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Joined the Development group of the Collaboration Solutions team within the Corporate IT department.
Contracted to Henry Ford Health System (HFHS,) initially on the Departmental Applications and Programs (DAP) team within Corporate IT.
Moved to the Physician Connectivity Team in November, 2011
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Managed four Supervisors and seventy five airline support technical agents in an inbound call center environment. The center task was to supply hardware and software support for major airlines ( domestic and international ), travel agencies, hotels, rental organizations and cruise ships.
Internationally supported and managed support call centers for: France, London and Israel.
Developed a quality assurance program for overall performance. Trained supervisors and agents in The Quality Advantage.
Engaged the center in the quest for the Malcolm Baldridge Award. Spearheaded the feedback internal and external customer survey. Worked with CEO and Sr. Vice Presidents to reduce cost of 70 million dollars.
Managed six team leaders and twenty wireless agents in outbound and inbound call center.
Trained agents in quality, resolution and upscale of Sprint products.
Coached and developed agents in : AHT, transferring of calls, attendance, proficiency, productivity.
Developed reward and recognition program which included measurements.
Approved potential customers and businesses for wireless service and equipment.
Wrote the training manual for Best Buy's staff on cellular programming and technical issues.
Trained customer service representatives in navigating through the cellular systems.
Used: Transunion, Equifax and Dun and Bradstreet for corporate financial management.
|Training, Management ( internationally and domestic)|