Experienced Call Center Supervisor committed to an exceptional customer service standard. Addressing and solving customer concerns with speed, accuracy and professionalism. Is resourceful and consistent in achieving and or exceeding department safety, employee retention, cost, accuracy and productivity goals. Ability to troubleshoot issues, problem solve and experience to ensure customer satisfaction. Maintain a high level of professionalism, patience and efficiency. Motivated, supported and supervised group consisting of 20 - 35 representatives. Committed to success through effective communication skills, coaching, counseling and training. Establishing SMART goals, accountability, personnel and workflow management. Compile, measure and maintain accurate records for precise and successful employee development and evaluations . Development and implementing policies and procedures. Proactive in high call volume environments. Exceptional customer service skills and telephone etiquette. Seek to learn, build new knowledge and skills for advancement professionally, personally and spiritually.
Promoted to Call Center Supervisor in 2004
A Top Graduate of Management Academy 2003
Promoted to Call Center Quality Assurance Lead. 2002
Main contributer for implementation of the Quality Assurance Position in department.
Promoted to Call Center Lead/Trainer. 2001
Promoted to Phone Trainer. 2000
Top Upseller, in history of department.
SuperstarTelephone Order Representative.
2 Time Employee of the Month Award.
Created and implemented system enhancements - upsell and order production system screens.
Successfully trained staff company wide in order processing and reject systems, databases, policies and procedures while focusing on minimizing errors.
Streamlined Telephone Order Center Training Manual.
Facilitated onboarding of new employees for department.
Created, edited and distributed documents to keep staff informed on policies and procedures.
Created and maintained department procedures manual.
Achieved many “exceeds expectations” ratings on performance reviews, including employee safety, employee retention, production, developing working relationships within company with staff, peers and managers of Order Entry, Marketing, Merchandising, Human Resources and Customer Service.
Investigated and analyzed customer complaints to identify and resolve issues.
Performed administration tasks for department, and upper management including CEO. Filing, developing and maintaining spreadsheets, daily, weekly and monthly reports, reference material for inter-departmental use as well as other departments in company .
Ensured staff is equipped with all necessary supplies.
Developing, implementing, training and monitoring programs to maximize customer satisfaction, representative production.
Ability to address and resolve negative customer feedback immediately.
Provide a high level of productivity and leadership support.
Preparation, evaluation and maintenance of company, department and representative records to identify areas for improvement.
Effectively communicated with team members to maintain clearly defined expectations.
Manage costs to stay within allocated goal
Develop and implement policies, procedures and process improvement.
Change to existing methods to increase the accuracy, efficiency and responsiveness of the order department.
Quality interviewing appropriate personnel.
Develop process improvements to enhance efficiency and effectiveness of inter-department call center operations.
Facilitated information flow between customer service, order representative, operations, quality assurance, training and data entry departments to guarantee call center objectives were met.
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