Customer Service & Call Center Leader
Resume:
Chastity Dennis
Houston, Tx *****
**************.**@*****.***
PROFESSIONAL SUMMARY
Customer service and contact center leader with 25+ years of experience spanning call center operations, floor supervision, quality control/quality assurance, coaching, escalation management, compliance, and performance reporting. Proven ability to lead frontline teams, strengthen QA programs, and maintain service standards in high-volume environments. Known for calm decision-making, strong documentation habits, and results-focused leadership. Remote-ready with strengths in virtual communication, written coaching, and performance management across systems and dashboards.
PROFESSIONAL EXPERIENCE
H&R Block Enterprises, LLC Houston, TX
Multi-Unit Team / Office Manager Oct 2005 – Present
• Lead daily operations in a high-volume, client-facing environment with strong focus on service quality, confidentiality, and compliance.
• Supervise and support customer-facing associates; reinforce performance expectations, professionalism, and consistent customer experience.
• Handle escalations and complex customer concerns; resolve issues while maintaining documentation and follow-through.
• Maintain accurate records, reporting, and workflow coordination to support service delivery across multiple priorities.
• Coach staff on communication standards, documentation quality, and operational consistency.
West Corporation, Inc.
Quality Control Supervisor Oct 2015 – May 2022
• Directed QA/QC operations supporting call center performance and customer experience outcomes.
• Performed call monitoring and quality evaluations using scorecards to assess compliance, accuracy, tone, and resolution effectiveness.
• Delivered structured feedback and coaching plans; partnered with leadership to improve consistency, agent readiness, and customer experience.
• Identified call trend risks (process gaps, scripting opportunities, repeat errors) and supported corrective actions and training refreshes.
• Produced quality reports for leadership; documented findings clearly for audits, coaching, and performance improvement.
• Supported operational compliance by reinforcing policies, privacy standards, and customer data safeguards.
QA Manager-Level Responsibilities Highlighted (ATS-friendly):
• QA program support, scorecard governance, calibration participation, coaching strategy, trend analysis, continuous improvement
Corestaff Services (Reliant / Entergy Call Center) Floor Supervisor & Quality Control Jun 2013 – Apr 2016
• Served as Floor Supervisor supporting a high-volume energy services call center (Reliant / Entergy).
• Provided real-time agent support: assisted with complex calls, guided systems navigation, and resolved service barriers during live queue conditions
• Managed escalations with empathy and efficiency; ensured appropriate documentation and resolution follow-up.
• Monitored productivity indicators (queue activity, adherence, call readiness) and communicated priorities to maintain service flow.
Quality Control / QA Duties:
• Conducted call reviews and quality checks to confirm policy adherence, proper disclosures, and customer service standards.
• Documented quality findings, delivered coaching guidance, and escalated recurring issues to strengthen training and SOP alignment.
• Supported onboarding by reinforcing expectations for call handling, documentation, and professional customer communication.
Citicourior of Houston (Paychex & ADP Accounts)
Payroll Delivery Specialist Jun 2022 – Present
• Delivered time-sensitive payroll materials while maintaining strict confidentiality and service reliability.
• Built trust through consistent professionalism, accuracy, and customer-first communication. West Corporation, Inc.
Customer Service Representative Mar 2004 – May 2006
• Provided front-line customer support in a high-volume call center environment; resolved customer issues and documented outcomes.
Hobbies on Wheels
Home Health Provider Aug 2006 – May 2019
• Delivered client support services with strong documentation, safety focus, and confidentiality awareness (HIPAA-aligned).
Texas Department of Criminal Justice
Correctional Officer Dec 2009 – May 2011
• Maintained safety and compliance in a regulated environment; applied conflict management and strong procedural discipline.
EDUCATION & CERTIFICATIONS
• A.A.S. Instrumentation Technology – Lamar State College Port Arthur
• CompTIA: IT Fundamentals, Security, Networking, Cloud Essentials
• OSHA 30 Construction Safety TWIC Card
• HIPAA & BBP Certified BioHazMat Training (Medical Supply Transport) • Texas Notary Public (Exp. Jul 2026) Texas Process Server (Exp. May 2026)
• Property Management Certification – Houston Community College • Prairie View A&M – Accounting (Coursework)
Contact this candidate