Call Center Customer Service
Resume:
Tonya Carney
Galveston, TX ***** 214-***-**** ******.*****@*****.***
Profile
Friendly and engaging team player and leader able to inspire staff to perform their best. Detail oriented and experienced supervisor/manager passionate about providing top leadership skills. A multi-tasker who excels at staff training and recruiting with a track record of inspiring great customer service and customer satisfaction. Regularly exceed goals. A master in the art of training and mentoring employees to promote culture of collaboration and continuous improvement. Experience
CALL CENTER SUPERVISOR CBRE/FACEBOOK META SEPTEMBER 2020 – OCTOBER 2024
(REMOTE POSITION)
· Unit Management- established performance goals and objectives; assigned tasks; performed monitoring and coaching to ensure that employees continued to improve their individual performance and their career development; determined compensation and promotions; employee annual review; provided new hire and cross training.
· WFM- monitored daily progress/status and made adjustments/corrections to ensure optimal performance and service to the client.
· CSM-met with clients weekly, monthly and quarterly to discuss established agreements on their goal expectations; provided recommendations to management on how to meet those expectations; provided detailed reports to a large client base.
CALL CENTER SUPERVISOR KFORCE PROFESSIONAL STAFFING & SOLUTIONS MARCH 2021 – DECEMBER 2021- STARTUP PROJECT WITH MAXIMUS AND THE CDC PROJECT MANAGEMENT
· Developed support systems that helped the CSRs on several teams to be properly engaged through Social Engineering Processes while meeting the high standards of customer centered service. CALL CENTER SUPERVISOR
· Implemented the support and strategy for the training classes and materials for the CSRs of a rapid launch when system access was available. Successfully fostered a teamwork mentality and environment among remote employees.
· Responsible for building, managing, coaching and auditing a remote team of 55+ CSRs who provided customer support on a new project contracted with CDC. Scored call monitors of the CSRs to ensure CSRs were providing first call resolution.
· Ensured CSRs were using correct equipment and Operating System to operate Project Software and acted as 1st tier Technical before escalating to IT. Page 2
IT/ACCOUNTANT/SUPERVISOR CBRE/FACEBOOK META OCTOBER 2017 – DECEMBER 2024 (REMOTE POSITION)
· Led and motivated highly skilled team of 42 customer service representatives to display the highest level of verbal and written communication to existing & prospective customers.
· Conducted analysis & streamlined processes to implement improvements, ensuring team members achieve KPI & possess strong commitment & adherence to code of conduct and Firm's Core Values.
· Advisor to Learning & Development for implementation of staff development activities. REMOTE MEDICARE ASSOCIATE SELECTQUOTE SEPTEMBER 2019-DECEMBER 2019
(TEMPORARY POSITION)
· Qualified 100+ incoming & outbound leads daily determining eligibility for insurance plans; verified prospective customers’ information and forwarded to the correct sales team. Licensed in the state of Texas to sell health insurance.
Skills & Abilities
· Sales and Marketing
· Proficient with POS systems
· Quality Assurance
· Mentoring
· Supervisor/Management
· Business Analysis
· Fraud Investigation
· Live chat
· HIPAA
· Typing/Data entry
· Risk management
· Project management
· Mac OS
· Windows
· Salesforce
· Salesforce Marketing Cloud
· CRM software
· SaaS
· IVR
· Zendesk
· ServiceNow
· SSO
· Remote Desktop
· ZOOM
References
Provided upon request.
· Poised under pressure
· Fun and energetic
· Data analysis skills
· IT for various software
· AR/AP
· Excellent communication skills
· Medical Terminology
· Risk management
· Negotiation and Arbitration
· Medicare
· Live chat
· Google Suite
· Remote access software
· Zendesk
· MS Office 365 Business Standard
· Microsoft Project
· MS Access
· Telephony
· AWS
· Oracle
· CMMS
· Slack
· CSS
· Citrix
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