Call Center Project Manager

Monica Curley

************@*****.*** 310-***-**** Carson, CA https://www.linkedin.com/in/monicacurley Summary

Seeking Director, Customer Support role with 7 years of experience in delivering world-class support and driving continuous improvement. Proven track record in performance management, leveraging customer feedback to enhance service quality and operational efficiency. Expertise in motivating teams, optimizing call center operations, and implementing strategic initiatives for sustained customer satisfaction. Education

Walden University

Master of Business Administration, Project Management Minneapolis, MN 2023 Walden University

Bachelor of Science, Business Administration Minneapolis, MN 2021 Work Experience

Keck Medicine of USC

Clinic Supervisor – Contact Call Center, Project Manager Las Vegas, NV Aug 2023 - Aug 2024

• Manage daily operations, including scheduling appointments for patients within a call center environment, ensuring team adherence to performance expectations.

• Monitor and analyze call volume trends, optimizing logistics and staffing for efficiency based on the Pareto principle.

• Implement monthly team meetings and weekly huddles to foster communication and participation among staff and leadership.

• Provide personalized coaching and feedback to call center agents, contributing to the maintenance of a 95% adherence rate in attendance.

Maximus Guidant Global

Call Center Supervisor (Government Contract for CA UI Employment Development Dept) Tysons, VA Jan 2022 - Feb 2023

• Supervised daily operations and guided a team of call center agents in processing unemployment insurance claims, adhering to client-specific quality standards and procedural guidelines.

• Fostered team performance and individual development through motivational techniques, achieving a consistent attendance adherence rate of 97% against a 95% benchmark.

• Conducted weekly meetings with direct reports to review performance metrics, identify areas for enhancement, and provided analytical reports to assist management in setting call center objectives. AppleOne (Temp for Maximus)

Team Lead (Government Contract for AZ PUA Claims) Las Vegas, NV 2021 - 2021

• Managed high-escalation customer service inquiries, ensuring effective resolution of Pandemic Unemployment Assistance claims and enhancement of customer satisfaction.

• Conducted quality assurance reviews, contributing to team performance enhancements by providing actionable feedback and developing a management-endorsed template to expedite claim processing.

• Analyzed trend data to recommend preventative strategies, and devised a quality scorecard adopted by management to augment CSR performance and departmental efficiency. GW Communication Solutions, LLC

Project Coordinator N Las Vegas, NV 2016 - 2019

• Coordinated interdepartmental collaboration to establish achievable project targets and schedules, ensuring alignment with project phases.

• Implemented preventative measures to mitigate project delays, enhancing overall efficiency and cost-effectiveness.

• Managed the definition of project scope through comprehensive consultation and investigation, utilizing SharePoint for document and file sharing.

Alight Solutions

Employee Benefits Specialist The Woodlands, TX Oct 2018 - Oct 2018

• Responded to approximately 60 calls daily, providing client support and guidance on 401k plan enrollments and educational services.

• Assisted members and their financial advisors with various transactions including in-service rollovers, transfers, and withdrawals.

• Facilitated loan processing and cash-out requests, ensuring compliance with financial regulations and company policies.

Advance Insurance & Benefits

Administrative Assistant Las Vegas, NV Jul 2017 - Jun 2018

• Answered incoming calls and managed visitor reception, ensuring professional first impressions.

• Processed policy payments and issued receipts, maintaining accurate financial records.

• Facilitated policy reinstatements with insurance carriers, contributing to customer retention.

• Screened calls and visitors to reduce disruptions, optimizing office workflow.

• Provided administrative support to various departments, enhancing overall efficiency. William Sonoma, Inc

Training Specialist / Call Center Supervisor Las Vegas, NV Aug 2015 - Jul 2017

• Transitioned from a seasonal position to a senior role focusing on corporate escalations and personnel development.

• Conducted comprehensive training for associates across all sales and customer service departments, emphasizing skill enhancement and knowledge retention.

• Oversaw the onboarding and continuous training of new staff, achieving low turnover rates among trainees.

• Developed and administered educational content through a Learning Management System, aligning with organizational goals and procedures.

• Addressed and resolved complex customer complaints, effectively employing provided tools and authority to maintain high levels of customer satisfaction.

• Managed team attendance, ensuring adherence to schedules and minimizing disruptions to operations.

• Conducted performance assessments, identifying areas for improvement and providing actionable feedback to enhance team productivity.

• Performed quality assurance reviews to guarantee consistent application of company policies and procedures, thereby upholding service standards.

Skills

Project Management, Business Process Improvement, Quality Initiatives, Data Analysis, Training/Supervision, Team Building, Advanced Microsoft Office (Excel, Word, PowerPoint), Time and Budget Management, Risk Assessment/Management, G-Suite, SharePoint, Budget Forecasting, Leadership, Performance Improvement, Coaching, Logistics, Quality Assurance, Cost Center Management, Quality Management, Motivational, Collaboration, Active Listening, Time Management, Team Player, Active NV Producer License, Customer Service, Communication, Analytical Skills, Strategic Planning, Empathy, Resilience, Team Collaboration

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