Customer Service Call Center
Resume:
CHANDRA HILL
Ellenwood, Georgia / 404-***-****
******@***.*** / www.linkedin.com/in/chandra-hill-b5766113
SUMMARY AND PROFILE
Customer Service and Call Center Operational Manager
Resolute professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships, building high performing teams, and exceeding goals.
Skills: IVR / Chatterbox / Avaya / Five9 / Genesys Cloud / AWS Connect / Sales Force / Zendesk / Microsoft Office / Excel / Word / Power Point / Outlook and Teams.
Soft Skills: Customer Service / Strategic Planning / Event Management / Team Engagement / Leadership / Account Management / Process Improvement / Rewards and Recognition
PROFESSIONAL EXPERIENCE
Department of Revenue Motor Vehicle Division, Atlanta, Georgia
2024 to Present
Customer Service Call Center Supervisor
2024 to Present
Provide operational oversight for the Call Center team to include managing day-to-day operations.
Performance management, coaching to business goals, Maintain Staff Time and Attendance
Research and resolve customer inquiries, manage escalated calls to resolution.
Work with Team Leads, Supervisors and Quality Analyst to reinforce training and apply skills and tools.
Conduct regular One on One meetings to discuss performance and any areas for improvement.
Monitor queue volume to drive day to day performance metrics. Moving agent’s skills as needed.
Utilize AWS Connect to monitor agent behaviors and queue performance.
Proactively anticipate challenges/issues & recommend solutions (scheduling and phone)
Manage visits, documentation, listen to calls and score them for coaching and feedback.
Interviewing selection hiring and training of employees
The Atlanta Journal Constitution, Atlanta, Georgia
2013 to 2024
Customer Service Operations Manager
2019 to 2024
Provide operational oversight for the Customer Care Contact Center Operations team include Tier 1 Vendor Management, Tier 2 Technical Care Operations Team, and Back Office Operations
HR Management in Workday, Performance management, Time and Attendance, Payroll
Monitor and report on inbound calls, emails, and chat metrics.
Serve as point of contact for contact center telephony, ACD and IVR systems, Zendesk (CRM) email.
Managed Back Office & Tier 2 Operations to company objectives and service level metrics goals.
Created training documentation and scripting for messaging for Tier 1, Tier 2, and Back Office operations.
Monitor and manage cost per transaction and budget compliance for all channels (phone, email, chat). Manager business relations with internal and external business partners (IVR, Tier 1 Vendor, Retention)
Develop team via e-learnings, outsourced training, and job shadowing of other internal areas of business.
Provide Senior Leadership with regular updates/analysis regarding Contact Center Metrics and KPI’s
Lead projects for Call Center Technology improvement (IVR, telephony and enhancements to systems / programs).
Track key projects milestones, work across teams to achieve goals, flexible, time management.
Track and forecast call volume based on historical data and call arrival patterns.
Proactively anticipate challenges/issues & recommend solutions (scheduling, telephony, chat, email, phone)
Recommend and manage outbound customer contact campaigns to meet or exceed objectives as needed to meet business objectives.
Recommend and manage ticketing through CRM (Salesforce / Zendesk)
Resolve Customer Escalations
Call Center Analyst
2013 to 2019
Create and maintain reports for Director, Publishers and Leadership team regarding Customer Experience metrics.
Monitor queue for call volume patterns, trends and managing of staff.
Provide statistical updates on interval metrics throughout the day to the management team.
Provide agents productivity stats to Call Center Supervisor and Manager. Create, manage, and communicate Weekly Metrics/OKR dashboard for essential objectives and initiatives.
Maintain databases for call volume, email volume and productivity statistics.
Troubleshoot system outages and keep management updated on severity and resolution of issue.
Open ticket with helpdesk and assist with resolution of issue. Testing for issue resolution.
Subject matter expert Call Center technology (IVR, telephony &enhancements to systems / programs).
Forecasting call volume based on historical data, call arrival patterns and marketing campaigns.
Department of Human Service, Atlanta, Georgia
2005 to 2012
Operations Analyst 3 (Remote)
2005 to 2012
Create and maintain reports for the management team and clients per our contractual obligations.
Startup Virtual Contact Center, Supervise Operations Analyst team, Performance management.
Collaborate with Director and Supervisors to recommend/provide training and apply skills.
Troubleshoot technical issues to resolve.
Monitor queue volume, change agent’s skills as needed and handle call routing.
Utilize Mitel and Avaya to monitor agent behaviors and queue performance.
Scheduling / Staffing Needs Analysis (CC Modeler Lite), Schedule Bid, Facilitate team meetings.
EDUCATION AND OTHERS
University of Phoenix, Atlanta, Georgia
Master of Business Administration (MBA) / Graduated: 2019
University of Phoenix, Atlanta, Georgia
Bachelor of Science Business Administration, / Graduated: 2004
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