Veteran call center Call Center Supervisor with a history of directing up to 15 employees in call center environments. Dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Hardworking leader with 6 years of progressive experience. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Desiring to dedicate knowledge and abilities to a dynamic role with with long-term potential.
Skills
Information tracking
Quality control optimization
Microsoft and excell expertise
Scheduling proficiency
Training delivery
Training coordination
Document management
Reporting skills
Employee motivation
Performance updates
Productivity benchmarks
Scheduling and calendar management
CRM and office management software
Data entry
Experience
01/2018 to 04/2021
Call Center SupervisorCommunity Health Association Of Spokane – Spokane Valley, WA,
Over six years in customer service, sales, and supervisor positions.
Facilitated individual coaching sessions with CSRs to realign productivity goals.
Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
Motivated customer support team in weekly meetings to increase productivity and achieve day over day goals.
Delivered constructive call process feedback.
Mentored new employees on tool usage and customer satisfaction and delivered constructive feedback to increase understanding of job duties.
Planned weekly meetings for 15agents on weekly basis and coordinated availability of conference rooms.
Evaluated employee job performance and motivated staff to improve productivity.
03/2015 to 01/2018
Customer Service RepresentativeForward Air – Irving, TX,
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assessed customer needs and upsold products and services to maximize sales.
Educated customers on special pricing opportunities and company offerings.
Evaluated customer account information to assess current issues and determine potential solutions.
Escalated customer concerns, store issues and inventory requirements to supervisors.
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