Candidates About

Lorraine M. Goodridge 

Summary                                                                                                                                                      

Enthusiastic, results-oriented Customer Service professional with 12 years’ experience in fast-paced, high volume environments, 4 years focused specifically on management/leadership. Primary experience in management, quality, training, development and process analysis.  Sharp understanding of business priorities, a genuine team player, committed to managing operations.  Passionate about motivating associates through direction and coaching.  Dedicated to providing excellent customer experiences and making operational and procedural improvements resulting in efficiency gains.  Superb leadership, communications and team building skills.  A flexible pacesetting management style with a proven track record of KPI attainment.

Areas of Expertise/Experience                                                                                                                    

Current Professional Experience                                                                                                               

Culture Service Growth                                 San Antonio, TX                                             2014 – 2018

Senior Operations Manager - Key accomplishments:   Achieve monthly SL KPI goal of 60% for over 12 months consecutively (Personal Lines) and 5 months consecutively (Billing).   Achieve 5% monthly attrition goal for both LOBs, (Personal Lines) 11 months and (Billing) 4 months respectively.   Quality Assurance monthly performance gains of 2%-5% month over month for both LOBs   Generating top QA outcomes of all LOBs within assign campaign (Personal Lines) for 2 years, and largest overall improvement (Billing) of over 30%-point increase to exceed internal KPI goal and achieve client KPI goal of 90%. 

·         Lead and supervise 2 departments within our largest client campaign, tasked to motivate and develop 7 Front Line Supervisors and approximately 100 to 140 front line associates to deliver distinctive client programs that exceed customer expectations.

·         Apply analytical and data management skills to drive continuous improvement in service delivery. Examine internal processes and identifying opportunities to streamline and create efficiencies.

·         Work with other operational team members to ensure all client work request are successfully scoped, scheduled and implemented in agreement with the customers operational, technological and scheduling requirements. 

·         Resolve issues, calculate call center performance, and analyze reports. Prepare and develop schedules to manage adequate staffing levels.

·         Responsible for planning, managing and coordinating the daily operations by organizing and managing Supervisors to ensure the work is accomplished in a manner consistent with the organizational goals.

·         Oversee growth of the operation while still maintaining superior service.

·         Coach Supervisors on the principles that underlie performance management process, especially in difficult situations.

·         Weekly identify trends or problems that impact clients and propose process action plans.

·         Developed Operational Reporting Metrics to track weekly and monthly workflow.

·         Analyze, interpret and integrate data to build high performance teams.

·         Effectively deliver Quarterly Business Report presentation to Senior Management.

Culture Service Growth                                 San Antonio, TX                                             2013 – 2014

Operations Supervisor – Key accomplishments:  Created brand new team of 15 front line CSRs and 1 Team lead upon hire and develop team to hit client KPIs within quarter of hire.  Daily duties included:

·         Lead team members by focusing on CSG’s mission and core values, to promote a positive culture and environment, and to achieve world-class customer service.

·         Train and coach team members via quality reviews and assessments, with a focus on individual and team excellence and continuous customer service improvement.

·         Guide team leaders in daily performance tasks.

·         Manage all changes and ensure associates are change-ready to maintain smooth campaign operations and fulfill customer service aspirations.

·         Confirm all calls are answered in a timely manner, and all contact center procedures are followed correctly.

·         Ensure customer service quality by instilling punctual attendance and adherence to shift schedules by all team members.

·         Analyze call volume, handle times and other processes on a continuous basis; keep other management members informed of call trends to guarantee SLAs are met.

·         Manage team performance on contact center system.

·         Design and implement monthly performance tracking program.

·         Answer inbound or make outbound calls as needed for campaign requirements.

·         Partner with other campaign supervisors and department managers/directors to achieve team and department goals. Work with other teams and supervisors in collaborative effort to optimize resources and results.

·         Resolve issues, calculate call center performance, and analyze reports. Prepare and develop schedules to manage adequate staffing levels.

Catholic Charities                                          Lawton, Oklahoma                                         2011 - 2013

Case Manager Assistant – Key accomplishments:  Create office reporting that captured monthly and yearly demographic data which helped simplify source material for future funds procurement for program.   Daily duties included:

·         Handle inbound calls from potential clients to provide financial assistance and or local resources.

