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Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. I am extremely focus with over 11 years of experience in call center sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
•Effective Communication•Leadership •Empathy and Compassion •Conflict Resolution •Ability to Delegate •Problem Solving •Time and Priority Management •Confidence |
- Managing employees in a virtual environment including, the establishment of clear roles and responsibilities, setting clear objectives, assessing and tracking performance, providing feedback, training, and coaching.
- Acquire and maintain current knowledge of relevant product offerings and support policies to help our customer care team troubleshoot, analyze, and resolve causes of software problems.
- Demonstrate technical/professional expertise through problem resolution, while maintaining composure in critical situations and clearly communicate with both internal and external customers at all levels.
- Point of Escalation for the customer care team for customer facing or internal issues as needed Driven and ability to maintain knowledge of our software applications for our team and available resources to problem solve in a changing, fast paced environment Recognize, plan, and ensure training/development of front line completed as needed.
- Drive results to exceed outlined company goals in customer experience and productivity. Facilitate career path discussions with front line employees, and develop skills accordingly.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Manage a team of 11 CRT/Pro direct reports. Disseminate information in a filtered, clear, and concise manner from upper management to front line employees.
- Help support CRT reps to defuse escalation with positive resolutions. Handled escalated customer that requested upper management.
- Drive results by building and developing a strong diverse team and maximizing team performance. Specific measures include: Setting and communicating objectives and priorities and providing ongoing direction. Completing all required performance documents and conducting associated performance discussions (performance agreement/objectives, mid-year review, year-end review) by required deadlines
- Providing ongoing performance feedback, coaching, training and development .
- Taking appropriate performance improvement action, or administering appropriate discipline when employees do not meet performance standards or expectations . Ensuring a safe and ethical work environment by complying with the Code of Conduct and all Company policies Key
- Coaching and Development of newly hired transition Representatives, Focusing on System Navigation Representative Efficiencies Adaptations of Verizon Wireless Culture.
- Addressed Escalations with customers and Facilitated Debrief training sessions
- Identified areas of opportunities for efficiency
- Prepared and facilitated team meetings and debrief time • Develop (Transition leadership Iniative Program
- Provide exceptional customer service and technical support for internal and external voice and data product customers.
- Troubleshoot hardware and software issues and identify network/applications issues.
- Provide detailed information on how to set up/configure data and voice products.
- Verify provisioning and diagnose device or Network issues. Trouble shoot for PC Operating systems, specifically Device Manager and TCP/IP configuration.
- Use various administrative department tools and on- line resources for customer resolution. Use trouble ticket system for tracking customer interactions and problem resolution.
- Evaluate customers concerns and resolve problems to customer satisfaction. Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.
Lake City Hight School - LakeCity Sc,
Strayer University - Washington, DC
Professional Memberships and Activities Men In Leadership Program -Develop the program to help mentor our male supervisors and representatives that desired I results in the work place and outside of the workplace.
Elevate Program - Assistant to SM to help mentor our future leaders Buddy Rep Program -Develop to teach our elevate mentees that inspired to become Supervisors on leadership expectations.
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Resume Overview
School Attended
- Lake City Hight School
- Strayer University
Job Titles Held:
- Call Center/HBA Technical Support Supervisor
- Customer Service Pro /CRT Supevisor
- New Hire Employee Supervisor
- Global Tech Representative
Degrees
- High School Diploma
- No Degree
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