Remote Call Center Supervisor & Coach
Resume:
Crystal Fleming
[**** Shamrock st N apt *] [Tallahassee FL, 32309] [954-***-****] [*******.*********@*****.***]
Professional Summary
I am an experienced and self-motivated manager, who will bring out the best in those I work with through constructive but positive coaching and development to achieve goals set forth by the company. I am a results oriented person, with a proven track record of maintaining high quality reps with a low attrition rate for industry standards. Experienced in call center management and am able to adapt to the operations, goals and expectations of companies I have worked for.
Experience
Dates From: [February 2024 - Present]
[Production Care Brand Supervisor] [ SXM; Ecco group usa. ] [Remote work from home location]
●Managing a team of 16 -19 agents.
●Monitoring Agents calls, providing feedback as well as including live listening.
●Making sure to coach at least 6-8 agents a day, as well as following up to make sure agents are applying coachings.
●Help agents with questions and sales.
●Making goals with agents and helping them maintain them.
[Dates From: September, 2021 - February 2024]
[Production Care Brand Supervisor] [Verizon; Continuum global solutions. ] [Remote work from home location] [Verizon.com]
●Managing a team of 16 -19 agents.
●Monitoring Agents calls, including live listening.
●Making sure to coach at least 6-10 agents a day, as well as filling out appropriate forms for coachings.
●Leading weekly team training on new policies and offers we have for the customers.
●Assisting agents with questions and concerns on calls, as well as providing appropriate positioning.
●Making sure to do EOD forms, and meeting compliance every week.
●Providing uplifting and constructive criticism to agents to educate and motivate them to reach performance goals.
[Dates From: Jan, 2021 - September 2021]
[Customer Care brand specialist] [Verizon; Continuum global solutions. ] [Remote work from home location] [Verizon.com]
●Answering 60 or more phone calls, a day at high call volume
●Assisting with Billing questions/ Inquiries
●Verifying account, and customer
●Placing orders
●Updating account information
●Making sure the customer has what best fits them for their account.
●Updating plans, while looking for opportunities to add value, and up-sell.
●Handling difficult situations, and de-escalating customers.
[Dates From: October, 2017 - Oct. 2020]
[Luxury care brand specialist] [Hermes Of Paris; Global Response. ] [767 South State Road 7, Margate, FL 33068] [https://www.hermes.com/us/en/]
Answering calls for the Hermes Boutiques, taking messages, and taking orders for E-commerce.
●Answering phone calls for Boutiques in; Beverly Hills CA, Madison NY, and Miami FL.
●Receptionist for boutiques
●Taking messages
●Transferring calls
●Writing and composing emails
●Assisting clients with questions and concerns
●Taking orders for our E-commerce website
●Knowledgeable with Hermes Products and policies
●Making sure the clients needs are met and problems have solutions provided and taken care of.
[Dates From: October, 2018 - Jan 2021]
[DB2D [DARE TO BE DIFFERENT ] [Remote]
●Answering calls, taking messages, and taking orders for E-commerce.
●Taking messages
●Transferring calls
●Writing and composing emails
●Assisting clients with questions and concerns
●Taking orders for our E-commerce website
●Knowledgeable with policies
●Making sure the clients needs are met and problems have solutions provided and taken care of.
[Dates From: July, 2017 - September 2017]
[ Temp Attendant] [Arey Jones Educational solutions] [Davie FL] [https://www.areyjones.com/]
Wiring laptop carts, and programming the laptops to the specific school that the carts were assigned too.
●Cleaning cart
●Unloading carts
●Assembling the wires within the carts
●Populating carts with laptops
●Programming laptops to be ready for use.
[Dates From: August, 2015 - July 2017]
[Public Space Attendant] [Hard Rock Hotel and Casino] [1 Seminole Way, Hollywood FL]
Maintaining cleanliness on the casino floor and restrooms as well as surrounding areas.
●Cleaning between the machines
●Vacuuming carpeted areas
●Mopping all tile floors
●Assisting guests with directions and questions
●Keeping Janitorial closet stocked
●Maintaining Cafeteria areas
Skills
●Typing Skills
●Interpersonal Skills
●Proficient in Microsoft Office Suite
●Management
●Active listening
●Team building skills
●Problem solving
●Time Management
Education
●South Broward, Hollywood, Florida
●Highschool Degree
●General Education, Honors in writing
●Sheridan Technical College ASE course
Contact this candidate