Saralee Stona

Experience

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  Conduent

  Dec 2012 - Aug 2022

  Customer Service Advocate II

  Customer Service Advocate II Jan 2022 - August 2022Conduent, Naggo Head, Portmore Union Bank: Answer phone calls and assist customers with their banking inquires Floor Assist: Assist agents who take calls with their inquiriesSupervisor Assist: Help with reports of agents for attendance and performance, side-by-side coaching, audited graded calls and provided feedback and guidance to agents.Acting Subject Matter Expert (SME) Jan 2020 - Dec 2021 Conduent, Naggo Head, Portmore Blue Cross Blue Shield of Florida: floor assist, handling supervisor calls, auditing both client and internal calls and back office work, one on one and side-by-side coaching Hosting calibrated sessions with the clients of agents Doing necessary reports for quality and reports for the agents assigned to me on a monthly basis of their performance Hosting of team meetings, and roll-outs. Customer Service Advocate II Nov 2018 - Dec 2020 Conduent, Naggo Head, Portmore Blue Cross Blue Shield’s of Florida, Tier II Specialist: Assisted with complex inquiries/calls, worked in the backend office making written inquiries. I worked in special queues to assist a particular clientele. Chat Advocate II Jun 2018 - Nov 2018 Conduent, Naggo Head, Portmore ABU (Apple): Assisted in troubleshooting inquiries of various devices, worked multiple chats at a time while providing excellent customer service Customer Service Advocate II Dec 2012 - Jun 2018 Conduent, Naggo Head, Portmore Blue Cross Blue Shield's of Florida Tier II Specialist: Assisted with complex inquiries/calls, worked in the backend office making written inquiries. I worked in special queues to assist a particular clientele. Show less

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  ItelCX

  Jul 2023 - Oct 2023

  Team Management Team Development Coaching Activities Performance Appraisal First Level Payroll Set target goal, creation of action plan, weekly performance review, day-to-day operations meetings, payroll for supervisors and agents of business unit (BU), day-to-day business unit assignments/task. Set target goal, creation of action plan, weekly performance review, day-to-day operations meetings, payroll for supervisors and agents of business unit (BU), day-to-day business unit assignments/task.

  • Operations Supervisor

    Aug 2022 - Oct 2023

  • Operations Manager POC (point of contact)

    Apr 2023 - Sept 2023

  • Temporary Operations Manager

    Jul 2023 - Jul 2023
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  Ibex

  Oct 2023 - now

  Team Manager

  Team Management Team Development Coaching Activities Performance Appraisal First Level Payroll