Gwendolyn Thomas

Supervisor for Inbound and Outbound Call Center

**** ***** *****, ******** **. 30058

adzcd4@r.postjobfree.com PH 1+470-***-****

Consumer assistance with experience in high-volume call ranks, the supervisor for the inbound and outbound call center. praised for work ethics, quick learning, and capacity to inspire others. I am prepared to move.

Work Experience

Customer Service Supervisor

ASM Federal Research LLC, Fairfax VA. 22033 PH 703-***-****

July 2021 to Current

In the Inbound department of a high-volume contact center, inspire the best in 20 to 30 team members. I also have 15 agents reporting to me; I oversee timecards, attendance, and performance, Metrics, Adherence, Daily reporting and Rolloffs.

Outbound Customer Service Supervisor

Homecraft Gutter Protection - Loganville, GA May 2021 to Present

Lead 40 to 50 team members in a high-volume call center in the Outbound department to be their greatest. Hire, train, coach, scheduling, weekly and monthly reporting to the higher ups, marketing promoting, Opening, and closing of daily shifts, and assisting with tough situations. I also encouraged and drove my team to go above daily goals.

Call Center Agent

Insight Global - Roswell, GA November 2020 to Present

Resolve issues related to healthcare in a call center environment. Positive impact on resolutions as well as team. Guide team members to ensure that questions are answered in a timely manner. Provide input into and execute user documentation and training material. Verify members identification and follow verification procedures. Work with other members to troubleshoot verification issues and provide a working solution.

Call Center Agent

Hire Dynamics - Alpharetta, GA August 2018 to February 2019

Provides superior customer service through inbound and outbound calls. Works directly with the patient or their representative to inquire about the patient’s potential eligibility for financial assistance. Screens patients to evaluate eligibility for State/Federal programs, schedules appointments for patients and/or completes online applications as applicable. Document and update internal database based on daily contact with patients and application evidence requirements. Answers incoming calls from patients and external customers. Collaborates with other team members in a professional and courteous manner. Did callback to clients who left messages the day before.

Outbound Call Center Agent

Bay Area Credit - Duluth, GA September 2017 to February 2018

Place calls to Insurance Companies to pay client’s yearly escrow. In escrow account, the funds are held or managed by the third party until the transaction is complete or a contract is fulfilled. I was the third party.

Record keeping of every payment made.

Tax Preparer

Accelerated Tax Solutions - Atlanta, GA November 2015 to Current

I electronically prepared taxes for countless customers a year. With a goal to get the customer the best refund possible.

Assistant Manager

Phillips 66 - Clinton, MS June 2004 to December 2010

Lead sales team of 8, with a personal goal of $30,000 a month in sales per employee sales. Organized mail and billings, Payroll, Scheduling, Bank Deposit, inventory, Customer complaints, meetings, open and closing of shifts.

Education

Associate in human resource management

Jackson State University 2005 - 2009

Gwinnett Technical College - Lawrenceville, GA March 2020 to Present

High school or equivalent in GED

Dewly - Jackson, MS March 2005 to July 2005

Skills

• Customer Service (10+ years • Inventory Clerk (10+ years

• Data Entry (10+ years)

• Phones (10+ years)

• Call Center

• Troubleshooting

• Help Desk

• Tax Experience

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