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

T 850-***-****

E ad0yui@r.postjobfree.com

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