Call Center Customer Service
Resume:
ANTONIA PORTER
Contact Center Operations / Administration
CONTACT
**********@*****.***
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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