Tatiana Defoe-Herbert

Hempstead, NY, ***** 347-***-**** ad4v71@r.postjobfree.com www.linkedin.com/in/tatiana-herbert

PROFESSIONAL SUMMARY

With 14 years of experience as a Bilingual (English and French) Call Center Manager, I've led teams of up to 100 agents, driving improvements in customer satisfaction and call center efficiency through implementing new technologies, training programs, and performance-tracking systems. My expertise lies in team management, process optimization, and fostering a collaborative work environment.

In my next role, I seek a team-focused environment that values diversity, challenges me, and promotes professional growth.

EMPLOYMENT HISTORY

DISH Network 2009 – 2023

Regional Customer Service Operation Manager January 2018 – November 2023

●Managed a team of 10 supervisors, and 80 call center agents providing guidance and support to ensure their effectiveness in overseeing operations achieving a 90% employee satisfaction rate, and meeting or exceeding all performance targets for the department: Increase of Voice of the customer survey scores, low Repair rate, low Average customer call time, Reduction in Repeat call rate and increase in Sales.

●Achieved consistently the highest NPS/CSAT results and Retention rate among 10-15 call center sites for multiple years.

●Assisted in Implementing DISH's first work-at-home hybrid module.

●Additionally, proactively addressed recurring issues within operations and HR management, implementing solutions to optimize company outcomes. Resulting in a 20% increase in call center performance metrics and a 10% increase in customer satisfaction scores.

●Conducted performance evaluations for the supervisors, identifying areas for improvement and developing targeted training programs to enhance their skills leading to 50% of supervisor’s promotions.

●Conducted interviews for potential agents and supervisors applying for leadership positions and participated in the selection of candidates for promotions.

Customer Care Supervisor January 2016 – January 2018

●Coached, mentored, and trained employees, and provided to employees to improve their performance.

●Trained new employees every quarter to ensure a seamless onboarding process, resulting in an average 50% performance improvement within 60 days: Increase of Voice of the customer survey scores, low Repair rate, low Average customer call time, Reduction in Repeat call rate, and increase in Upsell.

●Collaborated with business leaders to provide services that align with company goals and uphold corporate values.

●Implemented performance, training, and service objectives, ensuring that associates were responsible for achieving over 100 individual performance targets.

●Regularly tracked metrics and utilized the data to identify opportunities for enhancing efficiency and performance.

Training Team Lead January 2009 – January 2016

●Facilitated interviews and onboarding sessions for newly hired employees; provided training on updated procedures and equipment to existing staff.

●Mentored new employees as part of a peer-to-peer mentoring program to improve the efficiency of the onboarding process.

●Utilized various instructional tools such as Adobe Connect, Google Meets, and Webex to deliver training concepts effectively.

●Implemented continuous training initiatives, including online modules, interactive programs, and language labs, to correct behavior that did not meet accepted standards and recognized exceptional performance.

Delta Service Paris, FR 2006 – 2008

Customer Service Representative January 2006 – January 2008

●Daily, addressing inquiries related to products, services, and general company information through inbound calls.

●Provided valuable guidance and support to customers, considering their specific requirements and preferences.

●Utilized the company's troubleshooting resolution tree to assess technical issues, combining personal knowledge and expertise to identify and implement suitable solutions.

EDUCATION

Bachelor’s Degree: Economics and Social Lycée Marcel Cachin, Saint-Ouen-sur-Seine, FR

TECHNICAL SKILLS

●Performance Tracking: Analyzing key performance indicators (KPIs) to assess call center performance; Quality Assurance Tools: Implementing and utilizing tools to monitor and improve call quality.

●Problem Resolution Tools: Familiarity with tools for efficiently identifying and resolving technical issues.

●Customer Feedback Analysis: Utilizing tools for collecting and analyzing customer feedback; Monitoring social media channels for customer sentiments and feedback.

●Training and Onboarding Tools: Conducting remote training sessions using Google Meets.

●Call Center Scheduling Software: Utilizing WFM tools to optimize agent scheduling and resource allocation; Monitoring agent activity and adjusting schedules in real-time to meet demand.

●Google Suite: Docs, Sheets, Slides, Gmail: Leveraging Google Suite for collaboration, document creation, and communication.

●Microsoft Office Suite Word, Excel, PowerPoint, Outlook: Proficiency in standard office software for documentation, data analysis, and presentations.

SOFT SKILLS

●Leadership: Team Management, Collaborative Work Environment, Inspiration: Motivating and inspiring team members to achieve their best, Vision: Communicating a clear vision and goals for the team, Decision-Making: Making informed decisions and guiding the team through challenges.

●Communication: Coaching, Mentoring, Communicating ideas and expectations clearly and concisely

●Problem-Solving: Solutions Implementation, Troubleshooting, Ensuring internal and external customer issues are addressed promptly and effectively.

●Adaptability: Technology Integration, Process Improvement, Adapting to changes in technology, processes, and business requirements, Innovation: Encouraging a culture of innovation and continuous improvement.

●Calm Under Pressure: Remaining composed and making rational decisions in high-pressure situations.

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