Covid-19 Call Center Supervisor Resume Example
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COVID-19 CALL CENTER SUPERVISOR
Professional Summary
Proactive Call Center Supervisor 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.
Skills
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Work History
Covid-19 Call Center Supervisor, 08/2020 to Current
Ascension Health – Venetia , PA
Ascension Health – Venetia , PA
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Increased customer satisfaction through managing and scheduling agents to handle all customer projects quickly and efficiently.
- Directed call center traffic, paying attention to phone queues, and directing agents on their calls, chats, emails.
- Provided weekly coaching sessions to team members on performance issues and customer reviews.
- Met with team weekly on upcoming changes, current changes, and team attendance.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Created team rotations to man center effectively during peak hours.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Maintained knowledge of all programs/projects the inbound/outbound unit supports.
- Monitored and assessed staff performance and administered feedback daily, monthly and yearly.
- Reviewed leave requests and timesheets for approval/denial.
- Reviewed and administered quality and compliance checks daily.
Call Center Quality Analyst, 01/2017 to Current
Cleveland Clinic – Independence , OH
Cleveland Clinic – Independence , OH
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
- Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
- Applied local knowledge to evaluate advisor's customer interactions.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity.
Senior Mobile App Developer, 01/2017 to Current
Cb Richard Ellis – Horn Lake , MS
Cb Richard Ellis – Horn Lake , MS
- Created, coded, and published Kinder Dictionary/Kinder Chat/Kinder Chat Parent.
- Modified existing iOS & Android software to correct coding errors, upgrade interfaces, and improve overall performance.
Chat Team Lead-Contract, 05/2020 to 06/2020
Transcom, USA – City , STATE
Transcom, USA – City , STATE
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Followed through with client requests to resolve problems.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
Client Services Supervisor, 01/2000 to 12/2019
JDH Professional – City , STATE
JDH Professional – City , STATE
- Developed reports by compiling summaries for earnings, taxes, deductions, nontaxable wages, disability and leave.
- Directed meetings weekly between payroll, accounting and HR managers to identify and alleviate ongoing HR related issues.
- Updated employee files with new details such as changes in address or salary levels.
- Approved Timesheets for employees to show earned hours.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Provided support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
- Interviewed and recommended hiring and promotion of contact center staff, through partnering with Human Resources.
- Participated in meetings and recommend changes to policies and procedures.
- Connected with clients through consultative sales strategies to understand and address requirements.
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
Education
Bachelor of Science: Business, Human Resource Management, 05/2013
University of Phoenix - City, State
University of Phoenix - City, State
- Majored in Business/HR
Certificate: Phlebotomy, 01/2000
Navicent Health Baldwin - City
Navicent Health Baldwin - City
Accomplishments
- 2020 Kapla Leadership Award Recipient
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Resume Overview
School Attended
- University of Phoenix
- Navicent Health Baldwin
Job Titles Held:
- Covid-19 Call Center Supervisor
- Call Center Quality Analyst
- Senior Mobile App Developer
- Chat Team Lead-Contract
- Client Services Supervisor
Degrees
- Bachelor of Science : Business, Human Resource Management , 05/2013
Certificate : Phlebotomy , 01/2000
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