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Skills

  • Budgets
  • Switchboard management
  • Cultural sensitivity in diverse workforces
  • Organization
  • Cost reduction strategies
  • Regulatory compliance
  • Multitasking in fast-paced environments
  • Cross-functional collaboration
  • Professional communication
  • Communications

Work Experiences

  • Collaborated in beta-testing a Power BI implementation, helping to reduce incoming call volume by 46% using proactive customer education.
  • Assessed agent performance on a weekly basis.
  • Oversaw a busy Beacon Labs's 8-line switchboard system.
  • Championed workplace culture by acknowledging top performers with an internal rewards system, creating a 61% increase in team engagement.
  • Aided in the training, motivation, and coaching of team members in order to achieve the center's objectives.
  • Authored monthly performance reports for senior management.
  • Assisted customers by efficiently managing 4 calls per day while maintaining professionalism and a positive tone.
  • Analyzed service metrics.
  • Analyzed customer interaction data and provided actionable insights, contributing to the creation of targeted training modules that improved service quality.
  • Gained a thorough understanding of products, processes, and call center trends in order to make recommendations for bettering the customer experience.

Summaries

  • Articulate Telephone Operator with a passion for providing excellent telephone management services.
  • Adept at onboarding and training new hires to meet performance benchmarks within 8 months days, ensuring continuous operational success.
  • Call Center Team Leader is a multi-talented Call Center Team Leader who is consistently rewarded for planning and operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved retention rates of 55% in escalated calls.
  • Achieved cost reductions of $9.
  • .Managed day-to-day operations at Raleigh-based call centers, ensuring compliance with company policies and industry-best service standards.
  • Adept at onboarding new hires.
  • Helpful telephone operator who can provide inquiring customers with accurate and detailed information.
  • Achieved 64% higher customer satisfaction scores.

Accomplishments

  • Documented and resolved category which led to process.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led team to meet and exceed call center operational goals, resulting in a 29% increase in net promoter score (NPS) over several months.
  • Partnered with the QA team to design targeted training sessions addressing specific weaknesses, increasing average service rating by 77% points.
  • Expanded the team's operational hours during critical periods by adjusting workforce management settings, reducing customer wait times by 19%.
  • Guided a new team of 8 agents through on-boarding and training, reducing training cycle time by 7 months days.
  • Trained 3 team members on CRM tools, enabling the entire team to adapt quickly to system updates and changes.
  • Resolved product issue through consumer testing.
  • Successfully piloted new customer service processes, which resulted in a 17% improvement in first-call resolution across the team.
  • Received Innovation Award for consistently meeting customer satisfaction scores of 38% over three years.

Affiliations

  • Invited speaker at the Leadership Development in Contact Centers Conference hosted in 2018
  • Presenter at the global Customer Service Excellence Summit in 2015 regarding remote workforce optimization
  • Member of the Society for Workforce Planning Professionals (SWPP)
  • Member of the Professional Association for Customer Engagement (PACE)
  • Certified Six Sigma Green Belt with specialization in Customer Service Efficiency
  • International Council of Nurses
  • Society of Human Resource Management
  • Successfully completed the Certified Customer Service Leader (CCSL) track in 2020
  • Association for Supply Chain Management (APICS)
  • Association of Information Technology Professionals

Certifications

  • Certified Call Center Manager (CCCM) - Summit Group
  • Salesforce
  • Advanced Certificate in Contact Center Operations - Meridian
  • SHRM Certified Professional (SHRM-CP)
  • Effective Cross-Functional Collaboration (ECFC) Training - Summit Group
  • Certified in Real-Time Customer Engagement Strategies - Brightline
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Service Excellence Certification - system
  • Microsoft Certified Systems Engineer (MCSE)

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