchases. Maintained all business records and activities of business. • Maintaining and observing environment and children’s activities. • Record keeping of individual children on a daily basis. • Communication with parents/guardians on any changes both verbally and written. • Provided emotional and developmental support for children. • Created age appropriate lesson plans. • Develops educational curriculum for children ages 1 year and up. • Develops and oversees daycare safety regulations. • Provides physical care for children newborn to five years. Forced to close due to Covid-19 because every parent of the children lost their job and were staying home with their children.

Provide accurate, clear, and concise responses to incoming student loan customer calls, with a focus on providing world class customer satisfaction • Perform processing functions necessary to facilitate first call resolution • Counsel customers on the various repayment options and Benefit Programs available to them • Flexible in shift adjustments to help department meet goals • Monthly bonuses due to excellent customer service Promoted to Supervisor after 3 years • Responsible for overseeing the day-to-day call center operations for a team of Customer Service Agents and Team Leads. This team is responsible for addressing and effectively dispositioning both inbound customer service contacts as well as any outbound contact efforts. Duties include motivating, coaching, counseling, training employees, and problem solving. Additionally, the Supervisor is responsible for assisting the Manager, Customer Service with development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs. • Monitor employee performance individually, and as a department, escalate concerns to management as needed.

• Make recommendations to management concerning staff and improvement of procedures. Plan and develop improved procedures. • Provide management with data analysis of the phone system activity (average talk time, abandon rate, average time to answer) and reports. • Provide scorecards to the employees. • Establishes contact with escalated customers for the purpose of resolving their concerns • Properly utilize the system applications for research of customer accounts • Communicate with other departments, employees, and management to resolve problems and expedite productivity. • Perform account research requests as needed • Ensure quality of all customer service functions by completing random audits of new accounts, invoicing process, disputes, and appeal resolutions.