Call Center Inbound
Resume:
Deatra Powell
Houston, Texas *****
************@*****.***
QUALIFICATIONS
** ***** ** ******* ******* call center of experience
* ***** ** ********** *** leadership experience for a team up to 20 agents
Training, Coaching and Development experience
Team leadership and coaching skills
Training, Coaching and Development experience
Office Administrative experience
Proficiency in Microsoft applications, including Word, Excel, and Outlook
CORE COMPETENCIES
Floor supervision to ensure service levels are met
Training, developing, coaching, and evaluating staff
Maintaining service level, including talk time and call handling for both client and customer satisfactions
Payroll responsibilities
Disciplinary Documentation and Firing responsibilities
EXPERIENCE
January 2009 – Present
IQOR- Houston, texas --- lead/agent
Served as team lead and customer service representative on the Verizon Wireless and ATAC Campaign. Responsibilities include:
Handle phone claims for Verizon Wireless customers.
Provide technical support for malfunctioning devices on the ATAC campaign.
Resolves irate customer issues and concerns
Assist with agent developmental and training
April 2005 to March 2009
Interactive Response Technologies Houston, Texas --- supervisor
Supervisor on the Asurion Roadside Assistance campaign for an Inbound Call Center.
Responsibilities include leading and developing designated team in achieving quality, performance, and production goals within the company’s guidelines, policies and procedures.
Provide developmental feedback and improvement plans, along with training to team members through proper monitoring and coaching.
Handled escalated calls
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