Call Center Operations Supervisor

Mario Enoch

*****.*****@*************.*** 336-***-**** Gibsonville, NC

WORK EXPERIENCE

Conduit Global Feb. 2008 – July 2021

Operations Supervisor Mcleansville, NC

Direct call center towards reaching service level goals set by client.

Take conference calls to discuss the state of the business

Hold daily meetings to discuss current trends in the business as well as strategize on ways to become more efficient and consistent.

Directly responsible for 5+ supervisors and over 80 agents

Directly responsible for making sure the day to day call center duties were met.

Operations Supervisor Post Paid

McLeansville, NC

Coaching and developing agents, to be able to provide a great overall customer experience with each customer.

Meet with agents weekly to go over stats, CA levels, as well as go over coaching opportunities.

Help deescalate calls as well as take escalated calls.

Ensure payroll is completed for each agent bi-weekly.

Handle all other day to day duties.

Citgo Grill June 2012 – Oct.2014

Owner 3505 S. Church St

Burlington, NC

Managed day to day grill duties.

Managed payroll plus grill expenses.

Marketed local businesses in the store area to create a customer base.

Service pro certified.

EDUCATION

Graduate of Cummings High School June, 1999

Burlington, NC

Alamance Community College Aug. 2003 – Sept. 2004

Business Administration

SKILLS & INTERESTS

Skills – Great communication skills / critical thinker / positive influence / leader / motivator

Interests – spending time with my kids, Football (Dallas Cowboys)

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