Jonquia Cummings
Austin,AR
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
Work History
Call Center Manager
Call Tech Llc
Austin, AR
02.2015 - Current
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Assisted in gathering facts and documents utilized during sales process.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Optimized processes and supervised 15 employees
Transit Bus Operator
Rock Region Metro
North Little Rock, AR
12.2012 - Current
- Provided passenger assistance, collected fares and offered schedule and route information.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Maintained clean and neat shuttle for passenger comfort.
- Operated with safety and skill to avoid accidents and delays.
- Accepted and processed fares.
- Helped elderly passengers or those with limited mobility enter and exit bus.
- Protected passengers from harm and bus from excess damage by complying with traffic regulations.
- Completed daily reports covering trip details, vehicle maintenance actions and reportable incidents.
- Maintained frequent contact with dispatch to receive instructions and report on delays or incidents.
Credit Card Customer Service Representative
Fidelity Information Services
Little Rock, Arkansas
07.2008 - 12.2012
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Supported customers with invoices, statements and other basic questions.
- Received inbound customer calls related to credit and accounts receivable.
- Assisted with reconciliations and customer communications.
- Processed recurring automated payments and credit card payments.
Education
No Degree - Business Administration And Management
Pulaski Technical College
North Little Rock, ARSkills
- Employee engagement
- Quality controls
- Productivity Standards
- Performance improvements
- Teamwork and Collaboration
- Attention to Detail
- Search Engine Optimization
- Business planning
Timeline
Call Center Manager
Call Tech Llc
02.2015 - Current
Transit Bus Operator
Rock Region Metro
12.2012 - Current
Credit Card Customer Service Representative
Fidelity Information Services
07.2008 - 12.2012
No Degree - Business Administration And Management
Pulaski Technical College