Artavia Baker
Sandy Springs,GA
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Knowledgeable about overseeing schedules, administration and training. Hardworking individual with skills in word processing, time management and scheduling. Analytical problem-solver comfortable working in fast-paced environments with minimal oversight. Excellent skills in HRIS systems and file management systems.
Overview
7
7
years of professional experience
Work History
Call Center Supervisor
Bakkt
2021.05 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Prepared agendas and took notes at meetings to archive proceedings.
- Trained team members on performance metrics and consumer behavior identification.
- Effectively managed assigned cases, collecting and documenting details using epsilon.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Ensured compliance with industry regulations through regular review of policies and procedures as well as thorough training sessions for all employees.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
HR Intern
BAKKT
2024.01 - 2024.01
- Processed payroll accurately and timely, ensuring all employees were compensated fairly for their work contributions.
- Supported HR team with the creation of comprehensive onboarding materials, improving employee retention rates.
- Managed confidential personnel files, maintaining accuracy and upholding strict privacy standards.
- Posted job openings, screened resumes and scheduled interviews to fill positions with qualified candidates.
- Worked with HR team to coordinate company events.
- Assisted in organizing company-wide events, boosting morale and fostering positive workplace relationships among colleagues.
- Developed strong written and verbal communication skills.
Member Service Supervisor
Vystar
2019.10 - 2021.05
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Maintained and managed customer files and databases.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed escalated situations professionally, resolving conflicts effectively while maintaining positive relationships with members.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Developed and implemented incentive programs to increase sales and customer loyalty.
- Mentored new hires, resulting in higher retention rates and faster integration into the team.
Senior Fraud Specialist
Citibank
2017.02 - 2019.10
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Testified in court for both civil and criminal cases, answering questions honestly and respectfully.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
Education
High School Diploma -
Robert E Lee High School
Jacksonville, FL2016-06
Skills
- Timekeeping abilities
- Account updating
- Report writing
- Performance improvements
- Employee engagement
- Strategic planning
- Change Management
- Strategic Planning
- Performance Management
- Document Management
- Employee Coaching
- Coaching and Mentoring
- Performance Evaluation
- Employee Motivation
- Problem-Solving
- Organization and Time Management
- Multitasking
- Excellent Communication
- Active Listening
- Friendly, Positive Attitude
- Dependable and Responsible
- Flexible and Adaptable
- Team building
- Personnel Documentation Verification
- Recruitment Oversight
- Word Processing
- Eligibility Requirements
Timeline
HR Intern
BAKKT
2024.01 - 2024.01
Call Center Supervisor
Bakkt
2021.05 - Current
Member Service Supervisor
Vystar
2019.10 - 2021.05
Senior Fraud Specialist
Citibank
2017.02 - 2019.10
High School Diploma -
Robert E Lee High School
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