Customer Service Call Center

ROCHELLE PEYTON

Summary

Currently seeking management level position in the call center field. Over 33 years of experience in customer service industry, and over 20 yeasrs in the call center management. Able to adapt to any task given.

Skills Profile

Team Leader

Fully trained in Microsoft Word, Powerpoint, and Excel

Strong at mentoring, coaching and developing direct reports

Able to make quick smart decisions that are best for the business and follow through with it

Excellent communicatiins skills, Lead both client and company conference calls, hosted calibration sessions with the client to ensure that Quality was at goal monthly

Employment History

TEAM LEADER (Suoervisor) 02/2008-Current

Concentrix,Hazelwood, Mo. WAH

Able to monitor program service level AHT, and aherence to meet client goals

Helped launch the Express Scripts, FIS, Blue Cross Blue Shield progtams currently on the Starbucks program

Worked directly with the client on a daily basis to ensure offline team's goal were met

Closely worked with the recrutiing department doing second interviews to ensure the right talent was being hired for the business

Worked with the training department helping ensure current infromation was being provided to trainess, as well as assisting trainees in taking calls for ther first day of transitioning into production

Acted as a SME (subject matter expert) and front line contact to newly hired team leaders

Helped develop direct reports as peers leading career discussions and training in 1:1 coaching sessions for more responsibility

Lead the escalation team ensuring all escalations completed and turned into the client by the deadline

Point of contact for Operations Manager whenever they were Out of Office

Lead the initiative for developing speical programs within Express Scripts and Blue Cross Blue Shield line of business ensured the business was susccessful to the end date

Lead the transision classes that moved into production ensuring that we had two coaches to assist with the new hire classes

Conduct Team meetings to ensure expedient communicationof relevant information and as an open forum for input

Accomplished and exceeded meeting monthly goals and attrition

Education

Hazelwood East High School 1987

University City High School 1986 & 1985

Mehlville High School 1984

References Available Upon Request

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