Virtual Customer Care Supervisor

MYRA GRAY

McDonough, Ga ***** 678-***-****

linkedin.com/in/myra-gray-0a5855133 *********@*****.***

SUMMARY

Experienced Customer Care Supervisor within a virtual call center environment; which includes training, managing and supporting up to 25 Customer Care/Technical representatives. Developed and maintain agent call handling performance. Assisting customers with technical support and account management needs. Highly organized, detail oriented, excellent problem solver and superior interpersonal skills.

SKILLS PROFILE

Specializing in superior customer/client experiences with over ten years of ongoing company training and client satisfaction survey reviews.

Accountable to my company and team with a perfect attendance record for over 10 years.

Strong team management with up to 25 representatives including support, training discipline action, and writing and delivering by-annual performance reviews.

Excellent planning and time management of daily productivity, quality performance, and meet set goals which always exceed deadlines due to extreme ability to multi talk while exceeding company standards.

Proficient in resolution management. Provides excellent solutions to meet company requirements and manage extremely important employee and business relationships.

Expertly skilled in the virtual work environment with understanding how to run a successful team, manage extremely important working relationships and manage support avenues needed to verify employee engagement.

Skilled in the virtual training experience with training new and existing employees as well as leadership. Ability to hold the attention of 30 plus class members with adult training techniques and reassuring engagement throughout all training components.

Trained in proper vetting and interviewing for the hiring process. Exercised Human Resource trained practices to conduct appropriate interviewing sessions. Selected suitable candidates to continue the hiring processes. Providing onboarding sessions to new hires within their final training stages to prepare for production work.

PROFESSIONAL EXPERIENCE

Asurion, Nashville, TN 2008-2016

A technology company providing warranty solutions to customers through many client partnerships.

Virtual Customer Care Supervisor, Virtual Trainer, and Virtual Interviewer

Maintained a team up to 25 site-wide top performing agents. Provided daily coaching sessions, review performance metrics and provide training and support in call handling, quality performance and sales expectations.

Managed daily operations with excellent knowledge of average handle time, after call work mode, and all aux usage. Supported staffing needs. Participated in daily huddles providing data to help maintain business needs.

Switched to training department when needed as new hire trainer. Aided during nesting periods. Provided onboarding sessions for new hire agents transitioning to production floor. Conducted training classes to existing employees and leadership.

Held interviews using trained Human Resources interview skills.

Evaluated performance reports for agents, teams, management and the director.

Asurion, Nashville, TN 2007-2008

A technology company providing warranty solutions to customers through many client partnerships.

Virtual Customer Care Representative

Supported DirecTV clients with technical and account management support.

Resolved technical problems with equipment by walking customers through steps over the phone focusing on one call resolution.

Processed claims to provide customers with technical appointments, replacement equipment and case management placement.

Upsell customers with products and services meeting want’s interests and needs.

Managed required goals for, Average Handle Time, After Call Work, Average Talk Time, Customer Resolution Rate, Customer satisfaction scores, Sales rate, stick rate, Average credits per call, Quality performance, and all behaviors impacting my complete performance.

Hasting Entertainment, Lawton, OK 2006-2007

A media retail store providing new and used books, music and movies.

Customer Service Manager

Supervised and trained customer service reps including tasks such as taking payment transactions, setting up new customer accounts, canceling accounts, and order processing.

Interviewed customer service representatives for job placement and provided annual performance evaluations.

Supervised Department heads providing support and leadership to ensure departments ran accordingly.

Handled all customer concerns, returns and exchanges per company policy.

Managed the agent money transactions, counted down register amounts and managed store safe of over $3,000 daily. Completed change exchanges and deposits to company bank.

PROFESSIONAL DEVELOPMENT

Seminars on Customer Service and Management Skills

Training on building relationship and skills needed to be a better leader

Human Resources training for interviewing

COMPUTER KNOWLEDGE

Proficient in Windows and IOS operating systems, Microsoft Office, Adobe Connect, Microsoft group chat and Lync, Citrix Access Gateway, KRONOS, APEX, go to meeting, Skype, Zoom meeting, photo editing applications, Smart Phone technology and several work related applications provided by past employers.

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