Alicia Gray
Trinidad
Summary
Reliable Supervising Agent makes decisions aptly and quickly. Trained in taking command of conversations and resolving team issues. Outstanding phone etiquette and customer service focused.
Overview
5
5
years of professional experience
Work History
Supervising Agent
Globelifeinsurance
Richardson
03.2023 - 10.2023
- Identified opportunities for process improvements based on analysis of customer surveys, complaints, and feedback from employees.
- Created weekly reports detailing call center performance metrics such as average call times and customer satisfaction ratings.
- Provided support and guidance to team members on daily tasks and procedures.
- Assessed staff workloads to ensure adequate coverage of customer inquiries.
- Coordinated with other departments to resolve customer issues in a timely manner.
- Trained agents on how best to use available resources when handling customer requests or inquiries.
- Implemented policies and procedures related to customer service operations, including dispute resolution protocols.
- Monitored employee performance and provided feedback to ensure quality service was delivered.
- Observed performance of agents and provided feedback when needed.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Developed personalized plans to meet clients' specific needs and goals.
Operation manager
Fedex Ground
09.2018 - 06.2022
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Assisted in recruiting, hiring and training of team members.
- Supervised 20 employees on overseeing efficiency of operations and Meeting deadlines.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
- Maintained cleanliness and organization of workspace, working closely with employees to systemize tasks.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised daily operations of multi-million dollar Delivery operation.
- Responded to inquiries by answering telephone calls, in-person questions and emails.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes and talent management.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Oversaw and managed hiring process and assisted human resources.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Administered first-aid care in emergency situations, remaining level-headed and helping clients feel better.
Education
High school diploma -
Skills
- Leadership
- Team collaboration
- Time management
- Team Leadership
- Staff Management
- Natural leader
- Employee training
Awards And Acknowledgements
Operation manager of the month
Timeline
Supervising Agent
Globelifeinsurance
03.2023 - 10.2023
Operation manager
Fedex Ground
09.2018 - 06.2022