Rochelle M.
Senior Customer Service Supervisor
Open to offersNew to PlatformAbout
Rochelle M. is a Customer Service Supervisor with a decade of progressive experience at Foundever specializing in customer service, operations, and leadership. Her journey from a Customer Service Representative to a Subject Matter Expert and ultimately a supervisor highlights her exceptional performance and leadership skills. Rochelle has proven expertise in managing client relationships across two financial services lines of business, delivering outstanding white-glove customer experiences, and ensuring compliance with company and client standards. Her leadership style emphasizes team coaching, performance management, and process improvement, enabling the consistent achievement of KPIs and service quality standards. Rochelle adeptly handles escalated customer concerns and fosters strong cross-functional collaboration to enhance operational efficiency and customer satisfaction.
Experience
Customer Service Supervisor
Foundever · 2024 — PresentLead the daily operations of customer service teams handling two financial services lines of business. Supervise and develop team members to meet KPIs, quality standards, and service level agreements while fostering effective communication and personalized service with clients. Manage complex escalations involving sensitive financial issues and monitor performance metrics to implement coaching plans aimed at enhancing productivity and customer satisfaction. Collaborate with various departments to boost operational efficiency and customer experience in compliance with company and client requirements.Subject Matter Expert (SME)
Foundever · 2017 — 2024Acted as the primary operational resource for two financial services programs, providing real-time support to customer service representatives on complex account inquiries and procedures. Contributed to onboarding, training, and ongoing coaching aimed at improving agent performance and knowledge. Worked with leadership to uphold quality standards while addressing escalated customer concerns with a focus on compliance and accuracy. Cultivated trusted relationships with clients by delivering high-touch support and identifying processes for efficiency and customer satisfaction enhancements.Customer Service Representative
Foundever · 2015 — 2017Provided outstanding customer support for financial services accounts through phone and digital channels. Assisted customers with account-related queries while ensuring confidentiality and data security. Successfully resolved issues in a timely manner, consistently achieving productivity and quality targets, which led to a promotion to Subject Matter Expert.
Skills & Expertise
Education
- Bachelor of Science in Civil Engineering (Undergraduate)University of the Cordilleras · 2012 — 2014
- High School DiplomaUniversity of the Cordilleras High School · 2008 — 2012
- Elementary SchoolAguinaldo Elementary School · 2002 — 2008
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