Barbara Jean Riley
Pensacola,Florida
Summary
Summary of qualifications Extensive training in administration, customer service, clerical aspects and over 25 years of Call Center Supervisory experience Background in employee training and data entry, manager, quality assurance Excellent written and verbal communication skills. Demonstrate positive leadership skills with the ability to motivate, guide, and influence others toward reaching goals. Demonstrate ability to handle pressure, deadlines and flexible working environment. Proven ability to consistently maintain composure and professionalism.
Overview
19
19
years of professional experience
Work History
Team Manager
Alorica
11.2018 - 08.2022
- Manage approximately 15-16 agents on Verizon line group
- Conduct weekly coaching sessions and monthly communications/team huddles
- Stay abreast of policies and procedures for maximum proficiency
- Develop, coach and provide ongoing support
- Meeting goals and overall providing excellent customer service
- Completed special projects as requested.
- Led employee relations through effective communication, coaching, training and development.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Facilitated weekly meetings to communicate team performance goals and results.
Quality Assurance Coordinator
Alorica
08.2007 - 11.2018
- Quality Functions - Coordinate client calibration, research customer complaints
- Drafted and reviewed quality assurance policies and procedures, improving customer feedback metrics by 80%.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- I also meet or exceed client and company goals and objectives while ensuring adherence to department policy and procedures
- Troubleshoot and resolve escalated customer issues timely
- Participate in and develop procedures for evaluation and documentation of calls while partnering with other sites to ensure consistency
- Make certain audits on call quality are completed timely and accurate
- Monitor staffing levels, trends and turnover and prepare recommendations to management outlining efforts to maintain a quality staff
- Provide feedback on development of quality training for operations employees in order to meet Company goals and objectives
- Drafted reports on quality verification activity outcomes, presenting findings to decision-makers and recommending response efforts.
Operations Supervisor
West Corporation
01.2004 - 10.2018
- Manage 6 Team Lead with approximately 15-20 agents per Team lead to ensure departmental and company goals are met
- Conduct one-on-one sessions and monthly communications/team meetings with Team Leads
- Kept abreast of policies and procedures and communicated to Team
- Develop, instruct, and recognize Team Leads to assure productivity and quality goals are met consistently for overall team
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Provide feedback on Team Leads job performance.
Quality Assurance Supervisor
West Corporation
05.2005 - 08.2007
- Proactively manage activities of performance assessment staff at assigned locations by ensuring all functions are efficiently performed
- Managed 15 employees both Comcast and American Express
- Oversee activities related to call monitoring of new trainees and production employees to ensure call quality meets or exceeds client goals and objectives
- Participate in regular calibration sessions with designated departmental staff to determine consistency of evaluation process, reviewing results until consensus is reached
- Perform regular audits on assigned staff members to ensure consistency of methods and procedures, quality of evaluation, and accuracy of scoring, documenting and providing feedback on strengths and opportunities
- Proactively oversee activities involved in timely resolutions of quality assurance issues; regularly review feedback concerning quality assurance techniques and effectiveness to determine recurring problems and recommend improvements aimed at reducing future occurrences
- Coach, develop, and mentor subordinates to achieve quality performance, assist in setting and attaining development goals; thoroughly prepare for and professionally conduct timely performance appraisals of direct reports.
Education
Some College (No Degree) - Computer Science
Independence University
Salt Lake City, UTData Entry Operations
George Stone Center
Pensacola, FL03.1994
Business Administration
Alabama State University
Montgomery, AL03.1982
Skills
- Proficient in Microsoft Office applications
- Providing Feedback
- Employee Surveys
- Performance Improvement
- Service Now
- Data Entry
- Google Suite
- Time Management
Timeline
Team Manager
Alorica
11.2018 - 08.2022
Quality Assurance Coordinator
Alorica
08.2007 - 11.2018
Quality Assurance Supervisor
West Corporation
05.2005 - 08.2007
Operations Supervisor
West Corporation
01.2004 - 10.2018
Some College (No Degree) - Computer Science
Independence University
Data Entry Operations
George Stone Center
Business Administration
Alabama State University
Similar Profiles
Martin Saul Avila RenovatoMartin Saul Avila Renovato
Virtual Card Processor at AloricaVirtual Card Processor at Alorica
ASYA TUCKASYA TUCK
Senior Customer Service Specialist at AloricaSenior Customer Service Specialist at Alorica
Natalie WrightNatalie Wright
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Carly WadeCarly Wade
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Miriam CuellarMiriam Cuellar
Team Lead/Artist at M.A.C. Cosmetics at NordstromTeam Lead/Artist at M.A.C. Cosmetics at Nordstrom