ANTONIA PORTER

Contact Center Operations / Administration

CONTACT

757-***-****

adzfvm@r.postjobfree.com

PROFILE

A dynamic multi-talented Contact Center Operations Administrator with “top notch” interpersonal skills who builds productivity results in fast paced environments and illustrates unwavering commitment to excel as a leader.

SKILL SET

Operations Management ● Human Resource Administration ● Contact Center Management ● Technical Oversight ● Time Management ● Quality Management ● Planning

EXPERIENCE

OPERATIONS ADMINISTRATION

Accountable for functional, operational, and program management

Make decisions based on policies, procedures, business needs and regulations

Create long-term plan initiatives which support the company’s overall goals

Coordinate with different teams, in the exchange of information and ideas, to support cross-team learning

Assess department budget to find ways to minimize expenses and optimize productivity without compromising profit, quality, motivation

Comply with policies, procedures, and standards to meet contractual obligations

Stay abreast of changes/updates to continuity plan to manage effects/impacts of disasters

Communicate with the senior leadership regarding shifting priorities and projects to meet contractual obligations/Service Level Agreements (SLAs)

Identify potential problems and work to find solutions to maximize efficiency and reduce business risk

Identify opportunities to improve processes through shifting performance behavior to meet business needs and market changes

CALL CENTER & CUSTOMER SERVICE MANAGEMENT

Manage day-to-day call center operations for dispute resolutions and account representation including, but not limited to call monitors, managing escalations, floor walking, monitoring training sessions, assist shift leads with call center functions, scheduling

Analyze call center data to improve performance, coach and develop representatives to meet service delivery expectations

Evaluate staff effectiveness and performance, and prepare reports for senior level staff review

Lead team meetings to review overall performance and to develop plans and initiatives to improve overall performance

Assist staff with challenging customer service issues

Partner with Workforce Management teams to prepare work schedules to ensure sufficient center coverage

Set customer service goals for team members and develop plans to help them reach those goals

Interact with customers and handle customer queries and complaints in a timely manner

Stay current on the latest industry trends and techniques, in Contact Center Operations, to remain competitive in the market.

PEOPLE MANAGEMENT

Manage team members to perform tasks related to the accounts collection management and disputes resolution

Act as the liaison between operations and senior management to ensure protocols are followed

Assist with conflict resolution dealing with client, other team members/managers, departments

Train/mentor less experienced team leaders to improve performance

Coordinate work activities with other supervisors/managers

Set team priorities to ensure timely completion of workloads and projects

Motivate employees to perform their best through encouragement, performance improvement opportunities, positive reinforcement, and rewards

Manage performance appraisals and pay reviews

OFFICE ADMINISTRATION

Coordinate schedules, arrange meetings, distribute memos and reports and ensuring staff is kept abreast of company policy changes and information that impact daily productivity including but not limited to production changes/updates, contract changes/updates, script changes/updates

Greet and direct visitors, answer phone inquiries and handle complaints in a courteous, professional and timely manner

Ensure office supplies are maintained through checking inventory and working with vendors and staff to ensure adequate levels of supplies available at all times

Ensure the confidentiality and security of files and filing systems

Ensure the security and delivery of all premiums, cash, equipment, and property of responsibility

Operate copy equipment, fax machines, printers or other equipment necessary to manage work functions/loads

WORK HISTORY

Operations Manager - Disputes

PRA Group – Hampton, VA

December 2022 – Present

Disputes Specialist – Team Lead

PRA Group – Norfolk, VA

August 2019 – December 2022

Disputes Specialist

PRA Group - Hampton, VA

November 2017 - August 2019

Accounts Representative

Portfolio Recovery Associates (PRA Group) - Hampton, VA

June 2010 - July 2014

Front Desk Receptionist

Kings Creek Plantation - United States

March 2016 - November 2017

Office Manager/Medical Assistant

Isle of Wight Family Practice - Smithfield, VA

February 2008 - June 2013

EDUCATION

Associates Degree - Social Science

ECPI University - Newport News, VA

2007 to 2009

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