http://www.jobster.com/at/person/show/214255?hbxcmp=feed&hbxsrc=rss_user_answers http://www.jobster.com/at/assets/images/jobster/logos/rss_logo.gif http://www.jobster.com/at/person/show/214255?hbxcmp=feed&hbxsrc=rss_user_answers Sat, 16 Jun 2007 22:15:52 GMT Most recently updated answers by Marian Birch-Pelhan http://www.jobster.com/at/answer/view/217630?answer_class=AnswerBase ?? Manage a team of 12-17 Customer Service Representatives in inbound/outbound ?? Daily management of on floor activities ensuring proper & adequate staff training prior to project implementation. Monitoring & reporting of work flow throughout implementation ?? Continually support CCC reps in the enhancement of personal & professional growth through regular monitoring of staff performance for quality assurance Sat, 16 Jun 2007 22:15:52 GMT http://www.jobster.com/at/answer/view/217630?answer_class=AnswerBase http://www.jobster.com/at/answer/view/217629?answer_class=AnswerBase ?? Managed activities and performance of Direct to Consumer sales via outsourced customer call centers and fulfillment houses including remote monitoring and contractual SLA implementation ?? Development of programs to encourage brand loyalty and increase customer retention, including: call center script creation/implementation; training material development/distribution; ensuring call center agents achieve revenue and AHT goals; confirming orders are fulfilled and shipped; customer service issue resolution ?? Coordinate with Sales, Marketing and vendors to maintain consistency in brand positioning, messaging, timing and approach ?? Served on technology, personnel and core teams for the transition project to bring two call center and fulfillment vendors in-house, saving the company an initial $600,000 and ultimately $4 million annually. Sat, 16 Jun 2007 22:11:27 GMT http://www.jobster.com/at/answer/view/217629?answer_class=AnswerBase