Cindy Morada

1. Respond to customer inquiries and concerns in a courteous and positive manner, verbally and in writing, by:

o Determining and clarifying the nature of calls/emails and what action is required

o Resolving situations at the initial point of contact, if possible

o Explaining departmental policy and procedures in detail (including rationale)

o Searching accounts and explaining billings and adjustments

o Taking applications and cancellations for service

o Obtaining and entering meter readings into the Customer Care and Billing System and calculating consumption to determine normal usage

o Exploring reasons for higher or lower than normal water consumption

o Calculating and explaining consumption/cost difference between estimated bills and customer provided meter readings

o Arranging acceptable payment when customers are unable to pay by the billing due date

o Determining the need for meter inspections and scheduling appointments

o Initiating customer service requests through work management system

o Initiating outbound contact with customers to provide courtesy information

2. Perform account research, as required.

3. Perform other related duties consistent with the classification, as required

• Acted as client level liaison by participating in new brand launches, client conference, projects and calibration
• Responded to client emails and concerns in a timely manner taking ownership of issues that needs to be addressed in a daily basis
• Tracked and reported service performance data and metrics, interpreting results to identify trends
• First point of contact for customer escalations, including working with internal and external resources to resolve in a timely fashion
• Interviewed and recruited Contact Center Associates to become brand ambassadors and drive customer satisfaction
• Drove continuous improvement in accuracy and customer service and quality levels
• Documented processes and procedures as it relates to employee performance
• Conducted new hire training and cross trained new and ongoing development of existing employees
• Coached and developed immediate reports, creating a sense of teamwork and a client – centric culture
• Coordinated and managed daily activities of the team including reviewing of KPI’s to ensure targets are met

• Ensured compliance on Payment Card Industry policies and procedures in handling sensitive customer information
• Provided various administrative roles for the program as the manager’s point of contact for different departments to ensure efficient operation of day to day activities
• Performed statistical analysis for each individual agent providing coaching to ensure adherence to statement of work
• Developed process efficiencies to improve quality, moving my team's performance from 90% to 96.25%
• Managed, processed, and reviewed timesheets, payroll, and daily attendance of Call Center employees.
• Responsible for Annual Employee Reviews and Evaluations for call center representatives
• Formulated and implemented successful sales strategies
• Established measurement tools to measure and monitor calls for quality assurance
• Monitored and evaluated call center representative’s performance to assure quality service, professionalism and courtesy, and identify actions that can improve call quality and customer satisfaction
• Reviewed individual production, work quality, performance management and initiating corrective action as needed.
• Created action plans based on uncovered strengths and opportunities discovered through observation and data.
• Met or exceeded KPIs such as AHT, sales, client surveys, internal quality monitoring, and adherence through weekly development.
• Assisted with development and implementation of Employee Recognition Program for the past 5 years, raising employee engagement
• Held regularly scheduled staff meetings to provide a forum for open communication and conflict resolution and to ensure daily goals were met.
• Took part in the interviewing, hiring, training and evaluation process.
• Participated in various projects as assigned as well as performed all other duties as directed by manager.

• Acted as a hands on sales trainer, determining who can continue with the actual deployment of newly hired agents on the production floor
• Enhanced selling techniques of sales representatives by providing feedback thus speeding up learning curve of newly hired agents
• Coordinated with different departments like training, quality assurance, IT and operations to ensure smooth transition of newly hired agents from training to the production floor

• Demonstrated mastery of customer service call script within specified time frame ensuring that all calls are answered on a timely manner
• Made reasonable procedure exceptions to accommodate unusual customer requests
• Generated revenues for the company by obtaining orders and selling additional products
• Completed and updated customer records ensuring confidentiality and integrity
• Resolved issues on the first call by being proactive, patient, emphatic and understanding