Andrea Kalebaugh


• Direct supervision of front line Membership Support staff • Main responsibilities included planning, assigning, and directing work, interviewing potential staff members, hiring, and training employees, appraising performance and evaluation of incentive program and fostering employee retention • Ensured that staff performance was in compliance with established procedures and met or exceeded departmental performance standards • Received, evaluated, researched and resolved customer issues that had been escalated and required a higher level of expertise to ensure customer satisfaction • Performed quality assurance monitoring to ensure accurate and appropriate information was provided in a courteous and professional manner to all customers