· Provided guidance and support relating to employee relations issues for 110 agents and 6 support agents. Coached and motivated team through the resourceful use of various creative techniques.

· Implemented employee retention program effectively impacting personnel turn-over rate.

· Skillfully resolved customer service concerns in a timely and efficient manner.

· Successfully managed project with 250 phone agents and 10 support representatives in a fast-paced, high-volume call center through the use of effective coaching, motivation and communication.

· Oversaw a wide range of Human Resource matters including performance reviews, escalated employee issues, reconciliation of disputes, implementing corrective action, and review of payroll records.

· Analyzed performance, trends and goals to improve productivity in call center operations; utilized Office 97 programs and COBRA reports to achieve these goals.

· Interacted regularly with clients; established goals, ensured quality, and provided high-level presentations and ad-hoc reporting.

· Provided assistance in implementing new projects, focusing on requests to enhance customer service.

· Administered center-wide training, performance enhancing projects, coordination and implementation of public relations events, evaluation of center procedures, and provided assistance in developing ways to recognize employees and their accomplishments.

· Hired, trained and coached contact center representatives to ensure delivery of superior customer service and solid technical support.

· Supervised and motivated staff. Provided assistance with career development activities. Conducted performance reviews. Dealt with employee matters of all types and at various levels.

· Developed strategies to ensure departmental performance management objectives were met.

· Implemented quality assurance procedures, maintaining and promoting positive employee relations.

· Facilitated solutions to problems and issues while promoting efficient customer service. Gathered and analyzed statistical data through a variety of company resources.

· Assisted customers with billing inquiries and technical issues. Created accounts, compiled statistical data, provided comprehensive product information. Facilitated problem solving.

· Conducted team briefings / training sessions; participated in center’s project roundtable meetings.

· Recruited and interviewed applicants, matching specific qualifications to job requirements.

· Managed human resources issues including Workmen’s Compensation, COBRA and FMLA.

· Directed orientations and seminars to prepare displaced employees for the workplace.

· Conducted on-site visits for volume recruiting sessions.

· Trained and supervised volunteers.