Overview
Work History
Education
Skills
Timeline
Generic

Ashley Levy

Monmouth Junction,NJ

Overview

9
9
years of professional experience

Work History

Call Center Supervisor

New Jersey Resources
, NJ
12.2022 - Current
  • Lead a team of 20+ call center agents in a fast-paced environment, ensuring adherence
    to company policies and procedures
    ● Monitor and evaluate agent performance, providing coaching and feedback to drive
    continuous improvement
    ● Implement strategies to increase productivity, reduce call wait times, and improve
    customer satisfaction ratings
    ● Conduct regular team meetings to communicate performance goals, provide training
    on new processes, and address any issues or concerns
    ● Collaborate with other departments to streamline processes, resolve customer
    complaints, and ensure seamless operations
    ● Monitor call center metrics and develop strategies to meet and exceed KPIs
    ● Conduct regular team meetings to communicate goals and objectives
    ● Handle escalated customer inquiries and resolve issues in a timely and professional
    manner
    ● Implement training programs to ensure team members are equipped with the
    necessary skills and knowledge to excel in their roles

Call Center Supervisor

CORESTAFF Services
New Brunswick, NJ
11.2022 - 02.2024
  • Coached for performance improvement with an emphasis on gaining the root cause of negative behavior.
  • Provided development, motivation, and encouragement for team members to succeed in the job that they did for the company.
  • Utilized various computer programs (Outlook, PowerPoint, Excel, and Word) administratively supported the team.
  • Provided weekly key performance indicator stats to individual team members.
  • Conducted recursive training to new hire and experienced agents.
  • Actively built relationships with community agencies and led Outreach team.
  • Managed priorities in constant changing environment; Responsible for quality/ production of data reports compiled by call center reps.
  • Built strong inter-departmental relationships with various departments to streamline work processes Modeled attributes such as valuing diversity, communicating openly and honestly, demonstrating integrity, and leading change management.

Call Center Team Lead

ConnectiveRx
East Hanover, NJ
10.2015 - 11.2020
  • Respond to customer inquiries via phone, email, and chat
  • Troubleshoot customer issues and provide technical support
  • Resolve customer complaints and escalate issues to appropriate departments
  • Maintain customer records, update account information, and process orders
  • Monitor customer feedback and provide feedback to management
  • Follow up with customers to ensure satisfaction
  • Identify customer needs and suggest appropriate products and services
  • Generate sales leads and cross-sell products
  • Develop customer loyalty programs
  • Provide training and support to new and existing customers
  • Analyze customer service trends and recommend process improvements

Education

High School Diploma -

East Orange Campus High School
East Orange, NJ
06-2010

BBA - Business Administration

Southern New Hampshire University
Hooksett, NH

Skills

  • Call center operations management
  • Customer service excellence
  • Data analysis and reporting
  • Training and development
  • Quality assurance and performance improvement
  • Project management and coordination
  • Call routing and wait time reduction strategies
  • Complaint resolution and escalation
  • Customer retention and satisfaction
  • Vendor relationship management
  • Policy and procedure development
  • Call center software proficiency

Timeline

Call Center Supervisor

New Jersey Resources
12.2022 - Current

Call Center Supervisor

CORESTAFF Services
11.2022 - 02.2024

Call Center Team Lead

ConnectiveRx
10.2015 - 11.2020

High School Diploma -

East Orange Campus High School

BBA - Business Administration

Southern New Hampshire University

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Ashley Levy