Linda Troisi has over 16 years of experience managing customer service teams and improving operational processes. She supervised over 40 employees at QVC, where she developed training programs, ensured quality standards were met, and increased productivity. Troisi also implemented recognition programs, participated in budget planning, and received an award for service excellence.

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