Successful Supervisor/ player coach

Professional Summary

Work History

CONSWAYLOW WILLIAMS

**** ******* ****, **********,**. 30039 (C) 678-***-**** **********@*****.*** Customer Service Manager experienced with all facets of the hiring, training, coaching and development processes of Call Center Representatives.

Energetic player/coach with strong time management skills who thrives in a fast-paced, dynamic environment. Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts.

Hands-on Customer Service Manager effective in motivating others to reach their optimum potential. Call Center Supervisor 02/2016 to 02/2017

Allconnect, Inc. – Atlanta, GA

Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Mastery of customer service management systems and databases. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Prepared reports and communication for senior management and clients. Managed high call volume with tact and professionalism. Provided incentive to increase productivity by offering employees awards for best customer service. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.

Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Managed call center from initial start-up to full operational status. Met or exceeded service and quality standards every review period. Education

achievements

Team Lead/Customer Service Manager 07/2008 to 02/2016 America's Choice Publishers – Atlanta, GA

Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Identified chronic customer issues by creating and maintaining customer complaint log. Referred unresolved customer grievances to designated departments for further investigation. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Managed high call volume with tact and professionalism. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Acted professionally and patiently when addressing negative customer feedback. Managed call center from initial start-up to full operational status. Met or exceeded service and quality standards every review period. Associate of Science : Business Management 2012

Phoenix - Atlanta, GA

Training in Call Center Management

3.5 GPA

High School Diploma: 1989

West Rome High - Rome, GA

Increased company's revenue. From 2.5 Million to 5.8. Million dollars by implementing stromg coaching using the LAER technique as we ll as others.

Achieved Top Revenue Supervisor October,Novemeber and December 2016 Voted and deemed as Top Supervisor

Sucessfully revised old script in order to get better results. Skills

Talented client relations manager

Multi-line phone operation proficiency

Exceptional workflow management

Committed to maintaining data integrity

Persuasive speaker

Completed telephone training seminar

Avaya Software knowledge

Skilled in call center operations

Call center metrics decoding aptitude

Adheres to customer service procedures

Strong problem solving aptitude

Customer service award

Familiarity with Key Performance Indicators (KPIs) Extensive history with predictive dialers

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