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Call Center Supervisor

Phoenix, AZ
September 16, 2022

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**** * ***** *** *** Phoenix, AZ *****


Bachelors of Science in Justice Studies / Minor in Psychology Grand Canyon University

Masters of Science with an Emphasis in General Psychology Grand Canyon University


Arizona Department of Education Substitute Teacher Certification

Arizona Department of Education Adult Education Certification


Education At Work (Strata Collaborative) 6/2019 – Present

Lead Trainer (Microsoft Surface, Small / Medium Business (SMB))

Trained +/- 50 agents virtually through Teams

Content creator for Technical, Soft Skills and Role Playing Activities

Trained and created content for the following

o(SMB) Azure, Microsoft 365, Outlook, Exchange, 365 Admin Center, Teams, Sharepoint, Onedrive, Windows, PC / Networking Basics, Troubleshooting Techniques, Role Playing Activities, Research Techniques

o(Microsoft Surface) Device Reimage (BMR), APPS on Surface, Warranties, Repairs, Technical Differences in Devices, International

Glendale Unified High School District 12/2018 – 6/2019

Substitute Teacher

Ensure existing education plan is followed per Teacher’s requirements regardless of content type.

Ensure the safety of the students.

Classroom and District policies are followed.

Help students with any questions they may have.

Grand Canyon University 11/ 2010 – 8/ 2018

Student Disabilities Online Administrator / Assistive Technology Specialiist

Educate students on how to use assistive technology.

Find new solutions for assistive technology.

Reconcile submitted documentation with requests for accommodations.

Evaluate the accessibility of software for disabled students.

Address discrepancies with students regarding documentation.

Create training documentation to support new software rollout.

Adhere to GCU policies per guidelines for compliance.

Create accessible documentation.

Handle computer technical issues within office environment.

Attended training for HR, Title 9, and Ken Blanchard Servant Leadership.

Software Quality Assurance Lead (Supervisor)

Created new team to include all training documentation and provided weekly updates.

Designed and administered test scripts for the learning management system (LMS).

Analyzed testing results with team to confirm any issues that appeared.

Communicated with Executive Team regarding testing results.

Condensed testing results for different audiences.

Recommended actions needed to address concerns with LMS.

Developed program for team that stressed time-management, team building, collaboration and project management.

Student Contact Center Supervisor (Outbound)

Created and maintained Access database for one on one coaching forms.

Aided in training and development of new employees.

Built reports with pivot tables and vlookups in Excel.

Administered one on one meetings with my team.

Coached team members towards success using different verbal and written tools.

Resolved escalated issues with customers.

Accessed and used SharePoint, CRM, XRM, CampusVue, NICE, Issuetrak, Jira, Genesys Dialer, Zendesk,Cisco reporting and Microsoft Office Suite.

Monitored calls from team for quality assurance.

Dish Network Inc.

Call Center Supervisor (Tech Support Supervisor / Sales Supervisor) 9/2006– 11/2010

Cox Communications

Call Center Supervisor (Tech Support Supervisor / Sales Supervisor / Retention Supervisor) 9/1999 – 9/2006

Primary Roles and Responsibilities as Call Center Supervisor:

Performed annual / semi-annual reviews of agents’ performance and recommend raises based off goals of key matrix such as average handle time, schedule adherence, talk time and after call work.

Have experience in working in different Call Center environments- Sales, Customer Service, Technical Support, Retention and Collections.

Peer managed in different projects including Work at Home Programs.

Interviewed and hired employees using situational interview questions.

Administered monthly one on ones that included coaching on key items for improvement

Developed agents to move on to the next stage of their career path.

Networked with different groups within the organization to solve challenges.

Issued disciplinary documentation to curb unwanted actions performed by agents.

Creating methods and procedures that will help the center become more efficient and help with time management.

Reported Call Center statistics on agents’ productivity to include:

Schedule Adherence / Attendance

Average Handle Time (AHT)

After-Call / Not ready Time

Worked with training to assure agents were getting the latest information on new procedures, sales techniques or technology.

Thomas J. Garrett 602-***-****

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