Call Center Customer Service

Monica L. Hubbard 330-***-****

Customer Service & Education and Recruiting Managing Director

Dear Hiring Manager,

I am writing to express my interest in a Director or Senior Leadership position within your call center operations. With over 30 years of progressive experience in customer service, staff development, recruiting, and call center operations, I bring a proven track record of driving performance, building strong leadership teams, and delivering outstanding customer experiences.

In my most recent role, I led a 500+ seat call center, where I developed and implemented strategies that significantly enhanced operational efficiency and employee engagement. Within just six months, over 25% of my team was promoted internally—a testament to the strength of the leadership pipeline I cultivated. My hands-on approach spans the full employee lifecycle, from crafting job descriptions and reviewing resumes to onboarding, training, performance management, and leadership development.

I have designed and executed comprehensive training programs tailored to develop employees from entry-level to management. My oversight extends to both front-line teams and supervisory staff, ensuring that customer satisfaction remains the top priority while maintaining compliance and quality standards. I am also well-versed in working with multilingual and global teams, having led a quality monitoring team with members fluent in French, German, Spanish, and Chinese.

Throughout my career, I have maintained a strong focus on recruitment and talent development. My daily responsibilities have included conducting interviews, background checks, benefits discussions, coaching, and readiness assessments for promotions. This dedication has helped build agile, high-performing teams that are both customer-centric and metrics-driven.

I hold a Bachelor of Fine Arts in Organizational Management with a minor in Human Resources from Ashford University. My background also includes specialized experience with AT&T’s conversions team—supporting the launch of new sites and training staff—and HIPAA certification, which enables me to ensure compliance with PHI and PPI security protocols.

I am confident that my strategic mindset, deep operational expertise, and passion for team development make me a strong fit for a leadership role in your organization. I would welcome the opportunity to further discuss how my experience can contribute to your continued success.

Thank you for your time and consideration. I look forward to the possibility of connecting with you soon.

Sincerely,

Monica Hubbard

Monica L Hubbard

*******@*****.*** 330-***-****

Experience

Peckham Grand Rapids, MI

Contact Center Solutions Director 2024- Present

• Worked with the client to determine expectations bridging the gap with customer service to take this failing call center from not meeting SLAs to meeting minimum expectations within the first 45 days of my start date.

• Worked with DoS to support client relations and maintain clear communication on performance expectations.

• Supported candidate selection process, recruiting, payroll, onboarding resulting in increased headcount while lowering attrition by 25%.

• Develop call center standards resulting in a reduction in average talk time from 5:30 to 3:30 minutes, and average hold time from 8 minutes to less than 30 seconds.

• Maintained current call center expectations and exceeded SLA expectations while successfully developing and opening the second level of the call center to support expansion.

• Established a mentoring program for agents and leaders to support employee growth and development.

• Supported Site budgeting and development ensuring we stay on budget while maintaining client and employee satisfaction.

• Implemented new DoS secured and non-secured spaces which included new systems implementation training and development and overall adjustment in operations.

• Established more effective human services support for team members with ADA barrier requirements.

University of Michigan Ann Arbor, MI

Call Center Supervisor Intermediate (ISR) 2022-2024

• Successfully able to lower the call out rate from a 40% daily average to 12% daily average within 60 days.

• Created a successful scheduling program to align agents with preferred schedule timeframes while allowing the phone-lines to maintain coverage during peak dialing hours.

• Supported workforce management as UKG scheduling lead maintaining daily shift management along with weekly and monthly reporting.

• Functional Coordinator for 27 employees, managing their training and development, coaching and corrective action though to termination when needed.

• Established Daily, weekly and monthly reporting standards that were implemented across all teams.

• Supported Human Resources with hiring, job description and evaluation creation and interviewing.

Pine Rest Christian Services Grand Rapids, MI

Staffing Coordinator 2022 to 2022

• Managed all workforce coordination duties including daily schedule updates for nursing administration as well as scheduling workforce staff to manage day to day operations. Decreased staff schedule conflicts and call outs by 35%, contributing to greater staff satisfaction.

• Coordinated with department leaders to verify staffing coverage and reduced staffing shortages during peak times by 42% by implementing new technologies that guided the assignment of assigning short shifts and mandates.

• Reviewed and coordinated PTO adherence, shift handoff for next scheduling team takeover, and management of all inbound/outbound call and text lines.

Rockford Package Supply Comstock Park, MI

Customer Support 2018-2020

• Developed customer service supervisor and customer service agent development programs increasing employee satisfaction rates by 55% and overall job engagement by 62%.

• Worked as Client Services Liaison bridging the gap with customer service establishing customer relationships for sales ordering.

• Wrote SOPs, reinforcing through writing curriculum for new hire and ongoing training development for various roles to support client needs.

Datapak Services Corporation Howell, MI

Customer Service & Education Manager 2016-2018

• Created and maintained a ticketing system to prevent internet crashing during peak customer sales volume.

• Grew the call center staff from 8 to 40 while developing multiple cross-trained work lines to support multiple clients without having to employ multiple levels of staffing to support individual clients.

• Successfully developed training materials for 6 individual clients while training staff to handle each client's unique call types, increasing training ROI by 22%.

Dialog Direct Holland,MI

Account Manager (Division sold) 2014 – 2016

• Successful client management assigned to Blue Cross Blue Shield MI, MN, West MI, Bloom Health, reducing AHT, ATT, ASA to acceptable ranges to reduced performance guarantee fees across all assigned contracts.

• Upon my arrival the company averaged over 10-minute talk times, and 60-minute hold times, once I took over, we reduced talk times by 47% and hold times by 63%.

• Developed trainers to support multiple lines of business and produced cross-trained agents, reducing absenteeism and increasing employee engagement, while maintaining headcount to meet client needs across all contracts.

Certifications

• PTCB pharmacy technician

Working with Generation Z

• Mastery Certification in Frontline Fundamentals (for call centers)

Working within the law (employment practices HR development)

• Adult Training and Development

Sales and Objections Handler and Closer

• Onboarding

Leadership and Business Development Analyst

• HR Administration

Coaching for Success

• Compensation and Benefits

Dale Carnegie Sale Talk

Education

Ashford University

Clinton, IA

Bachelor of Fine Arts, Organizational Management/ Minor, Human Resources

References: Will be provided upon request

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