Contact Center Supervisor and Operations Leader

CHRISTINE S CURLER

H: 623-***-**** *********.******@*****.***

Summary

A well-organized and results-oriented professional with a proven history of achievement. Effective at working independently as well as an enthusiastic team player that creates a positive and trustful work environment. Drives career development and performance improvement through effective employee empowerment.

Skills

Customer Focused

Excellent Time Management and Prioritization

Effective Problem Solver

Self-motivated

Critical Thinking

Staff development

Microsoft Office Applications

Workforce Management

Current CRM systems

CMS Avaya

Experience

Supervisor Contact Center

Bakkt 11/2022- Current

Responsible for coaching and developing current team within contact center

Perform quality checks on calls, able to help them identify opportunities on the call and implement change

Weekly meeting with each member of my team to review calls, stats, and other changes that may be happening in environment

Work with other leaders to find opportunities to improve efficiencies in areas of schedules, attendance, and corrective action

Able to change rapidly or when necessary to improve objectives.

Operations Manager Customer Service 10/2017 to 8/2022

Fiserv Phoenix, AZ

Responsible for serving as a subject matter expert and resource in technical and procedural applications of the customer operations call center

Managing all activities associated with customer operations, including developing and implementing policies and procedures on systems and the flow of information

Responsible for creating and implementing programs and plans that support the strategic objectives of the call center

Plan required staffing, schedules, and service level results across multiple product lines and multiple sites in partnership with Workforce, Finance, HR, and Training & Organizational Development

Provide assistance to support groups to improve procedures, products, and systems used by the staff, and perform management functions (interviewing, hiring, reviewing, scheduling, monitoring, developing associates)

Supervisor Customer Operations 05/2016 to 10/2017

Fiserv Phoenix, AZ

Coach and provide developmental opportunities for a team of customer care associates

Perform management functions such as interviewing, hiring, reviewing, mentoring, performance management, attendance tracking, and implementation of corrective action for assigned associates

Perform quality checks on areas of responsibility, review performance reports, and identify areas requiring improvement

Demonstrate ability to resolve issues exercising sound judgment, initiative, and strong critical thinking skills

Demonstrate ability to change rapidly and often

Assign tasks and monitor progress to ensure tasks are completed in an efficient manner

Support Performance Enhancement Leads during interim Supervisor roles, providing guidance and feedback for the applicable duties they were responsible for while managing a team of associates

Provided support as an interim Manager for three months. Responsible for oversight of all business functions, supervisor support and associate engagement

Supervisor Customer Care Center 07/2013 to 03/2016

Assurant Health Plymouth, MN

Supervised an average of 21 employees

Established realistic performance plans and provide ongoing coaching and feedback to achieve maximum performance and to enhance the customer experience

Owned Line of Business results by utilizing scheduling system, Lucent and other various Operation Reports, review Customer Care Center Data and analyze trends that can be driven to reach end results

Worked with team to ensure excellent team results including but not limited to Quality, Adherence and other behaviors that contribute to a meaningful end result

Interviewed potential candidates for new hire classes to ensure the right people are brought in for the right role Utilized Profile XT

Worked with our Training Department to help facilitate new hire and refresher training classes to ensure employee understanding

As new Supervisors were hired in the Customer Care Center, I worked with them to ensure their understanding of our processes and including our scheduling system and other various reporting systems that we use in the Customer Care Center

Worked on various projects with the Customer Care Center including but not limited to: Change PBM Vendors, Update Workflows, System Issues, Performance Goal Setting, Healthcare Reform

Sr. Customer Care Specialist Team Lead 07/2011 to 06/2013

Assurant Health Plymouth, MN

Sr. Customer Care Specialist 02/2011 to 07/2011

Assurant Health Plymouth, MN

Customer Service Representative 04/2003 to 02/2011

Assurant Health Plymouth, MN.

Education and Training

High School Diploma

MacArthur High School Irving, TX.

Activities and Honors

Managing at Assurant, Effective Virtual Teams, Facilitating Effective Team Meetings, Legendary Service Workshop, How to Talk to Customers, Targeted Selection, Situational Leadership I and II and Leading through Change. Managing Matters

Contact this candidate