Bethelihem belew
Houston
Summary
Dedicated Call Center Supervisor with proven skills in team leadership, customer satisfaction, and performance improvement. Expertise in analyzing metrics to enhance service quality and drive operational efficiency.
Dynamic Call Center Supervisor with a track record of enhancing team performance through effective training and mentorship. Known for strong problem-solving abilities and attention to detail, consistently achieving high customer satisfaction ratings and operational goals.
Results-driven professional with extensive experience in call center operations, focused on achieving service excellence and process enhancements. Skilled in metrics analysis and team development, committed to fostering a collaborative environment and driving measurable improvements.
Overview
16
16
years of professional experience
Work History
Customer Service Call Center Supervisor
Everisepc
Remote
01.2024 - 03.2025
- Supervised daily operations of call center, ensuring adherence to service standards.
- Trained and mentored new agents, enhancing team performance and customer satisfaction.
- Analyzed call metrics to identify areas for improvement and implement effective solutions.
- Developed and executed training programs for staff on product knowledge and customer engagement strategies.
Call Center Supervisor
ContinuumGlobal
Remote
01.2021 - 01.2024
- Supervised daily operations of call center, ensuring adherence to service level agreements.
- Led performance management initiatives, fostering team development and enhancing customer satisfaction.
- Analyzed call metrics to identify trends, implementing strategies for process improvement and efficiency.
- Trained and mentored new supervisors on best practices in team leadership and operational excellence.
Pharmacy Tech
Walmart
Houston
03.2009 - 01.2018
- Dispensed medications accurately, ensuring compliance with pharmacy regulations and safety protocols.
- Assisted pharmacists in managing inventory levels to optimize stock availability and reduce waste.
- Maintained precise patient records, enhancing information accessibility and facilitating effective communication.
- Trained new team members on procedures and software systems, fostering a collaborative work environment.
Education
Bachelor of Science - Criminal Justice
Southern New Hampshire University
Hooksett, NH08-2027
Associate of Science - Graphic Design
The Art Institutes
Pittsburg, KS09-2018
Associate of Science - Network And System Administration
San Jacinto College
Pasadena, TX08-2004
Skills
- Escalation handling
- Call monitoring
- Policy enforcement
- CRM software expertise
- Service quality assurance
- Sales support
- Complaint handling
- Feedback delivery
- Workforce planning
- CRM software
- Teamwork
- Customer service
- Problem-solving
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking and organization
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
Timeline
Customer Service Call Center Supervisor
Everisepc
01.2024 - 03.2025
Call Center Supervisor
ContinuumGlobal
01.2021 - 01.2024
Pharmacy Tech
Walmart
03.2009 - 01.2018
Bachelor of Science - Criminal Justice
Southern New Hampshire University
Associate of Science - Graphic Design
The Art Institutes
Associate of Science - Network And System Administration
San Jacinto College