Misty Miller
San Antonio,TX
Summary
I have spent the last 21 years working as a customer service rep, call center supervisor, and office manager for an automotive recycler. I have also worked as a title clerk. I have processed car sales, transferred titles, surrendered titles, and obtained certified copies,salvage titles, and non repairable certificates of authority. I have a great deal of experience in
dealing with the Texas DMV and TDLR, as well as county tax offices.
Overview
21
21
years of professional experience
Work History
Call Center Supervisor
Pick-N-Pull, Inc.
San Antonio, TEXAS
05.2001 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Interpreted management directives to define and document administrative staff processes.
- Managed scheduling for agents
- Created team rotations to man center effectively during peak hours.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collected and analyzed call center statistics, costs and customer service metrics.
- Maintained call center equipment in good working order to maximize productivity.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Office Manager
Pick-N-Pull, Inc.
San Antonio, United States
09.1999 - Current
- Developed standard operating procedures for all administrative employees.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Evaluated employee records and productivity to complete employee evaluations.
- Maintained computer and physical filing systems.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Managed office operations while scheduling appointments for department managers.
- Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.
Education
Basics
Palo Alto College
San Antonio, TexasGED -
Harlandale High School
San Antonio, TXSkills
- Complex Problem Solving
- Regulatory Compliance
- Decision Making
- Report Preparation and Analysis
- Handling Customer Complaints
- Microsoft Office Suite
- Quality Assurance
- Schedule Coordination
- Coaching and Mentoring
- Recruitment and Hiring
Accomplishments
I have attended many years of dealer training seminars with TXDMV
Timeline
Call Center Supervisor
Pick-N-Pull, Inc.
05.2001 - Current
Office Manager
Pick-N-Pull, Inc.
09.1999 - Current
Basics
Palo Alto College
GED -
Harlandale High School