Alicia Parker
Summary
Resourceful Contact Supervisor known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, team leadership, and customer relationship management. Excel in communication, problem-solving, and adaptability to ensure positive outcomes in fast-paced environments.
Overview
26
26
years of professional experience
Work History
Remote Contact Supervisor
Homeless now
Sacramento, CA
11.2024 - 07.2026
- Oversaw daily operations of customer support channels and resources.
- Supported staff in resolving complex customer issues and implementing effective solutions.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Cultivated and sustained client relationships to drive customer satisfaction and loyalty.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Leveraged knowledge of company products and services to efficiently resolve customer complaints and concerns.
- Facilitated communication between departments to streamline operations and resolve issues.
- Developed strategies to improve team productivity and workflow efficiency.
- Evaluated borrower applications to determine eligibility for mortgage products
- Supervised weekend operations to ensure smooth service delivery and client support.
Contact Center Supervisor
Home services inc
Sacramento, CA
04.2022 - 02.2026
- Supervised daily operations of contact center team.
- Trained staff on customer service protocols and systems.
- Assisted in resolving complex customer inquiries and issues.
- Managed scheduling to ensure adequate coverage and efficiency.
- Conducted performance evaluations for team members regularly.
- Developed and implemented sales strategies that expanded client base and increased market share.
- Analyzed sales metrics to identify trends, enhance forecasting accuracy, and improve team performance.
- Trained and mentored junior sales staff, improving their skills and fostering professional development.
- Collaborated with marketing teams to create targeted campaigns that drive lead generation and conversion rates.
Contact Center Lead
Support relief
Irvine, California
05.2019 - 09.2022
- Led team operations to ensure effective customer service delivery.
- Monitored call queues to optimize resources and response times.
- Trained new employees on call handling and support protocols.
- Assisted in developing training materials for ongoing employee education.
- Created training materials, scripts and other resources to help improve agent productivity levels.
- Developed and maintained customer service standards, practices, policies and procedures.
- Developed and implemented effective sales strategies to enhance client engagement.
- Mentored junior sales representatives, fostering skills development and performance improvement.
Mental Health Manager
Helping hearts
04.2012 - 06.2017
- Managed team performance through regular coaching and feedback sessions.
- Developed strategic sales plans to increase customer engagement and retention.
- Implemented CRM tools to streamline communication and track sales progress.
- Analyzed market trends to identify opportunities for growth and development.
Coordinator
Drug Recovery
Irvine
01.2001 - 05.2005
- Conducted outbound sales calls to prospective clients, promoting financial relief services and generating interest in offerings.
- Collaborated with team members to create tailored solutions addressing customer needs and inquiries, enhancing customer satisfaction.
- Collaborated with team members to develop tailored solutions for customer needs and inquiries.
- Delivered product knowledge presentations to educate clients on service offerings, facilitating informed purchasing decisions.
Education
Associate in Arts (AA) - Human Development & Family Studies
American River College
Sacramento, CABachelor's degree - Liberal studies/ social sciences
Excelsior College
Albany, NYSkills
- CRM proficiency
- Customer service
- Team supervision
- Performance evaluation
- Team leadership
Work Experience
01-2012
Timeline
Remote Contact Supervisor
Homeless now
11.2024 - 07.2026
Contact Center Supervisor
Home services inc
04.2022 - 02.2026
Contact Center Lead
Support relief
05.2019 - 09.2022
Mental Health Manager
Helping hearts
04.2012 - 06.2017
Coordinator
Drug Recovery
01.2001 - 05.2005
Associate in Arts (AA) - Human Development & Family Studies
American River College
Bachelor's degree - Liberal studies/ social sciences
Excelsior College