A passionate servant who strives to honor and glorify God in every arena of my life. A Dedicated, flexible, self-driven, and proven professional who is collaborative and willing to do whatever it takes to ensure the timely and successful completion of every job.
Skills
Contact Center
Coaching
Customer Care
Mentoring
Problem Solving
Processes
Quality Assurance
Real-time
Reporting
Strong Verbal and Written Communication
Supervision
Workflow
Education and Training
Liberty UniversityWilkesboro, Expected in ā āBachelors:Business Administration/Management - GPA:
Buncombe Technical Community College, Expected in 06/2002 ā āAssociates:Science, Asheville - GPA:
Experience
Circle K Stores, Inc. - Donor Response Specialist Kingman, AZ, 06/2020 - Current
Assign specialty workloads to the Specialist team members
Readily available to respond to partner requests and escalated matters
Assist with the on-going training and development of the Response Center Representative staff
Provide immediate support as the Leader on Duty for staff and partner inquiries
Monitor staffing and coverage needs to ensure efficient handling of partner phone calls, emails and letters
Serve as a subject matter expert for the multiple specialty functions within the Response Center
Continual evaluation of work processes to ensure efficient handling as well partner-centric approach
Supervise the day-to-day activities of individual full-time representatives and seasonal associate staff.
Build a healthy culture and unity among the team.
Manage and schedule staffing to ensure capacity is optimal throughout the year.
Evaluate performance of every representative to ensure meeting or exceeding quality standards related to professionalism, accuracy, timeliness, and ministry in interactions with donors.
Monitor and audit the quality of phone calls, emails, and written correspondence.
Suggest improvements to workflow, donor experience, scripting and other procedures.
Continually evaluate workflow, donor experience, scripting and other procedures.
Listen effectively and discern to identify issues and resolve conflict.
Determine staffing needs and schedules in order to ensure proper coverage for business demands and workload allocation.
Motivate and inspire the production workforce in order to boost morale and performance as well as embrace company initiatives.
Developed and established the Brock & Jessica Foreclosure Call Center.
Provided real-time support to Call Center staff for caller inquiries and escalated matters.
Created and maintained all Work Instructions and Standard Operating Procedures for the team.
Created a centralized reference tool that houses knowledge for all 7 states covered by the Firm.
Ensured that all calls were handled efficiently, accurately and within Compliance and Financial Regulation requirements.
Facilitated new business opportunities made available to the department.
Determined staffing needs and schedules in order to ensure proper coverage for business demands and workload.
Provided Firm with daily and weekly reporting and insight into department performance.
Lowe's Companies Inc - Supervisor City, STATE, 12/2007 - 12/2013
2012 Loweās Top Contributor.
Served as the department Manager on Duty in order to more efficiently serve Loweās customers and meet our department and company objectives.
Created and revised corporate processes that accommodate the constant flux in the demands Loweās customers and business.
Daily collaboration with the Quality Assurance, Learning and Organizational Effectiveness, InfoCenter, Workforce and Support teams to ensure that Customer Care was consistently meeting Loweās customerās needs.
Assisted in the formation of the InfoCenter Review Board put in place to review procedural change requests.
Empowered a team of 150+ call agents/pros, in multiple sites, towards a one call resolution, customer focused approach to all aspects of their work.
Created Career Development Plans for my direct agents (12-24 agents) by utilizing their Performance Development Plan goals and expectations throughout the year.
Motivated and inspired the Loweās Customer Care workforce in order to boost morale and performance as well as embrace company initiatives.
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