Southwestern Oregon Community College

Coquille High School

Customer Service Manager

Thermal, California, United States

Provide impeccable customer service via email, social media, and review platforms. Train, coach, and mentor customer service team and leadership. Develop and maintain resources for all team members. Work closely with all departments to make sure everyone has the information they need to provide the best customer experience possible.

BlendJet®

Customer Service Expert

Partnering with clients to help them make the most of their business, make their life a little bit easier and help them continue to grow.Web Design, Search Engine Marketing, Social Media Marketing, App Design.

Custom Search Solutions

Chief Operating Officer

Supporting the customer service department and helping them provide a world-class experience for salon owners and individual stylists.

Bassett Salon Solutions

- Managing customer support for three high end start ups•	Projecting monthly cost for each client•	End of month tracking costs and preparing monthly billing statements for clients•	Creating internal variance report •	Develop weekly schedule based on volume forecasting•	Reporting daily, monthly, and year to date KPIs •	Action planning based on data collected for the department and company as a whole•	Develop and maintain quality process in collaboration with each client•	Hold weekly QA calibrations with team and client•	Hold weekly check-ins with multiple clients•	Screen and hire additions to the team•	Train, develop, and mentor colleagues for advancement within the company•	Create and deliver presentations for each client on relevant KPIs and contact drivers

Program Manager

Reporting daily, monthly, and year to date statistics and metrics• Update and streamline QA process• Assist in development of QA processes for specialized teams within program• Create weekly schedule• Hold weekly QA calibrations with team and client• Screen and hire additions to the team• Train, develop, and mentor QA team for advancement within the company• Create and deliver QA statistic presentations for the client

Quality Assurance Supervisor

Here At FCR my main focus is developing colleagues to their best potential. I also focus on internal report of metrics and trendsDeliver daily and monthly feedback to colleagues to assist them in reaching professional goals and metrics.• Develop and maintain training processes• Develop and maintain QA process• Train new colleagues on the policies, procedures, and tools to ensure they are properly prepared to deliver the highest level of quality for our members.• Coaching and up-training colleagues as there are frequent changes in policy as we are a part of a customer care team for a very up and coming company.• Create and maintain daily logs and reports for team tracking.• Reporting daily and monthly statistics• Assisting with monthly projections for program hours worked• Create and Maintain the team schedule based on call volume• Train new colleagues on the policies, procedures, and tools to ensure they are properly prepared to deliver the highest level of quality for our members.• Screen and interview new hires• Maintain training process

Glenna Smith