Call Center Customer Service

Shakeisha R. Brooks

*** ****** **, **

Washington, DC 20017

Home: 202-***-**** Mobile: 202-***-****

***************@*****.***

PROFESSIONAL SUMMARY

Accomplished and goal-driven professional with more than 5 years of applying functional and technical expertise and knowledge of performance standards to provide on-the-job training to team members. Create and implement individual development plans and related coaching plans to establish behaviors and increase motivation that will lead to improved metrics. Accomplishments Includes: Increasing the retention rate of employees and their success by 50%. Leading a program dedicated to increasing the culture & engagement of the organization by Motivating Others Through Positive Reinforcement (MOTPR). Identified factors that can lead to greater engagement, enjoyment of the work, feelings of recognition, and a sense of career progression within employees.

EDUCATION

Shaw University, Raleigh, NC

Degree Obtained: Psychology/Social Work May 2016

KEY SKILLs & PROFICIENCIES

Training Facilitation

Program Evaluation

Career Mapping

Stakeholder Engagement

Customer Advocacy and Support

Workforce Development

Counseling

Training & Development

Skills Assessment

PROFESSIONAL EXPERIENCE

Protocall Communications, Washington. DC

Quality Assurance Lead Feb 2016- Present

Supervise a team of 20 employees in a call center environment working within sales operations. Ensures effective service quality for customers. Implements and manages achievement of strategic business plan. Applies principles and best practices daily to achieve total customer satisfaction and corporate leadership goals. Sustains a continuous learning environment and foster motivation for all subordinates including oversight of performance trends for direct reports. Accomplishments Include: Establish and implement management performance initiatives that resulted in creating new operating metrics for the customer service department Successfully coach employees to increase the number of leads generated by 47% for the outbound Agents.

Lead in an initiative to develop a pilot program(MOTPR) for new and existing team with responsibilities to increase placement and retention of employees. Working from the ground up by assisting in the development of workflows and group feedback. Utilizing strong knowledge of customer service and leadership skills to oversee and guide employees to meet performance and customer

Analyze call center metrics, service levels and other performance management indicators and recommend initiatives to improve service levels, the work environment and to reduce turnover and significantly increase motivation to bolster call intake and productivity by 60%

Motivate, train, develop and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback. Execute the quality assurance though monitoring and audit calls. Setting clear performance expectations with team and communicate successfully how performance goals are linked to company goals.

Contact this candidate