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P.O. Box ,
Gazza Rd. Mapleville, RI , Phone: .., Email:
A seasoned 'handson' Manager
and Team Leader with plus years of knowledge/experience in a diverse
Call Center environment with well developed customer service and communication
skills, and a
broad knowledge in supporting
technology/operational issues for stores, Minute Clinics and all
Human Resource Inquiries for , employee’s nationwide.
Customer Service Leader/Provider
knowledge of Call Center Operations and Technology
Knowledge of Computers, Printers, Scanners and Software
Human Resources Subject Matter Knowledge
Trainer, Coach and Mentor
ability to bridge communications/knowledge gaps between technology and
recipient of Directors Award for Exceptional Performance
Business Integration Center, Smithfield, RI
Manager of TrainingCVS Contact Support Center
Redesigned the Contact
Support Center Training Program in collaboration with CVS/Caremark Organizational
Designed and Implemented
a new Customer Service Workshop in collaboration with Bryant University.
Effectively managed training
staff, conducted performance appraisals and managed performance and
Developed reporting and
minimum standards for training.
Directed the delivery of
training within the call center that produced meaningful, highquality
and timely service to customers..
Ensured Continuing Education
/ upskill training as needed for staff members and management.
Aligned training delivery
strategy to ensure all call center operational goals were achieved.
Collaborated with the call
center leadership to provide technical support or feedback as needed.
Participated in the development
and management of call center performance standards.
Championed innovation among
all colleagues. Lead operational, training, and organizational initiatives.
Collaborated with CVS/Caremark
Organizational Development to build an interface tool for CVSLearnet
to allow Temp Associates access to corporate training material.
Business Integration Center, Smithfield, RI
Operations ManagerCVS Contact Support Center
IS SupervisorCVS Contact Support Center
Maintained all aspects
of daily operations for inbound / outbound / offphone teams.
Direct management of approx.
staff members and Supervisory staff.
Made hiring and promotion
Authored and set individual
development plans and performance goals; Provided regular performance
coaching and feedback.
Conducted performance appraisals
and managed performance and development.
Ensured adherence to all
CVS policies and procedures and state and federal laws and regulatory
Partnered with the Workforce
Management Team, ensured intraday staffing needs were met.
Collaborated with the field
and store operational leadership to ensure actions of the Call Center
and staff met customer needs.
Drove innovation and sense
of urgency in call center team to lower Avg. Speed to Answer to sec.
or less and Avg. Handle Time per skill type to less than benchmarked
AHT of minutes or less.
Provided recognition and
rewards to team as appropriate
Conducted self in a manner
that engaged and inspired team performance.
One CVS Drive , Woonsocket, RI
IS Lead TechnicianCVS Contact Support Center
Provided work direction
and supervision for a team consisting of approximately FTE's.
Reviewed and monitored
real time service levels and daily performance reports to ensure that
established performance standards were met.
Monitored and evaluated
the quality of telephone calls. Reviewed and documented quality issues
with staff. Provided coaching and individual feedback to staff based
on the monitoring for performance improvement.
Provided results to each
individual and the team and to Manager,
Documented staff performance
issues and informed Manager
Monitored ACD statistics
and workforce scheduler for realtime agent performance and schedule
Recommended ongoing and/or
refresher training programs to address employee needs and skill development.
Reported problems relative
to Contact Center technology, including telephones, computers, databases,
and response time. Took action and followed up to ensure that the equipment,
software, and technology were operational and functioning properly.
Maintained a detailed and
uptodate knowledge of company workflow processes and escalation paths.
Served as a primary resource and subject matter expert in order to assist
staff with technical, service, and procedural inquiries.
Handled and resolved escalated
calls and customer complaints; determined appropriate action and/or
Made service recovery and
surveyed outbound calls as needed or directed.
Analyzed customer issues,
problems and call trends; recommended action steps.
Recommended and implemented
methods and procedures to increase the Contact Center's level of productivity,
efficiency, and/or quality levels.
and Professional Development
Branded Customer Service Workshop
of DISC Profiles