Nicole Osbun
Call Center Supervisor National Shipping Claims Center-effortless Certified Challenger-covid Layoff @Staples
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WORK HISTORY
Call Center Supervisor National Shipping Claims Center-effortless Certified Challenger-covid Layoff @Staples
4/2021-Present- Reduction in Force -Severance Virtual remote office • Call Center Manager for all Staples Shipping Claims • Moved team from 800 plus case load and low customer satisfaction rates to less than 50 cases per rep/5 day turn around on desk, full case management, and consistently ahead of vendor approval/payout. • Cut cost of shipping center by controlling daily workflow- reducing staff hours and eliminating need for overtime during busiest shipping season • Completed Effortless Customer Service Certification- Challenger Training • Maintained relationship with UPS vendor • Team consisted of virtual employees in 4 States and Canada • Wrote additional training on Customer Service Transactions-CAUSE
EDUCATION
DeVry University
Business Administration and Management, General
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