Customer Service Lead

Rate, USD
$30 / hour
Work schedule
Full Time,
Language skills
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About me

Over 20 years experience in customer experience 4 years experience in leadership. Strong communication skills with the ability pivot on queue. Highly adaptable and unflappable in high pressure situations. Team oriented and goal driven.

Professional area


September 2000 - June 2004 Highschool @ El Camino Real


June 2021-Present Customer Service Team Lead @ Mutual of Omaha Mortgage

Communicate with marketing and developers any Salesforce, Yonyx, or Five9 errors vis Basecamp.
Assist marketing and developers in testing new Salesforce, Yonyx, and Five9 processes for Customer Service
Audit and report phone calls to ensure proper dispositioning and quality assurance on multiple campaigns using Five9, Saleforce, and Yonyx
Live listen to team member providing support
Deescalate angry customers to ensure proper customer call escalation processes are followed
Monitor and report dialers to ensure proper employee usage via Five9 Supervisor
Notify Marketing when sales caps or other discrepancies affect automatic lead assignments
Weekly one on ones with each member of the team to ensure proper expectations have been set and answer any department related questions
Review and coach any failing quality assurance score monthly including legal discrepancies
Review corrective action forms with team member ensuring expectations are understood
Report and escalate any team member not improving after corrective action up to termination.
Monitor and report employees productivity via Five9 reporting
Coach each team member according to quality assurance guidelines
Monitor employee’s attendance and attendance occurrences
Update and create training materials as needed
Send out daily department conversion updates
Train team members on any new procedures or Policy updates
Answer all online inquires via Zendesk and delegate to the proper department

July 2019 - June 2021 Customer Service Representative @ American Advisors Group

Answer all phone calls according to the incoming dialer utilizing the correct campaign.
Traffic phone calls to the correct party or department.
Screen new prospects with the goal of transferring all eligible candidates to a Loan Officer
Effectively communicate using email, phone and Skype internally and with borrows.
Activity track all new transfers.
Assure new prospects have been assigned to correct Loan Officer
Escalate all customer complaints with in company policies.

July 2018 - June 2019 Western Dental & Orthodontics, Corporate @ Sales Service Representative

Interact and schedule patients according to proper dental treatment sequence
Ensuring doctors have an even and efficient work load.
Properly notate all dental treatment codes and campaigns used for each appointment.
Properly quote and explain all new treatment contracts including explanation of benefits used.
Quickly verify benefits for all new patients.
Up sale additional services and plans to ensure patient is utilizing proper benefits.

September 2014 - September 2016 Customer Service Representative / Project Management / Ecommerce sales @ World Trade Printing Center

Receive, review, and submit quotes.
Follow up with production, vendors, and sales staff to ensure projects are on schedule.
Ensure all files are received to meet deadlines, and press checks
Inside sales
Backend web site (Evloution) updates.
Interact with vendors, merchants, sales staff, and potential customers over the phone as well as via e-mail.

October 2005 - October 2011 Desktop Publisher/Ad Control/Acting Lead @

Receive, log, prioritize all orders.
Interact with sales staff, upper management, and other departments over the phone as well as via e-mail.
Track and log staff productivity.
Coordinate production to ensure a steady work flow.
Resolve any staff questions regarding sales wants/needs on individual ads.
Ensure sales staff is aware of all deadlines pertaining to their ads.
Escalate any issue with sales staff to management to ensure a smooth production process.
Direct staff to meet and maintain all shift goals.
Communicate all unresolved issues with the next shift lead.
Write and send numerous daily, weekly, and monthly reports.
Build, proofread, send out ads.

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