AMY KREWSON
Jacksonville,United States
Summary
With 11 years of experience in the Call Center Industry, I have expertise in Recruitment, Training, Quality Assurance, Work Force Management, and Team Management. I have developed technical knowledgebase articles that enhance inbound support call drivers and collaborated with clients to improve quality guidelines. I have also managed a team of inbound specialist support agents. My excellent written and communication skills have allowed me to excel in this field. I possess strong computer and application skills including proficiency in Microsoft Office Suite, Microsoft Excel, and PowerPoint.
Overview
9
9
years of professional experience
Work History
Technical Support Specialist
Firstsource
07.2023 - Current
- Walked individuals through basic troubleshooting tasks.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Recorded and maintained relevant notes for each client and work order.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Researched and identified solutions to technical problems.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
Call Center Supervisor
KrewCom Communications,LLC
11.2016 - Current
- Managed a team of75 -150 agents monitoring their productivity, providing technical guidance, and staff development
- Monitored individual and team results to identify and act on positive and negative performance trends to ensure attainment of revenue goals and performance target
- Responsible for motivating team members to meet company's goals while providing harmony among workers
- Held daily team meetings to ensure reps are fully updated and informed on all new information related to products, procedures, company related issues, changes, or actions
- Maintained a detailed and up to date knowledge of company's process and escalation path serving as a primary resource in order to assist Team members with technical, service, and procedural inquiries
- Monitored and evaluated the quality of the CSR telephone calls
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Participated in routine calibrations with the client to ensure top quality is provided and complete customer satisfaction
- Attends focus groups with the Call Center Manager, Client Services, and the Client with goals of improving the account's overall performance
Instructor
Joann's Fabrics And Crafts
06.2016 - 08.2018
- Applied various teaching aids to minimize learning gaps and instruct and motivate students
- Oversaw curriculum development and implementation in alignment with best practices
- Reviewed class and student records to identify improvement opportunities
- Promoted classroom safety, collaboration and best practices
Instructor
Michael's Arts & Crafts Store
07.2015 - 07.2016
- Applied various teaching aids to minimize learning gaps and instruct and motivate students
- Oversaw curriculum development and implementation in alignment with best practices
- Reviewed class and student records to identify improvement opportunities
- Promoted classroom safety, collaboration and best practices
Education
Master of Arts - Respiratory Therapy
Flagler Career Institute
Jacksonville, FL04.1995
No Degree - Medical Laboratory Technology
U.S. Army Science & Health
Ft Sam Houston, TX10.1986
High School Diploma - undefined
N.B. Forrest High School
Jacksonville, FL07.1985
Skills
- Proven ability to adapt quickly
- Eager to learn and willing to work hard
- Excellent communication skills
- Benchmark Setting
- Quality Assurance
- Productivity Benchmarks
- Performance Tracking and Evaluations
- Continuous Quality Improvement (CQI)
- Key Performance Indicators (KPIs)
- Team-Building Exercises
- Technical troubleshooting
- Remote support
- Customer support
Timeline
Technical Support Specialist
Firstsource
07.2023 - Current
Call Center Supervisor
KrewCom Communications,LLC
11.2016 - Current
Instructor
Joann's Fabrics And Crafts
06.2016 - 08.2018
Instructor
Michael's Arts & Crafts Store
07.2015 - 07.2016
No Degree - Medical Laboratory Technology
U.S. Army Science & Health
High School Diploma - undefined
N.B. Forrest High School
Master of Arts - Respiratory Therapy
Flagler Career Institute
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