Customer Service Quality Assurance

Shabra Watkins

****************@*****.*** 817-***-**** Kennedale, TX

SUMMARY

Dynamic client and customer service professional with 22 years of experience seeking Director of Client and Customer Service role. Proven expertise in call center management, customer service supervision, and team leadership, with a strong track record in quality assurance and problem-solving for improvement. Skilled in corporate training, HR recruitment, and project management, with Lean 6 Sigma certification. WORK EXPERIENCE

Telvista Corporation Dallas, Texas

Client Operations Supervisor Nov 2020 - Present

• Supervise a team of sales agents, ensuring access to necessary resources, training, and tools for successful sales and customer retention.

• Conduct daily meetings, coaching sessions, and interventions to enhance team performance and customer satisfaction.

• Manage team scheduling, payroll documentation, and performance reporting using Kronos and Workday.

• Facilitate client meetings and quality assurance calibrations to support product upsells and expansions. Core Logic Corporation Irving, Texas

Operational Supervisor of Client Services May 2017 - Mar 2020

• Managed a team of 14-18 associates in a real estate mortgage call tax center, focusing on coaching, mentoring, feedback, and career development.

• Oversaw service level achievement, monitored key performance indicators (KPIs), and evaluated customer satisfaction scores to ensure high service quality.

• Collaborated in management meetings to discuss process improvements, recruitment strategies, and workload forecasting.

Novo 1 / Dialog Direct Fort Worth, Texas

Direct Team Lead / Supervisor / Corporate Trainer / HR Recruiting 2013 - 2016

• Led a team of agents and supervisors, monitoring performance and providing feedback to enhance call quality and resolve work-related issues.

• Developed and implemented programs to improve customer satisfaction, conducted team meetings, and facilitated additional training and coaching sessions.

• Managed recruitment processes by hiring qualified candidates, creating training matrices and standard operating procedures, and conducting training classes.

Mercer Company / Co Worx Dallas, Texas

Participant Service Representative Jul 2012 - Jul 2013

• Administered pension, retirement, and medical benefits for major clients, ensuring compliance with regulatory standards and client specifications.

• Facilitated effective communication between clients and service providers to address inquiries and resolve issues promptly.

CONEXIS Irving, Texas

Participant Services Supervisor Aug 2008 - Mar 2012

• Resolved customer inquiries and escalated issues, enhancing overall customer satisfaction and service efficiency.

• Managed a team of 12-18 agents, ensuring alignment with client KPIs and objectives to maintain high service standards.

• Conducted call monitoring and career counseling, contributing to continuous improvement in service delivery and team development.

Idearc Media Irving, Texas

Internet Sales Consultant

• Facilitated internet advertising solutions for small to midsize companies and enhanced client engagement by upgrading existing customers to additional advertising programs. Teape Auto Group Arlington, Texas

Business Development Manager Nov 2006 - Jan 2008

• Collaborated with sales managers to enhance auto sales by developing strategic business plans and promotional services.

• Focused efforts on increasing brand visibility and community appeal to drive sales growth. Lasco Bathware Arlington, Texas

Inside Sales Representative Apr 2002 - May 2006

• Managed phone sales operations for retail and wholesale bath and shower products, ensuring consistent customer satisfaction and engagement.

• Facilitated effective communication between clients and the company, contributing to increased sales and strengthened client relationships.

Xerox Corporation Lewisville, Texas

Call Center Manager, Supervisor and Trainer

• Managed a 24-hour call center, provided remote assistance, dispatched technicians, and facilitated the training for the opening of a new call center in Canada.

• Administered corporate and new hire training programs, provided performance feedback, and conducted quality inspections and improvement processes.

EDUCATION

Texas A and M Commerce

Bachelor of Science, Education and English

Commerce, Texas

Texas A and M University Commerce

Master's degrees in Organizational Leadership and Project Management, Organizational Leadership and Project Management

Commerce, Texas

2024/2025

CERTIFICATIONS

Lean 6 Sigma certification

SKILLS

Call Center Management • Customer Service Supervising • Corporate Training • New Hire Training • Problem Solving Teams for Improvement • Team Leadership • Lean 6 Sigma • HR Recruitment and Hiring • Project Management • Benefits Administration • Mortgage and Real Estate Operations • Quality Assurance • Workforce Management • Lean 6 Sigma Certification • Insurance Benefits • Cobra • Flexible Spending Accounts • Medicare Benefits • Business to Business Sales • Inside Sales • World Class Quality/Coaching for Quality Training • Meeting Systems: Teams, Zoom, Google Meets, Skype

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