Shabra Y. Watkins

Available Immediately

**** ***** **** ***** *********, Texas 76060 Cell: 817-***-**** ad48q7@r.postjobfree.com

Director/Manager of Customer Client Services and Call Center Operations

Highlights and Areas of Expertise:

Customer Service Call Center Management / Client Business Development / Sales Operations/ Corporate Training/ HR Recruitment/ Project Management/ Team Lead and Promotions

Meticulous diligence and quality detail oriented.

B2B Sales and E Commerce Sales experience and goals met and exceeded

Human Resources Training, Staffing and recruiting/Workday, ADP Peoplesoft used.

Team Leader and Supervisor in Several Corporations

Quality Assurance Training and Mentoring completed

Client relations specialist and Quality Improvement Teams processed and documented

A Passion for Customer Satisfaction and Customer Retention

Self-Driven for Excellence and Accomplishing and Exceeding Team Goals and Objectives

Problem Solving and Quality Improvement Process Instructor and Team Participant

Appointment Setting and Dispatching Field Technicians to location issues

Expert in leading Teams, Building Teams and providing Customer Satisfaction and Quality

Trained and Led a Team to open a new Call Center/Contact Center established and opened in Canada.

Led Diversity Training and Awareness in Corporate America

Met and exceeded target goals and sales objectives with my assigned Teams as a Leader

Completing master’s degree in additional studies in Organization Leadership and Project Management Certifications

Sales Presentations completed and Coaching Team Members managed

Five 9 and Salesforce training completed and used.

Call Center Development and Start Up Accomplished in Canada

Professional Experience:

Telvista Corporation- TPA, Client Operations Supervisor-Dallas Texas. November 2020-

My responsibilities at Telvista include Supervising a Team of Sales Agents for a major, large client, ensuring they have the resources, training and tools needed for successful sales, business transactions, leading to customer retention, customer satisfaction, upsells and expansions of the clients' products available. This is done through daily meetings, coaching sessions with each Team member, daily client meetings with interventions, calibrations and Quality Assurance. My position includes also reporting to my manager the status of each member of my Team and their progress or any improvements or corrections needed to make their performance satisfactory and exceedingly continuously.

My daily operations also included using Kronos and Workday to schedule my Teams schedules and document their payroll and work hours for submission to HR and payroll specialists.

Core Logic Corporation- Operational Supervisor of Client Services - Irving, Texas May 2017- March 2020 Responsible for leading a Real Estate Mortgage, Call Tax Center Team of 14-18 Associates, with coaching, mentoring, providing feedback of monthly performances, submitting payroll, offering career counseling and advancement to other departments, meeting service levels with daily and monthly reports to Clients, meeting with Banks Clients to report KPI’s and service scores, call monitoring and reviewing customer satisfaction scores documented and reported weekly. I also met with the entire Management Team to discuss the Center as a whole, reviewing for improvements, focusing, and achieving KPI’s, hiring new associates where needed, projecting forecast with workload forecasting, to meet objectives set as a corporation and adhering to contracts set by all Clients. My duties also included becoming and serving as a Direct Team Lead, Supervisor, Corporate Trainer and HR Recruiting for new employees.

Direct Team Lead / Supervisor/ Corporate Trainer/ HR Recruiting

Novo 1 / Dialog Direct Fort Worth, Texas 2013-2016

Provided Leadership to a team of agents and other Supervisors/ Call Center Managers/ along with Business Directors.

Responsible for monitoring calls, generating quality scores, providing feedback via

Coaching, recording payroll and attendance, and resolving work issues.

Reports KPI's to clients for results and monitoring of daily activities of customer support teams. Developed, implemented and monitored programs to maximize customer satisfaction.

Conducted Team meetings to encourage skills for improvement processes.

Continued Quality inspection and additional training and coaching where needed to agents that are not meeting customer requirements and quality expectations.

Responsible for searching, interviewing, hiring and placing qualified candidates in positions for campaigns needed in our Call Center.

Developed training matrix and SOP’s for campaigns and conducted training classes with 75-80% of the agents remaining with the company and advancing.

Participant Service Representative Jul 2012 to Jul 2013

Mercer Company / Co Worx Dallas, Texas

Responsible for the administering of pension, retirement, and medical benefits to major clients.

Participant Services Supervisor Aug 2008 to Mar 2012

CONEXIS Irving, Texas

Resolved customer questions, issues, and complaints through follow up of escalations.

Managed a Team 12-18 Agents daily to assist in Customer Satisfaction and

Benefits administered. Complied with Client KPI request and Objectives long term and short term through workforce management.

Monitored Calls weekly for improvement and scoring based on numbers given by Clients.

Career counseling, payroll administered, and performance of all Agents done monthly.

Internet Sales Consultant

Idearc Media Irving, Texas

Internet advertisement to small-to-midsize companies.

Upgraded existing customers to additional advertisement programs.

Business Development Manager Nov 2006 to Jan 2008

Teape Auto Group Arlington, Texas

Worked with sales managers to increase auto sales through the development of

Business plans and promotional services focused on increasing visibility and appeal to

the community and increasing Sales of autos monthly.

Inside Sales Representative Apr 2002 to May 2006

Lasco Bathware Arlington, Texas

Responsible for inside phones sales of retail and wholesale bath and shower products. all Center Manager, Supervisor and Trainer

Xerox Corporation Lewisville, Texas

Managed 24-hour call center.

Provided remote call assistance to decrease down-time of production of office

Equipment with calls from major Corporations and owners of Xerox Equipment.

Dispatched technicians to customer locations when necessary.

Facilitated and Trained toward the opening of a new call center in Canada.

Generated and distributed daily reports and order acknowledgments to appropriate.

Personnel.

Corporate Training and new hire training administered.

Provided training and feedback to all Teams.

Quality inspections and continued Improvement processes completed.

Created training manuals targeted at resolving even the most difficult customer issues,

which included the information in the 3-week training courses.

Received Management Training and Certifications while with Xerox Corporation

Facilitated Problem Solving Teams and Work Process Improvement Teams.

Education:

Texas A and M Commerce, Texas

Majored In Education and English Bachelor of Science

Currently enrolled at Texas A and M University Commerce, Texas working towards two master’s degrees in organizational leadership and project management, Completion for 2024/2025.

Skills:

Call Center Management, 2 Years of Management Training received, Customer Service Supervising, Corporate Training, New Hire Training, Problem Solving Teams for Improvement and Team Leadership, Lean 6 Sigma, HR Recruitment and Hiring, Project Management, Benefits Administration including Payroll, Mortgage and Real Estate Operations, Quality Assurance, Project Management, Workforce Management, Lean 6 Sigma certification, insurance benefits, Cobra, Flexible spending accounts and Medicare benefits, Business to Business Sales, Inside Sales and World Class Quality/Coaching for Quality Training.

Meeting Systems used: Teams, Zoom, Google Meets and Skype.ogy-rales or account management experience.

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