Choice Home Warranty
(CSS Operations Manager)
Operations Manager (Oct 2023 - Present)
Manage and oversee daily customer service operations to ensure efficient and high-quality service delivery. Lead a team of customer service supervisors and representatives, providing training, support, and performance management to meet company standards. Develop and implement process improvements to streamline workflows and enhance customer satisfaction. Monitor key performance metrics, identify areas for improvement, and collaborate with other departments to resolve customer issues promptly. Ensure compliance with company policies, industry regulations, and best practices, while maintaining a customer-centric approach to problem-solving and service delivery. Foster a positive work environment, driving team motivation and engagement to achieve operational goals.
Senior Supervisor (May 2020 - Oct 2023)
I lead and manage a team of customer service supervisors, ensuring high performance and alignment with company goals. By developing and implementing solution-oriented strategies, I focus on improving team productivity, customer satisfaction, and service efficiency. I also handle escalated customer issues, resolving complex or high-priority concerns effectively and ensuring timely and satisfactory resolutions.
Customer Service Supervisor (Jan 2020 - May 2020)
Oversee daily operations of the customer service team, ensuring efficient and effective service delivery.
Train, mentor, and motivate team members to enhance performance and customer satisfaction.
Customer Service Representative (Jun 2019 - Jan 2020)
Assist customers with inquiries, orders, and product information via phone, email, or chat.