·         Create statistical reports for Archdiocese of Oklahoma City for Lawton Regional Office

·         Handle intake for emergency assistance clients and create client packet to support why financial assistance was provided.

·         Handle various office duties such as filing, creating correspondence, faxing, handling petty cash, purchasing office supplies, scheduling appointments, and creating charts.

·         Conduct in-take appointments for Emergency assistant client.

·         Experience with Disaster Relief with 2013 Oklahoma City/Shawnee/Moore Tornados

·         Providing budgeting, life coaching, and financial relief during intake assessments

·         General office support work and or other duties as assigned.

Additional Call Center Experience                                                                                                            

JP Morgan Chase Bank                                 San Antonio, TX                                             2003 - 2005

Transaction Monitoring & Control Analyst – Key accomplishments:  Assisting in the transition from Witness to NYCE Call Recording Software to include implementation, testing, and training of applicable staff.   Daily duties included:

·         Update monitoring system named Witness to ensure call monitoring for call center.

·         Copulate data for reports utilizing software programs such as Excel, Business Objects, and Access, for daily, weekly, and monthly statistical reports.

·         Audit reports to ensure transaction accuracy for customer service.

·         Computes, records, and proofreads data and other information, such as records or reports.

·         Create job training manuals and facilitate job training for entry level to managerial level employees.

·         Attend and represent site as Witness Admin for any and all software/program roll-outs.

·         Six Sigma trained and therefore responsible for analyzing data and statistics to measure and improve operational performance.

JP Morgan Chase Bank                                 San Antonio, TX                                             2002 – 2003

Measurements and Evaluation Analyst – Key accomplishments:  Create mock calibration sessions to build better relationship between QA and Production.   Daily duties included:

·         Provide Quality assurance monitor of Call Center Inbound calls through the use of the quality monitor system Witness.

·         Primary job function was to ensure call caliber and call adherence to set policy performance indicators and standards.

·         Provide coaching with weekly and monthly evaluations to enhance the performance levels of staff, supervisors, and mangers.

·         Provide additional training for established employees and training for newly hired employees to ensure business rules, legal regulations, policies and procedures pertaining to processing of transactions and handling of calls were adhered to and train management to ensure Quality Assurance work-flow changes are being held to.

·         Responsible for Retention and Customer Service departmental employee call compliance of call handling and account transaction as specified by policy and processes for organization.

·         Communicate effectively and efficiently to motivate employees to enhance departmental statistics.

·         Attend and facilitate calibration sessions both site specific and cross site.

·         Run reports, data enter scores and opportunities into Excel spreadsheet, and quality database.

·         Developed training materials for classroom facilitated training, set up and breaks down classroom environment and facilitate meetings for agents and management.

·         Operate office machines, such as photocopier, and personal computers, and attend departmental meetings and, on occasion, record meeting minutes and create meeting notes.

·         Data Security Monitor, responsible for conducting walk-through to ensure confidential material was stored and or destroyed as mandated by company policy.

JP Morgan Chase Bank                                 San Antonio, TX                                             1999 – 2002

Customer Service Representative

·         Handle inbound calls to credit card call center to assist customers with the following transaction: billing inquiries, disputes, account maintenance, and concerns.

·         Assist with New Hires as a SME and Peer partner.

·         Review files, records, and other documents to obtain information to respond to requests.

·         Utilize problem solving techniques to assist callers within business and quality performances standards.

·         Effectively communicate verbally regarding complex situations and aid and or instructions within call, all while remaining calm and professional under pressure.

·         Demonstrated excellent telephone customer service skills, and the ability embrace changes.

·         Ability to multiple tasks, accurately enter data into computer, and the ability to sit at a computer for extended periods of time.

·         Ability to meet call center metric objectives such as, daily talk times, hold times, and call handling maintaining professional courteousness and call quality policies.

Education                                                                                                                                                      

Liberty University                                                                                                                  2011 - 2013

A.A., in Psychology

References                                                                                                                                                    

Upon Request