I am responsible for the management and development of a team of approximately 25 customer care executives in an international call center right here in Grand Rapids. We handle guest inquiries round the clock and service over 40 different languages through email and phone contact. In my role I am responsible for not only the different administrative tasks that come with people management, but also employee productivity and quality. We work in a fast paced environment, so ensuring employee motivation and keeping up employee morale also plays a big part in my daily duties. I am also responsible for handling escalated complaint situations with our international guests and ensuring speedy and satisfactory resolution. As an international business I also spend a far amount of time interacting with our colleagues around the globe, from those within the United States, to our other international call centers in Europe and Asia.
As a call center we have experienced constant growth since I began in 2009, an encouraging sign for future development within the company. I have had the opportunity to help develop our newest staff members and also got the chance to spend 3 months in France helping open a new call center.
||Customer Care Team Leader
Grand Valley State University, Bachelor of Arts - Communications, Bachelor of Arts - French, Allendale, MI
||Dexter High School, Dexter, MI