Sofi
Senior Manager of Member Experience
American Express Oct 2016 - Jun 2018
Department Leader - High Risk Fraud
American Express Mar 2016 - Oct 2016
Team Leader - Customer Engagement Network
Cablevision Jan 2013 - Mar 2016
Contact Center Supervisor
Cablevision Apr 2012 - Jan 2013
Lead Coordinator
Education:
Western Governors University 2014 - 2017
Bachelors, Bachelor of Science, Business Management
Western Governors University 2014 - 2015
Bachelors, Bachelor of Science, Accounting
Southern Utah University 2006 - 2008
Associates, General Studies
Skills:
Call Centers Telecommunications Customer Experience Customer Retention Customer Satisfaction Contact Centers Technical Support Customer Service Team Leadership World Class Customer Service Oral and Written Communication Skills Escalation Resolution Coaching Troubleshooting Quality Assurance Real Time Monitoring Social Media Rightnow Kpi Reports Time Management Department Coordination Leading Meetings Employee Training Telephony Voip Avaya Customer Support Remedy Ticketing System Telecommunications Billing Mobile Devices Cellular Communications Training Telephone Skills Telemarketing Call Center Development Wireless Team Building Microsoft Office Process Improvement Management Vendor Management Leadership Outlook Public Speaking Microsoft Excel Human Resources Program Management Performance Management Microsoft Word Business Process Improvement