Data Entry Call Center
Resume:
Jennifer Reazin
*********@*****.***
CAREER SUMMARY
Highly motivated Operations Supervisor with 12+ years of experience in call center, service desk, and hospitality settings. Motivated to maintain customer satisfaction and contribute to the integrity, growth and success of a reputable, upbeat company.
Goal oriented leader that confidently motivates and coaches employees to meet high performance standards.
Team player that thrives in a workplace environment requiring the ability to prioritize multiple projects.
Innovative problem-solver with the ability to produce workable solutions to resolve various complaints.
Unsurpassed interpersonal skills; excellent at building trusting relationships with customers, management and colleagues.
Highly motivated self-starter that takes initiative with minimal supervision.
EXPERIENCE
Unity BPO Albuquerque, NM
Operations Supervisor Epic/Tech January 2020 – May 2021
Maintain and support good client relationships
Prepare and provide weekly, semi-monthly and end of month team performance results
Ensure all client performance measures are met including the monitoring and assignment of offline work.
Conduct call and ticket audits for all team members and provide feedback and opportunities for improvement.
Provide real time monitoring of call queues to ensure proper staffing and analyst availability.
Provide support and oversight for client implementations and process changes.
Perform interviews and other recruiting duties as needed.
Work force management to ensure coverage across all queues at all times.
Unity BPO Albuquerque, NM
Customer Success Specialist Tier 2 January 2020 – May 2021
Educate and coach Tier 1 techs regarding processes and practices.
Answer Tier 1 questions, guide them through difficult calls and situations.
Daily/Weekly/Monthly Agent statistic and SLA reports.
Resolve technical software and hardware problems on the phone and in the offline queue by utilizing logical problem-solving skills as well as referencing documented processes and procedures.
Major Incident Facilitation in office as well as when On-call primary/secondary.
Unity BPO Albuquerque, NM
Customer Success Specialist Tier 1 April 2019 – January 2020
Resolve technical software and hardware problems on the phone and in the offline queue by utilizing logical problem-solving skills as well as referencing documented processes and procedures.
Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.
Create exceptional customer service experiences on every call by utilizing my exceptional communication skills as well as demonstrating patience and empathy for every customer.
Top Performer on my team for the month of September 2019.
Alorica Albuquerque, NM
Operations Team Manager March 2017 – April 2019
Ensure the quality of call center customer service by monitoring, coaching and providing feedback to team members.
Establish performance criteria for developing associates, SLA and KPI’s, to meet or exceed business and individual goals.
Effectively monitor team member’s activities including adherence, AUX usage, attendance and paid time off.
Top performer consistently in multiple campaigns, as well as Person of Contact for immediate Operations Manager.
Alorica Albuquerque, NM
Member Services Representative October 2016 – March 2017
Inbound member servicing calls regarding deposit accounts.
Subject Matter Expert and Floor Support.
Microtel Inn & Suites by Wyndham Albuquerque, NM
General Manager April 2013 – October 2016
Acquire business accounts, process leads, promote via internet and local business advertisements.
Management responsibilities, hire and train new employees, 24/7 on call support for staff, run revenue and audit reports.
Administrative tasks, online review responses, data entry, motivate employees for up-selling and reward card registrations.
ACCOMPLISHMENTS
Consistently generates additional revenue through skilled sales techniques.
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Provided required weekly, monthly and quarterly reports listing sales figures and up to date revenue.
Top performer consistently in multiple campaigns, as well as Person of Contact for immediate Operations Manager.
Business references available upon request.
Skills
Highly analytical thinker with demonstrated talent for identifying and improving complex work procedures.
Excellent communication skills, with the ability to effectively convey information verbally and written.
Computer literate with extensive software proficiency in the following applications: Windows, Microsoft Office (Word, Power Point, Excel, Publisher), Google Docs/Sheets, Outlook, WynGuest, Verint, Oracle, CMS and eCFR. Above average typing speed (65 wpm), 10 Key proficient, with excellent data entry skills.
EDUCATION
Central New Mexico Community College Albuquerque, New Mexico
Business Administration Associate Degree Program Summer 2011-Summer 2013
University of New Mexico Albuquerque, New Mexico
Business Administration Associate Degree (in progress) Summer 2014 – Current
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