Alexis Archibald
Daytona Beach,FL
Summary
Well-organized Leader bringing over 15 years managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management.
Overview
19
19
years of professional experience
Work History
Call Center Supervisor
Telaffects
08.2022 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 17, specialists in providing excellent customer service to callers requiring assistance for start of Duke Energy Service and issues.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Executed Monthly Performance Plans with representatives to to identify production gaps
Call Center Supervisor
Universal Orlando Resorts
08.2012 - 12.2020
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 20 - 25 Agents in providing excellent customer service to callers requiring assistance for Vacation Packages and Themed Park Tickets
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- 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.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
Operations Manager, Banking Finance
Washington Mutual Bank
01.2005 - 12.2009
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Education
No Degree - Business
Monroe College
The Bronx, NYSkills
- Team Coaching
- Motivational Leadership
- Quality Assurance
- Team-Building Exercises
- Performance Tracking and Evaluations
- KPI Tracking
- Operational Efficiency
- Microsoft Office
- Employee Coaching and Mentoring
- Customer Service Management
- Key Performance Indicators (KPIs)
- Quality Improvement Strategy
Timeline
Call Center Supervisor
Telaffects
08.2022 - Current
Call Center Supervisor
Universal Orlando Resorts
08.2012 - 12.2020
Operations Manager, Banking Finance
Washington Mutual Bank
01.2005 - 12.2009
No Degree - Business
Monroe College