ASH-SHAKURAH GIVENS
COLUMBUS
Summary
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction. Dedicated to optimizing times and service quality with a collaborative and analytical approach. Proficient in typical customer needs, behaviors and preferences, as well as recordkeeping requirements and performance strategies. Educates agents on call control and enhancing customer experiences.
Overview
14
14
years of professional experience
Work History
Account Coordinator, Team Lead
Fortuity
06.2023 - 06.2024
- Streamlined communication between clients and internal teams for seamless prior authorization submission.
- Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.
- Coordinated meetings, calls, and demos for person account management team.
- Escalated issues to appropriate channels as necessary.
Call Center Supervisor
Epiq Global
01.2021 - 05.2023
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Maintained strong call control and quickly worked through scripts to address problems.
- Trained and supervised new employees to promote overall team productivity and consistent service.
Documentation Validation Specialist
FEMA
01.2019 - 01.2021
- Validating documentation to process Covid-19 Funeral assistance claims
- Handled inbound and outbound calls pertaining to reimbursement for
- Covid-19 funeral assistance
- Registration Assistance
Customer Service Representative
Epiq
01.2017 - 01.2019
- Handled inbound calls pertaining to class action lawsuits, bankruptcies and data breach cases
- Claims Processing
- Quality Assurance
Retail Call Center Representative
Zulily
01.2014 - 01.2017
- Assisting customers by providing information and resolving their complaints
- Received payment by check, credit card , vouchers and automatic debits
- Customer retention specialist
Sales and Marketing Supervisor
T.H. Executives
01.2010 - 01.2014
- Door to door sales
- Assisting team with operations of customer service
- Cash accountability
Education
High School Diploma -
Continental Academy
Miramar, FL01.2009
Skills
- Prior Authorization Submission
- De-escalations
- Quality Control Optimization
- Motivational Leadership
- Team Building
- Microsoft Office
- Performance Management
- Quality Assurance
- Customer Service
- Document Management
- Payroll Administration
Timeline
Account Coordinator, Team Lead
Fortuity
06.2023 - 06.2024
Call Center Supervisor
Epiq Global
01.2021 - 05.2023
Documentation Validation Specialist
FEMA
01.2019 - 01.2021
Customer Service Representative
Epiq
01.2017 - 01.2019
Retail Call Center Representative
Zulily
01.2014 - 01.2017
Sales and Marketing Supervisor
T.H. Executives
01.2010 - 01.2014
High School Diploma -
Continental Academy
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