Call Center Supervisor

Rogena McGregor-Dillon

Brooklyn, NY

917-***-**** ********@***.***/**************@*****.***

Telecommunications Management/Call Center Supervisor

Leveraging individual strengths to educate and motivate for top performance.

Professional Experience

Verizon

Supervisor Customer Service 2000-2011

Developed and coached associates ongoing to attain corporate commitment.

Was point of escalation for problem resolutions.

Audited team performance in order to develop my direct reports.

Developed and communicated tactical plans for implementation to key strategic initiatives

of corporate business plans to my team including tactics to achieve revenue performance

levels.

Helped to develop work force, while establishing and maintaining effective corporate

personnel relations.

Analyzed, set and monitored performance standards in a Call Center environment.

Communicated information on Verizon’s corporate vision, strategy, departmental

goals, competition, and technology using motivational techniques.

On a daily, weekly or monthly basis I recognized and celebrated all employees development.

Maintained office standards while abiding to local union labor contracts.

Monitored customer satisfaction and employee productivity by creating reports,

spreadsheets and observations

Documented and monitored time and attendance including latenesses, absences,

FMLA, incidental absences and disabilities.

Disciplined and documented associates when warranted.

Expertise and experience include:

Quality Assurance

Office Events Coordinator

Customer Service Operations

Resource Analysis and Planning

Customer Relationship Management

Strong People Skills

Employee Relations

Call Center Management

Productivity Improvement

Training and Development

Corporate/Regulatory Compliance

Bi-Lingual (Spanish)

Customer Service Representative 1980- 2000

I worked in several departments:

Business Office, Repair Department, Engineering Department

Up selling phone features, recommended new products on a daily basis to maintain sales quota

Did collections on outstanding bills

Sold new telephone service, moved telephone service from one address to another

Issued orders to change telephone numbers and any other requirements from our customers

Reviewed customers telephone bills with them for accuracy and issue credit when necessary

Made payment arrangements for bill payments

Set up repair appointments for customers whose telephone was out of service

Tested customers lines

Bi-lingual Customer Service Representative in Business Office and Repair Department

Went to Train the Trainer Forums when new products and services were introduced

Trained my peers when new Methods and Procedures were introduced

Created atmosphere of partnering with customers to further understand goals and business plans

Selected for management mentoring program.

EDUCATION

Associates Degree in Business; Empire State College, State University of New York

Bachelor of Science Degree in Business Administration; Empire State College, State University of New York, Certificate from Simmons Business School for Professional Women

Software Skills

Capable of providing a thorough analysis of data using Word, Excel, Powerpoint, MS outlook, Coffee, FIOS, RT1000, People soft

Contact this candidate