Angie Frillman
Springfield,MO
Summary
Dedicated Call Center Supervisor over 4 years with experience in assisting agents in capturing credit cards, as well as , saving accounts. Authorized to work in the US for any employer Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
11
11
years of professional experience
Work History
Call Center Supervisor
The Results Company
12.2017 - 06.2023
- Supervise team of 12-25 agents for same client (SXM Connected Vehicle)
- Call monitoring of agents and reviewing scores with agents during coaching
- Monitoring agents adherence, conformance, attendance and sales numbers
- Coaching agents to improve customer service skills in regards to their tone and energy
- Also, reviewed ways to be more assumptive and assertive when asking for sale
- Proactively handled calls during peak hours
- 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.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Developed process controls and metrics for daily management of call center.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- 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.
- Led daily team meetings to review performance, set targets and motivate staff.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Evaluated data to identify trends and determine customer service needs.
Housekeeping Room Attendant
Doubletree By Hilton
02.2016 - 08.2017
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
- Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
Assistant Store Manager
Fastrip Gas Station
10.2014 - 02.2016
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Assistant Store Manager
Country Express
02.2012 - 10.2014
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
Education
Some College (No Degree) - Nursing
Cox College
Springfield, MOSkills
- Behavior Identification
- Customer Needs Assessments
- Employee Engagement
- Team-Building Exercises
- Key Performance Indicators (KPIs)
- Data Analysis
- Employee Motivation
- Employee Support
- Quality Improvement Strategy
- Corrective Actions
- Disciplinary Action
- KPI Tracking
- Employee Coaching and Mentoring
- Microsoft Office
- Team Coaching
- Call Center Strategy
- Motivational Leadership
- Data Analysis and Modeling
Timeline
Call Center Supervisor
The Results Company
12.2017 - 06.2023
Housekeeping Room Attendant
Doubletree By Hilton
02.2016 - 08.2017
Assistant Store Manager
Fastrip Gas Station
10.2014 - 02.2016
Assistant Store Manager
Country Express
02.2012 - 10.2014
Some College (No Degree) - Nursing
Cox College
Similar Profiles
Marie Bill ManzanoMarie Bill Manzano
Medical Claims Processor at The Results CompanyMedical Claims Processor at The Results Company
Keiwanda StewartKeiwanda Stewart
Customer Service Representative at The Results CompanyCustomer Service Representative at The Results Company
Jessie R StimpsonJessie R Stimpson
Customer Service Advocate at The Results CompanyCustomer Service Advocate at The Results Company