Customer Service Call Center

NM

NADINE MORNAN

************@*****.*** Beltsville USA

To obtain employment with a company that offers a position and opportunity for me to utilize my business operation skills, while providing an opportunity for career growth. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Walgreens Columbia, CA

Manager

08/2025 - Current

Coached, mentored and trained team members in order to improve their job performance.

Analyzed customer feedback data to develop action plans for improving services offered.

Resolved conflicts between employees by providing guidance on company policies and procedures.

Provided leadership during times of organizational change or crisis situations.

Developed and implemented strategies to increase customer satisfaction and loyalty.

Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.

Enforced customer service standards and resolved customer problems to uphold quality service.

Established and monitored KPIs to evaluate performance and identify areas for improvement.

Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Trained employees on additional job positions to maintain coverage of roles.

Led team meetings and one-on-one coaching sessions to continuously improve performance.

Conducted performance evaluations, providing feedback and coaching for team development.

Resolved customer complaints and issues promptly, maintaining a positive brand image.

Monitored staff performance and addressed issues.

Comcast Cable Communications White

Marsh, Maryland

Workforce Management Coordinator

01/2010 - 01/2016

Monitored and analyzed call volume, staffing needs and performance trends to provide low and high level information to Leadership team. Recommended and developed new policies and procedures to improve resource management efficiency.

Prepared reports of real-time analysis of call center productivity. Created and adjusted agent schedules as well as provided shrinkage and Summary

Experience

various operations reports.

Trained and developed new employees on resource management processes and assumed role as point of contact for ensuring adherence to operational procedures.

Assisted in the coordination of team functions.

Comcast Cable Communications White

Marsh, Maryland

Forecasting & Analysis Rep 1

01/2007 - 01/2010

Provided staffing recommendations to meet performance goals within the call center by analyzing service levels, occupancy, AHT, historical patterns, shrinkage, etc.

Effectively monitored and managed outsourced call volume. Communicated with third party vendors (outsourcers). Provided intra-day operational reports to the call center and business operations team.

Monitored agent adherence and entered real time adjustments into workforce management software.

Documented and assisted in creating standard operating procedures for resource management team and call center operations. Supported WFM Supervisor by generating, analyzing and adjusting forecasts in relation to shift realignments, overtime needs and call center performance.

EWFM database administration (i.e. monthly updates, and employee profiles).

Comcast Cable Communications

Baltimore, Maryland

Customer Account Executive - Retention

01/2006 - 01/2007

Resolved customer complaints and concerns through active listening empathy and professionalism.

Ensured quality services and exceeded call center expectations goals through accuracy.

Responsible for retaining customers who request to disconnect or downgrade services.

COSTCO wholesale warehouse Beltsville,

Maryland

MAJORS Supervisor

Participates in merchandise moves.

Reviews lists of items for Forklift Drivers to place in the aisles for stocking. Stocks merchandise.

Cleans and maintains product displays.

Implements and upholds safety and security procedures. Develops, coaches, counsels, and directs Major Sales personnel. Provides feedback to promote teamwork and accountability among employees.

Interactively monitors Major Sales employee performance and participates in performance reviews as needed.

Implements and upholds proper Major Sales and general safety procedures and standards.

Reviews area sales, schedules, and productivity figures. Implements sales and merchandising plan for the major sales area. Provides prompt and courteous customer service to members, employees, and suppliers.

Answers phone, directs customers to merchandise, and assists members with merchandise information.

Communicates with Merchandise Manager regarding quantity, status, price, delivery, and promotion of merchandise.

Ensures that all displays are set up/working properly. Implements practices to reduce loss due to damaged and destroyed merchandise.

Approves product for member returns, oversees organization of security item lock-up.

Maintains current knowledge of technology and trends of major sales area product.

Provides and ensures prompt and courteous member service. Answers member questions and demonstrates product. Assists member in loading product to cart.

COSTCO wholesale warehouse Beltsville,

Maryland

front end supervisor

Responsible for monitoring and maintaining the log for overages and shortages, while creating the necessary documentation resulting from door audits.

Provides customer service and oversight of front-of-store activities in accordance with all company policies and procedures. Trains, coaches, and develops cashiers to ensure members receive a timely and outstanding checkout service at the register.

Scheduling to ensure proper coverage at the front end/door service staff. Ensures that damages and returns are handled daily according to established company procedure.

Ensures timely communication to store management of any issues. Completed Leadership Development Course.

Completed Merchandising - 13 week program.

COSTCO wholesale warehouse Beltsville,

Maryland

SALES ASSOCIATE

Kept the sales floor stocked with merchandise and organized the floor and stock areas, neat clean and straight.

Provided assistance, suggesting items, lending opinions and providing product information.

Cross selling items to upsell products based on customers past purchases and preferences.

Created merchandise displays, remerchandising, pricing markdowns, transferring merchandise and inventory control.

Built rapport with members by asking probing questions and utilizing effective listening skills.

Knox College

High School

Computer Learning Center

Computer Learning Center

University of Maryland

University of Maryland in Information Systems

Available Upon Request

Education and Training

References

Contact this candidate