Ambitious sales and retention customer manager experienced in managing complex projects and driving productivity. History of integrity, reliability, and emotional maturity.
Skills
Call Center Management
Microsoft Office Suite
Attention to Details
Advanced Communication Skills
Energetic Work Attitude
Active Listening Skills
Work History
Sales and Retention Team Leader, 06/2007 - 10/2016 Cvs Health – Bartlett, TN,
Managed team of 21+ direct reports to ensure customer satisfaction goals were consistently met.
Stood in as call center manager point of contact in the absence of a senior manager.
Marshaled employee and call center productivity by monitoring service levels, handle time, and availability.
Focused on behaviors needed to improve performance. Completed a minimum of one 1:1 coaching session weekly with each employee.
Completed daily huddles with team to gather trends as well as gain commitments and set goals.
Monitored recorded and live calls to ensure commitments/goals were met and quality customer service was being provided.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Trained my team on new processes and kept them up to date with new communications.
Conducted monthly, mid-year, and annual performance reviews for each employee. Worked with manager and human resources to calculate yearly raise.
Audited, reviewed, and approved time-cards bi-weekly.
Administered corrective action as necessary.
Defused escalated customer situations calmly and courteously.
Met or exceeded service and quality standards every review period.
Beauty Consultant , 05/2005 - 05/2007 Merle Norman – City, STATE,
Greeted all guests in a warm and friendly manner to create a positive first impression of the store.
Followed through with client requests in a timely manner.
Responsible for opening and closing the store daily as we worked independently.
Education
Undergraduate Studies: Biology, Expected in - Marshall University - Huntington, WV GPA: Completed a year of undergraduate studies. Degree not complete.
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