Ariel Steffey
Piney Flats,TN
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and team building experience.
Overview
10
10
years of professional experience
Work History
Supervisor of Operations
Teleperformance USA
Bristol, TN
08.2021 - Current
- Developed and implemented policies and procedures for efficient workflow.
- Provided training and guidance to team members on operational procedures and best practices.
- Monitored employee productivity levels to identify areas for improvement or additional resources needed.
- Prepared reports summarizing key metrics, such as customer satisfaction scores.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Customer Service Representative
Teleperformance USA
Bristol, TN
09.2014 - 07.2021
- Salesforce, Microsoft Excel, Microsoft Word.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Mentored new employees on procedures and policies to maximize team performance.
Education
High School Diploma -
Sullivan East High School
Bluff City, TN05-2012
Skills
- Recruitment and hiring
- Program Planning
- Team Development
- Six Sigma Methodologies
- Staff Management
- Scheduling
- Employee Supervision
- Performance Management
- Payroll Administration
- Operations Management
- Teamwork and Collaboration
- Project Coordination
- Coaching and Mentoring
- Written Communication
- Continuous Improvement
- Customer Service
- Team building
- Active Listening
- Professionalism
- Performance Improvement
Timeline
Supervisor of Operations
Teleperformance USA
08.2021 - Current
Customer Service Representative
Teleperformance USA
09.2014 - 07.2021
High School Diploma -
Sullivan East High School