Ayana Morgan
Rockwall,TX
Summary
Results-driven Call Center Manager with over 7 years of experience in training and mentoring teams to resolve inquiries effectively, fostering customer loyalty, and enhancing revenue. Proven expertise in developing and implementing training protocols that elevate performance and improve caller satisfaction. Adept at managing high-volume call environments while maintaining exceptional service standards.
Overview
7
7
years of professional experience
Work History
Call Center Manager
W3 Electric
Rowlett, USA
01.2025 - Current
- Supervised daily operations of call center team and ensured adherence to policies.
- Trained staff on customer service protocols and effective communication techniques.
- Managed scheduling and staffing to optimize coverage during peak hours.
- Conducted performance evaluations to provide constructive feedback and guidance.
- Resolved escalated customer issues with effective problem-solving strategies.
- Implemented process improvements to streamline workflows and increase efficiency.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Managed vendor relationships so that services provided were cost effective yet met high quality standards.
- Participated actively in product launches or campaigns related to the call center operations.
- Developed quality assurance standards and established targets for all staff.
Front Line Manager | Customer Service Representative
Genpact LLC
Richardson, USA
06.2019 - 08.2024
- Led a team of agents, coaching and training on call handling, reducing shrinkage, and improving customer satisfaction.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Collaborated with other departments to streamline processes and improve service delivery.
- Maintained up-to-date knowledge of industry trends and customer service best practices.
- Developed incentive programs to motivate staff and increase team performance.
- Ensured compliance with company policies and regulatory requirements within the call center.
- Prepared reports on team performance, customer feedback, and operational metrics for senior management.
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
- Participated in the recruitment and selection process for new team members.
- Identified and addressed training gaps to enhance team competency and efficiency.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Managed escalated cases and implemented quality assurance practices to improve client retention.
- Presented performance reviews and KPI dashboards to leadership, driving operational improvements.
- Mentored agents for career growth, building a strong leadership pipeline.
- Started as a Customer Service Representative in credit card services, quickly promoted based on performance and leadership skills.
Education
Associate of Arts - Business Administration
Collin College
McKinney, TX12-2020
Skills
- Call Center Leadership & Operations
- Customer Service Excellence
- Training & Coaching
- Process Development & Improvement
- Conflict Resolution
- CRM & Call Center Software (Amazon Connect, Verint)
- Compliance management
- Performance management
- KPI Tracking & Reporting
- Time Management & Organization
- Strong Communication (90 WPM)
- Compliance auditing
- HR reporting
- Conflict resolution
- Effective communication
- Onboarding and orientation
- HR policies and procedures
Timeline
Call Center Manager
W3 Electric
01.2025 - Current
Front Line Manager | Customer Service Representative
Genpact LLC
06.2019 - 08.2024
Associate of Arts - Business Administration
Collin College