1. LINDA A. TROISI
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Port St. Lucie, FL 34986 (772) 359-6446
lindatroisi10@gmail.com www.linkedin.com/in/lindatroisi10
SUMMARY
Self-motivated professional with extensive large group management experience. Proven ability to
motivate, train and coach teams to exceed operational expectations in a high energy, fast paced work
environments. Ability to manage multiple priorities and flex style appropriately when interacting with
directors, associates and customers.
AREAS OF EXPERTISE
♦ Problem Resolution ♦ Process Improvement
♦ Employee Development ♦ Quality Assurance
♦ Customer Focused ♦ Drive for Results
♦ Team Builder ♦ Real Time Coach
PROFESSIONAL EXPERIENCE
QVC, St. Lucie, Inc. 2000 – 2016
International video and ecommerce retailer with broadcast, internet and mobile sales platforms in US,
UK, Germany, Japan, Italy, China and France. 17,000+ employees and global sales generating $8.8B in
revenues annually.
Customer Service Supervisor
Supervised 40+ non-exempt associates in E-Services, Customer Service and Order Service in a customer
driven environment. Delivered monthly and annual performance reviews. Ensured compliance with
policies, procedures and performance standards. Monitored incoming phone calls / emails / live chats and
handled escalated customer issues by developing workable solutions within corporate guidelines.
• Represented Eservices department in cross-functional work team to design and implement a MS
Access business process that streamlined department efficiency reporting of email productivity
response time and reduced representative performance analysis time by 20 hours per month.
• Ensured 20% of customer service associates were cross-trained in electronic service platforms to
encourage individual advancement and ensure adequate service levels during high volume
• Achieved 90% favorable rating for “Immediate Manager” on Employee Engagement Survey for
fostering a positive culture and work environment
• Led the internal recruitment team filling Customer Service positions with existing Order Service
associates which resulted in improved performance and minimized training dollars. Filled 25%
available positions
• Through the use of real-time feedback from customers, monitor interactions and representative
self-assessment; service expectations were optimized, representatives felt empowered and quality
results exceed US goals by 5% consistently
• Regularly achieved favorable budget variance on Units per hours (UPH) productivity goals for
emails answered and Live Chat sessions completed
LINDA A. TROISI (Page 2)

2. • Developed consistent scoring and coaching expectations for team members by attending and
contributing to Network Quality Call Calibration conferences
• Attended annual budget forecast presentations and quarterly budget reviews
• Implemented processes to address all line items at risk of a negative variance
• Participated in daily huddles to review key performance indicators and discuss strategies to
positively impact operation goals
• Implemented recognitions programs to increase morale, employee job satisfaction and retention
• Recognized as a Service Excellence Award winner – 2 years
OTHER POSITIONS HELD
Multi-Financial Consultants, Inc., Turnersville, NJ
Administrative Assistant
PROFESSIONAL DEVELOPMENT
• Myers Briggs Type Indicator
• Emotional Intelligence Series
COMPUTER SKILLS
♦ CCMS ♦ Avaya CMS Call Management System
♦ Pipkins Vantage Point 8.05 ♦ Workday
♦ Microsoft Office Suite ♦ myTime
EDUCATION
Archbishop Prendergast High School, Drexel Hill, PA
VOLUNTEER EXPERIENCE
Harvest Food and Outreach Centers