Nancy L. Ohrmundt
Port St. Lucie, FL 34952 (772) 873-0102
Nancy L. Ohrmundt
Port St. Lucie, FL 34952 (772) 873-0102
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Nancy L Ohrmundt February 18 2016_

Published on: Mar 3, 2016

Transcripts - Nancy L Ohrmundt February 18 2016_

  • 1. Nancy L. Ohrmundt Port St. Lucie, FL 34952 (772) 873-0102 LONG TERM EXPERIENCE IN CALL CENTER MANAGEMENT Delivers Strong Business Performance without Compromising Service Accomplished at leading teams of supervisors and associates for a major e-retailer contact center. Customer service focused on both our customer’s and employee’s overall experience. Valuing employees and holding them accountable to performance allows for my teams to deliver strong business results. Enjoys fostering a positive work environment with strong skills in team building, call center operations, training and personnel development. Diversified experience spans customer services, training, and project management. Engaging facilitator with strong customer relationship management skills. Skilled at managing resources, timeframes, multiple priorities, and creating partnerships to achieve goals. Professional Experience QVC St. Lucie, Inc. – Port St. Lucie, FL 2004 – Present Customer Care Supervisor • Directly manage and develop team to ensure they provide customers with world class customer service • Ensure both consistency of and compliance with company and departmental policies/procedures and performance standards • Implement operational plans to achieve designated objectives, established performance goals, and quality standards • Design, train and manage process for exception order project. Process was adopted across the entire network • Led seasonal projects including Enhanced Training Area (ETA), Team Leads, and Mentors. Participate in interview and selection process, training, and scheduling. Redesigned mentor program, rolled out new process and trained representatives. Mentor program adopted across the network • Participate in recruiting, interviewing and selections of new employees, team leads and supervisor candidates • Manage the operations of 3rd shift to ensure key business objectives were met • Conduct new supervisor on-boarding and training in the use of system tools, provide guidance and motivation to achieve performance objectives, encourage personal and professional growth. Provide direction and coaching to supervisors in the administration of daily activities to support the objectives of the shift and department • Utilize system reports and time management information to analyze call volume trends and implement proper work force adjustments • Develop effective working relationships across the site and network to share best practices and resolve business issues • Development Advocate • Wellness Advocate Page | 1
  • 2. Nancy L. Ohrmundt Port St. Lucie, FL 34952 (772) 873-0102 Township of Little Egg Harbor – Little Egg Harbor, NJ 2002-2004 Senior/Technical Secretary • Secretary to the Superintendent of Public Works Department. Duties included completing reports, payroll, processing employment applications, scheduling and conducting interviews • Scheduled construction department inspections, worked with contractors and residents to ensure all documents and building plans were in compliance with township building codes. Tracked progress of inspections to ensure timely issue of certificate of occupancy Express Scripts, Inc., Horsham, PA 2000-2002 CSCE Supervisor • Duties included the development, motivation and performance of Customer Service Associates. Provided performance counseling, handled disciplinary steps, as well as conducting seminars and training sessions for team members • Business partner for Boston, MA. Healthcare benefits organization • Partnered with Operations Department to monitor volume trends and implemented proper work force adjustments. Responsible for weekend site operations Additional Related Experience ATS Products, Inc., Bensalem PA General Manager Delta Paper Corporation, Levittown, PA Customer Service Manager Spiegel Inc., Bensalem PA Team Sales Manager Bensalem School District Teaching Assistant: Special Education Education: Northeast High School, Philadelphia, PA Philadelphia Community College – Business Courses Holy Family College – Computer Courses Certifications: Call Center Operation & Customer Service Seminars Myers Briggs Penn Foster - Medical Terminology Certificate Florida Notary Public IRSC - Photography Certificate Page | 2

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