Evelyn Hale

Experience

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  ServiceMaster

  May 2006 - Sept 2012

  Team Leader Claims Care Bilingual Department

  · Responsible for the bilingual department's workload assessments and Spanish operational processes that led to a 40% increase in productivity. Also trained new hires on company policies, procedures, and insurance updates.And substitute for a Bilingual customer service Supervisor for employee’s performance, attendance, and time off approval.· Processed and managed a cross-functional team of 15 bilingual agents, that specialized in ensuring quality, accuracy, and timely process of dispatching incoming, emailing claims, and following up with guests on home warranty repair status.· Accomplished company staffing needs by interviewing and hiring qualified bilingual customer care agents who were call center experienced to help manage the workflow in multiple departments. This helped increase service calls being answered from below 70% workflow to at least 90%. Show less

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  Verizon

  Sept 2012 - Jun 2018

  Customer Service Sales Supervisor

  · Collaborating with Sales supervisors and the Training department to ensure that the sales were following & meeting department goals and sales criteria for Verizon customers. This resulted in close to an 85% success rate with sales meeting department expectations. By making sure all sales department agents were fully trained on new policies and offers to successfully renew cellular contracts. This process helped orchestrate the sales team's improvements in contract sales and mobile purchases within a 15-month time frame.· Auditing sales agent’s monthly sales for bonuses and confirming all sales are accurate. This consisted of monitoring sales calls to ensure business unit goals and objectives. Analyzed sales processes and previous company sales tactics. Creating sales team processes reduced sales cancelations and increased overall franchisee experience from an average of 3.5 to 5.0.· Ensured sales performance reporting in the Zen Desk by assigning sales agents for callbacks for potential sales and upgrades. achieving a 75% reduction in the preparation time of standard mail-in paperwork. The legal compliance department was able to properly analyze any problematic trends and make the right improvements to avoid recurrence and properly de-escalate issues when needed.· Assisted in the hiring process for new employees and processed their onboarding, time and attendance, payroll setup, and tax forms. Used HRIS, ADP, and Microsoft Office for most of the hiring processes. Processed and tracked employee terminations and other changes such as leave of absence and communicated with HR teams for updates. Show less

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  Memphis Light, Gas and Water (MLGW)

  Jun 2018 - May 2021

  Section Customer Care Center Bilingual Supervisor

  · Implemented an effective coaching and training strategy that helped improve a cross-functional team of 15-plus bilingual agents. (7 remote agents and 8 in-house agents.). This strategy introduced workflow processes for two team leads, in a high-volume call center on company policy and procedures for customers with utilizes issues and work order tickets.· Authored updated bilingual customer service training for agents, by coaching them on how to provide customer care service, when to provide empathy, and using company resources to help guests choose the right payment plan for their utilities or processing service order tickets that will meet their financial needs.· Collaborated effectively with internal and external supervisors to ensure quality assurance, company goals, and daily reports to senior management that consist of company service calls per hour, team attendance, training, hiring new agents, and updating employee job performance. Overall, our customer care experience at our call center improved from a 78% response rating to an 86% positive response.· Assisted in the hiring process such as onboarding, time and attendance, payroll set up, and tax forms. Used HRIS, Kronos, and Microsoft Office. Processed and tracked employee terminations and other changes such as leave of absence and communicated with HR teams for updates. · Pioneered a balanced workload plan and devised a new operational process that led to a 42% increase in productivity in employee job performance. This process administrated the appropriate personal action and promoted customer service excellence to agents to meet customer reservation expectations. · Worked closely with Project Managers and IT department to aid in implementing remote work during COVID-19. I managed timelines, handled communications between leadership and IT teams, set expectations with stakeholders, and assisted in the planning and organization of projects following SaaS project management practices. Show less

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  The Walt Disney Company

  Feb 2021 - now

  WDTC International UK Sales and Support Team Lead

  · Processing international reservations for hotel stays, international flights, and car rentals Disney Guest in the UK & Europe. Also making sure our guests are accommodated with Disney parks at Disney World, Disneyland Paris, and Disneyland USA and incentives for booking their trip with Walt Disney travel company.· Managing multiple software application to make sure our guest is taken care of; this would include using Zendesk to process work order tickets within a 24–48-time frame of receiving. Which includes calling guests for reservation updates and cancellations. This process has decreased our call volume by 40% due to guests being given a confirmation number for an agent to follow up on their request.· Updating guests and my team members on American, European, and UK privacy laws when it comes to travel and booking flights, and international vacations. Also analyzing calls for feedback and supervisor updates on quality procedures and performance. Show less