Manager Customer Service

Melissa Reddrick

Fullerton, CA ***** **********@*****.***

714-***-**** www.linkedin.com/in/melissa-reddrick

CALL CENTER MANAGER / TRAINING LEADER

People & Culture Workforce Planning & Recruitment Learning & Development

Dedicated manager who recruits, hires, on-boards, trains new staff and fosters an engaging call center environment. Energetic training leader who boosts productivity, morale and transforms employee relationships. Excellent customer service manager skilled at motivating staff to perform at high levels.

Professional Experience

The McGraw Group – Anaheim, CA 2007-2017

Call Center Manager (2014-2017)

Oversaw hiring, training, call scoring, coaching, forecast scheduling, payroll, performance and reviews of call center staff for yearly increases or promotion. Increased call center productivity with focus on staff relationships and development.

Employee Relations: Transformed call center environment from one with significant lack of trust between management and staff into a new group of engaged employees who took pride in their work resulting in increased customer satisfaction, first call resolution, overall call quality and morale.

Developed one-on-one relationships with employees, listened to concerns, created rewards for strong performance resulting in the call center outperforming every other department

Earned employee’s respect as a leader who set clear expectations while staying aligned with the company’s vision

Ensured that high performing agents were recognized and promoted-resulting in the promotions of 4 standard agents to concierge agents, handling calls from top insurance producers

Training and Development: Altered existing training program to align with call center agents’ real-life scenarios to maximize customer satisfaction and increase customer loyalty, but also fostered a culture of positive staff appreciation.

Developed and implemented improvement plan for struggling agents- resulted in the improvement of 3 agent’s call center audit scores from 40% to 80% in less than a month

Created and implemented first ever job classification structure for call center agents career progression

Researched and designed two new forms regarding internal hiring process and reimbursement for licensing-adopted company wide

Call Center Agent 2007-2014

Handled calls from insurance producers and customers regarding all types of insurance products. Assisted department managers with resolving customer complaints, escalated calls, billing overrides and training new call center staff

Consistently maintained daily call average of 100+ from customers and producers.

Diffused volatile customer concerns without manager assistance

Served as subject matter expert for calls from top insurance producers

Maintained current knowledge of insurance products, active moratoriums, promotions and company procedures

Successfully trained numerous call center agents on phone scripts, products and procedures

Irell & Manella LLP – Newport Beach, CA 2002-2006

Administrative Assistant

Provided support to the hiring partner in recruiting new attorneys and summer associates. Managed confidential client trust accounts.

Liaised with hiring partner for summer recruitment of law school graduates, scheduled travel and events for such occasions

Answered telephones with courteous communication, scheduled interviews for non-legal staff, proofread legal documents, maintained client files, accounts payable/receivable and maintained office petty cash

License & Certifications

P&C Insurance License 0I86064 - California Department of Insurance

Management Training Certificate - North Orange County School of Continuing Education

People Management Certificate - International Customer Management Institute (ICMI)

Monitoring and Coaching Certificate - International Customer Management Institute (ICMI)

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