Arthur Johnson

El Paso, TX

adql87@r.postjobfree.com

915-***-****

Authorized to work in the US for any employer

Work Experience

Nesting Supervisor

Alorica - El Paso, TX

June 2020 to January 2021

I managed new agents be for they moved on to the production floor. I would ensure they could process

a complete customer service call by ensuring the client mandated call flow was followed, coached and

developed the agents by reviewing and calibrating calls, leading by example to ensure the new agents

understood what right sounds like and ensured all tools could be used effectively.

Production Driver

Alorica - El Paso, TX

May 2019 to June 2020

I was in charge of ensuring that all production agents were processing calls and if they were not validated

why the agents was not on the phones, coordinated with managers when the was coaching opportunities,

sent out hourly reports with call counts for the hour which also included average handle times, transfers,

hold percentages and any other codes which was relayed to all managers via excel spreadsheets

Operations Team Supervisor

Alorica - El Paso, TX

January 2018 to May 2019

I managed customer service and sales teams on to the production floor. I would ensure they agents

would follow complete client mandates which consisted of following call flow, coached and developed

the agents by reviewing their calls and calibrating calls and following up with the agents on a daily basis,

leading by example to ensure the agents understood what right sounds like and ensured all tools were

used effectively, managed the agents productivity on the phones, ensured agents came into work to

ensure schedule adherence was met.

Team Leader

West - El Paso, TX

November 2010 to January 2018

I managed customer service teams on to the production floor. I would ensure they agents would follow

complete client mandates which consisted of following call flow, coached and developed the agents

by reviewing their calls and calibrating calls and following up with the agents on a daily basis, leading

by example to ensure the agents understood what right sounds like and ensured all tools were used

effectively, managed the agents productivity on the phones, ensured agents came into work to ensure

schedule adherence was met.

Education

Technical School in Medical Assisting

Western Technical College - El Paso, TX

April 2002 to January 2003

Some college

Skills

• Microsoft Excel

• Microsoft Word

• Customer service

• Front Desk

• Management

• Office Management

• Supervising Experience

• Supervising experience (10+ years)

• Human Resources

• Recruiting

Languages

• Spanish - Fluent

• English - Expert

Contact this candidate