Operations Supervisor Customer Service
Resume:
EXPERIENCE
FIRSTSOURCE SOLUTIONS
OPERATIONS SUPERVISOR
APRIL 2021- CURRENT
Managed a team of 20+ employees
Supported the team with call handling for Medicaid recipients
Proactively coached and motivated the team for
developmental opportunities.
Reviewed calls to assure that quality assurance goals are met.
Attended calibration sessions to keep current on quality changes
Provided and escalated accountability for low
performance
Provided feedback and mentoring opportunities to the team for areas of improvement
Collaborated with the client to ensure service levels are being met for the line of business my team supports.
Compiling reports for management to review and
determine that required metrics are being met
Monitored RTA
SQL reports
Verified timesheets each week for accuracy
MAXIMUS FEDERAL, LYNN HAVEN, FL
CUSTOMER SERVICE REPRESENTATIVE II
NOVEMBER 2015- FEBRUARY 2021
Assisted callers with applying for lower costs on health insurance
Enrolled callers into affordable health and dental plans
Adhered to critical business processes
Attend calibration sessions to keep current on quality changes
Escalated complex issues for resolution
Provided feedback and mentoring opportunities for other employees
Trained and coached new employees upon hire
MIKALA TROUPE
OPERATIONS SUPERVISOR
OBJECTIVE
Experienced and effective
Operations Supervisor bringing
forth valuable industry experience
and a passion for the customer
experience. Highly motivated and
focused on customer interactions
with over 5+ experience in the call
center industry. Delivering
unwavering leadership,
organization, and valuable
analytical thinking skills necessary
to lead a strong team of customer
experience agents.
SKILLS & ABILITIES
Decision Making- Microsoft Excel-
Microsoft PowerPoint-Microsoft
Office-Ability to multitask-
Leadership- Adaptability-
Microsoft Word- Communication
Skills-L.E.A.N Certified
VITALS
629 S. Hwy 22A, Apt A
Panama City, FL 32404
E *********@*****.***
2
MIKALA TROUPE
OPERATIONS SUPERVISOR
EDUCATION
A.D. HARRIS HIGH SCHOOL, PANAMA CITY, FL,
DIPLOMA
Graduated 2007-High school diploma
UNIVERSITY OF ARIZONA GLOBAL CAMPUS
Bachelor’s Degree- Business Administration
April 2023- current
REFERENCES
I WILL PROVIDE UPON REQUEST
Contact this candidate