Armin Jazic
Spokane,WA
Summary
Knowledgeable Supervisor with strong background in leading contact center teams to achieve high customer satisfaction. Proven track record of managing daily operations and implementing process improvements that enhance service quality. Demonstrated ability in team leadership and effective communication. Expert in fostering employee growth and maintaining high levels of team engagement and performance.
Overview
16
16
years of professional experience
Work History
Contact Center Supervisor
BECU Credit Union
02.2015 - 04.2024
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of [Number] agents and surpassed individual and corporate goals.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
Sales Associate
Verizon Wireless
02.2008 - 11.2013
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Education
No Degree - Marketing
Eastern Washington University
Cheney, WAHigh School Diploma -
Joel E Ferris H.S.
Spokane, WA06.2003
Skills
- Effective coaching
- Compliance knowledge
- Call Monitoring
- Workforce Management
- Quality Assurance
- Training delivery
- Coaching and Mentoring
- Employee Coaching
- Performance Evaluation
Languages
Croatian
Native or Bilingual
German
Full Professional
Timeline
Contact Center Supervisor
BECU Credit Union
02.2015 - 04.2024
Sales Associate
Verizon Wireless
02.2008 - 11.2013
No Degree - Marketing
Eastern Washington University
High School Diploma -
Joel E Ferris H.S.