Data Entry, administrative assistant, clerical

Stacy Crouch

Broadview, IL ***** 708-***-**** *********@*****.***

Professional Summary

Dynamic Call Center Supervisor with proven expertise in quality assurance, coaching, and performance management. Recognized for driving significant improvements in first-call resolution, customer satisfaction, and team efficiency through strategic training, mentoring, and process enhancements. Adept at fostering collaborative environments that encourage staff engagement and continuous improvement.

Core Competencies

• Quality Assurance & Call Monitoring

• Coaching & Mentoring

• Customer Service Leadership

• Staff Development & Motivation

• Training Program Delivery

• Performance Metrics & Process Improvement

• Conflict Resolution & Escalation Management

Professional Experience

Exelon – Call Center Supervisor

Chicago, IL [Years of Service]

• Spearheaded quality assurance initiatives, resulting in a measurable increase in first-call resolution rates and overall service efficiency.

• Designed and implemented performance metrics and process controls to track and improve team productivity.

• Delivered consistent coaching, training, and mentoring, elevating staff performance and career development.

• Resolved escalated customer issues promptly, achieving a significant boost in customer satisfaction scores.

• Cultivated a culture of transparency and collaboration by strengthening communication between staff and management.

• Improved operational efficiency through the rollout of new customer service protocols and best practices.

Education

Proviso East High School – Maywood, IL

High School Diploma, General Studies June 1982

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