Call Center Customer Service
Resume:
Conswaylow Williams
Atlanta ga **********@*****.***
Customer Service Manager experienced in all facets of the hiring, training, coaching and development processes of Call Center Representatives.
Energetic player/coach with strong time management skills who thrives in a fast-paced, dynamic environment.
Highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts.
Hands-on managing effectively and motivating others to reach their optimum potential.
Work Experience
Team Supervisor
Wipro- State of MO Medicaid
October 2019 to Present
Lead a team of 11 agents assisting participants with applying and/or inquiring about Medicaid coverage. Duties entailed monitoring calls, disciplinary actions, ensure agents are not in violation of participants PHI or HIPPA.
Coaching agents at least once weekly and submitting reports to upper management. Relaying all State updates to agents to ensure they are providing up to date information and policies.
Responsible for agents adhering to all schedules. KPI's. Monitoring the call queue to prevent call avoidance. Acting CSR when needed.
CALL CENTER MANAGER
Evergreen Group - Atlanta, GA
August 2018 to August 2019 Contract
Strategically, coached, monitored and trained a group of 12 internal agents and 15 remote agents to effectively handle all customer concerns and schedule calls for HVAC technicians while successfully prioritizing each opportunity. Monitor talk time in order to prevent call avoidance, used Broadsmart real time monitoring to ensure that all consumers were receiving a five-star customer experience. Revisited all scripting for effectiveness and to ensure all opportunities where maximized.
A successful day consisted of 70% coaching, motivating, call calibrations, monitoring, escalated calls and KPI's. 15% HR, timesheets, payroll 15% Player coach, team building.
Consultant
America's Choice Publishers - Atlanta, GA March 2017 to May 2018
I recently returned to ACP in November to assist due to my ability to build team morale. I was asked to get the team back to where they were reproductive, as well as cleaning the database. My duties were but not limited to monitoring calls from the sales team to ensure they are sending solid sales. Making sure the closer is doing everything possible to close all deals, ensuring all the customers' data is properly input into the system, as well as overall building the team momentum by using incentives as motivation.
CALL CENTER SUPERVISOR
Allconnect, Inc - Atlanta, GA
February 2016 to February 2017
Effectively skilled a team of 8 ADT agents from startup to full operational status. Executed and delegated inbound and outbound call volume with quality and professionalism. (KPI's/real-time monitoring). Spearheaded weekly status meeting to communicate company revenue growth. Player coach (when needed acting CSR), call calibrations, disciplinary actions, hiring and the interviewing process. . A successful day consisted of 60% coaching 20% human resources another 20% hands-on.
Customer Service Supervisor
America's Choice Publishers - Atlanta, GA 2009 to 2016
Promoted into the Customer Service Management position. During this time I was managing the entire office, and effectively expanded the team to 25 agents and managed for a high-volume of inbound and outbound customer calls. In 2010 I tripled revenue for the company. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required information for tracking purposes. Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Identified chronic customer issues by creating and maintaining customer complaint log. Referred unresolved customer grievances to designated departments for further investigation. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Acted professionally and patiently when addressing negative customer feedback. Managed call center from initial start-up to full operational status. Met or exceeded service and quality standards every review period. Conduct weekly and monthly forecast reports.
Education
Professional Qualification or Polytechnic Diploma
Skills
•Talented client relations manager
•Multi-line phone operation proficiency Exceptional workflow management
•Committed to maintaining data integrity persuasive speaker
•Completed telephone training seminar Avaya Software knowledge
•Skilled in call center operations, metrics decoding aptitude, adhering to customer service procedures
•Familiarity with Key Performance Indicators (KPIs) Extensive history with predictive dialers
•Proficient in Microsoft Excel, Word, Office 365, CMS, CRM, BI reporting tool, Oracle, Avaya, IEX,
Salesforce, Service Titan, Tsheets, Concert, Security Trax, Medes, Man to state. Medicaid Systems (Faces, ECM, Itracker)
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