Elizabeth Baumgardner

Experience

• 

  Teleperformance

  Oct 2019 - now

  · Provided training and mentorship to the customer service team on delivering an excellent customer service to customers.· Monitored team performance to ensure high utilization of team resources.· Delivered and disseminated relevant and necessary information to all client-facing team members to ensure brand consistency and efficient service.· Created job description and recruited new members into the team.· Served as a liaison between customers and department stakeholders – sharing customers feedbacks across departments and advocating for them.· Monitored inbound volumes and response metrics Show less Oversaw the daily operations of 9-15 supervisors and up to 300 agents providing them with guidance and direction.· Coached and mentored agents to follow clear instructions and guidelines to resolve customer enquiries.· Recognized individual customer service needs and resolved any partner concern enquiry.· Provided first level support for general enquiries and customer support including: Inbound voice, complaints and escalation handling.· Ensured service requests and resolutions are being recorded in service tracking tools for quality assurance purposes.· Responsible for driving continuous improvement of all aspects of the call center.· Collaborated with clients to understand contractual requirements and update performance· Strategized with other stakeholders, to create and implement new processes to increase efficiency and improve customer satisfaction.· Worked diligently and efficiently with team members to meet and exceed set KPIs Show less

  • Human Resources Business Partner

    Feb 2023 - now

  • Customer Experience Manager

    Jun 2021 - Feb 2023

  • Assistant Call Center Manager

    Oct 2019 - Feb 2023