ANGELINA SUTTON
Orlando,FL
Summary
Experienced Call Center Supervisor with 9+ years of expertise in customer service, training, and operations management. Demonstrated track record of leading teams to success through effective coaching and communication. Expert in developing efficient customer service protocols and processes. Skilled in managing call center operations and providing timely problem resolution. Seeking a Call Center Supervisor role to apply extensive experience and drive exceptional performance.
Overview
9
9
years of professional experience
Work History
Operations Supervisor
Total Med
06.2023 - 11.2024
- Supervised a team of 15+ customer support agents, providing guidance and ensuring quality customer service.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Monitor call center performance metrics, such as average call wait time, customer satisfaction, and call abandonment rate.
- Introduced innovative strategies to streamline workflows, effectively reducing average handle time while maintaining quality standards.
- Provided guidance, training, coaching and mentoring to call center team members.
- Analyze customer service data, identified areas of improvement and implemented strategies to achieve organizational goals.
- Proficiency in Excel, Tableau, and reporting platforms/methodologies.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Healthcare Call Center Supervisor
Cognizant Technologies Solutions
12.2021 - 08.2023
- Supervised employees at a high-volume Call Center, addressing concerns and resolving issues, while ensuring adherence to company policies and procedures.
- Achieved a 20% increase in first call resolution by coaching and developing staff on effective communication, conflict resolution, and customer service skills.
- Improved voice operations by automating client correspondence, record tracking and data communications.
- Operated CRM system and Microsoft office tools while assisting 50+ customers a day.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
Customer Care Supervisor
First Horizon Bank
04.2017 - 12.2021
- Supervised over 30+ employees in a high-volume, Call Center, addressing concerns and resolving issues, while ensuring adherence to company policies and procedures.
- Achieved a 20% increase in first call resolution by coaching and developing staff on effective communication conflict resolution, and customer service skills..
- Improved voice operations by automating client correspondence, record tracking and data communications.
- Operated CRM system and Microsoft office tools while assisting 30+ customers inquiries a day.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
Team Lead
Diamond Resorts International
08.2015 - 04.2017
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Coached team members in techniques necessary to complete job tasks.
- Oversaw team of 20 agents focused on Timeshare Booking calls.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
Education
High School Diploma -
University High School
Orlando, FLSkills
- Documentation and Recordkeeping
- Performance monitoring
- Coaching and Mentoring
- Data analysis
- Operations Management
- Task Delegation
- Quality Assurance
- Microsoft Office
- Scheduling
- CRM Software
- Sales Support
- Performance monitoring
- Staff Supervision
- Data Entry
Timeline
Operations Supervisor
Total Med
06.2023 - 11.2024
Healthcare Call Center Supervisor
Cognizant Technologies Solutions
12.2021 - 08.2023
Customer Care Supervisor
First Horizon Bank
04.2017 - 12.2021
Team Lead
Diamond Resorts International
08.2015 - 04.2017
High School Diploma -
University High School
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