Contact Center Leadership & Training Expert

SHENITA EASTER

Jurupa Valley, CA ***** 747-***-**** ️ **********@*****.***

Contact Center Supervisor Customer Service Leader Team Development Specialist

Professional Summary

Results-driven Contact Center Supervisor with 30+ years of experience in customer service and 15+ years of proven leadership in contact center operations, training, and quality assurance. Skilled in leading remote and onsite teams, resolving escalations, and driving improvements in customer satisfaction, agent productivity, and call center metrics. Committed to developing high-performing teams and ensuring excellence in every customer interaction.

Core Competencies

• Call Center Operations • Team Leadership & Coaching • Escalation Management

• Workforce Optimization • Performance Metrics (AHT, CSAT, FCR) • Policy Enforcement

• Customer Retention • Remote Team Supervision • QA & Compliance Monitoring

• Training & Onboarding • Staff Scheduling & Timekeeping • CRM & Telephony Systems

Professional Experience

Contact Center Supervisor

Consumer Attorney Marketing Group – Remote Feb 2023 – Present

• Lead a remote team in a high-volume contact center environment, managing KPIs such as call abandonment, AHT, and service levels.

• Coach team members, resolve escalations, and ensure customer satisfaction across sensitive legal case interactions.

• Collaborate with leadership to refine procedures, enforce attendance policies, and boost employee engagement.

• Oversee timecard management, agent scheduling, and preparation of monthly performance reports.

Senior Training Specialist

Consumer Attorney Marketing Group – Remote Aug 2022 – Feb 2023

• Developed training programs aligned with business needs and customer service quality standards.

• Assessed training effectiveness using performance metrics and participant feedback.

• Introduced digital modules and optimized onboarding workflows for new hires and team leads.

• Collaborated with operations to bridge knowledge gaps and improve agent readiness.

Training Specialist

Consumer Attorney Marketing Group – Remote Dec 2021 – Aug 2022

• Delivered training on call handling, policy updates, system tools, and conflict resolution.

• Enhanced curriculum design using multimedia tools and learning platforms.

• Led sessions on performance improvement and coached underperforming agents toward KPIs.

Police Service Representative III

City of Los Angeles – Los Angeles, CA Sep 1997 – Jun 2019

• Trained and supervised public safety dispatchers managing 75–250 calls per shift.

• Monitored live incidents and managed resources during high-stress field situations.

• Ensured procedural compliance and supported operational continuity under critical conditions.

Education

Bachelor’s Coursework – Business Administration

California State University, Long Beach

Certificate in Office Administration / Word Processing

Barclay Career School – Los Angeles, CA

High School Diploma

Certifications & Licenses

• POST Certified – Police Dispatch, since 1997

• Office Administration Certificate – Barclay Career School, since 1985

Technical & Professional Skills

• Call Center & CRM Platforms • Microsoft Office Suite (Word, Excel, Outlook)

• Quality Assurance Monitoring • Agent Coaching & Feedback • 70+ WPM Typing

• Performance Reporting • Transcription & Documentation • Scheduling & Timekeeping

Professional Assessments

• Customer Focus & Orientation – Highly Proficient

• Written Communication – Proficient

• Call Center Customer Service – Proficient

• Proofreading – Highly Proficient

Additional Highlights

Dependable • Approachable • Team Leader • Quick Learner

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