Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Bianca Scott

Bianca Scott

Call Center Supervisor
Suwanee,GA

Summary

Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.

Overview

5
5
years of professional experience

Work History

Call Center Manager

Chime Solutions
11.2020 - Current
  • Managed senior-level personnel working in marketing and sales capacities.
  • Launched quality assurance practices for each phase of development
  • Led employee relations through effective communication, coaching, training, and development.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Aligned team goals and objectives with organizational strategy, aiding business growth.
  • Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
  • Optimized schedules, forecasts and other tools to present to management.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Collaborated with managers to identify and address employee relations issues.
  • Conducted performance reviews and provided feedback to managers on employee performance.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Provided training on dashboard and package development to team members and management.

Call Center Trainer

Chime Solutions
01.2021 - 10.2022
  • Supported productivity increase and business growth through new hire training and mentoring.
  • Delivered instructional presentations on equipment use, focusing on efficiency and safety.
  • Recruited and trained new members of guest service team.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Implemented new training courses after assessing corporate data and identifying employee weaknesses.
  • Identified and recommended staff for key positions and departments.
  • Developed individualized training plans to achieve staff readiness.
  • Educated clients on proper use of products and systems.
  • Analyzed team performance and identified opportunities for additional training.
  • Contributed to reductions in employee turnover by revamping training programs.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Implemented diverse instructional methods, optimizing trainee engagement.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Developed effective training plans based on department needs and objectives.

Kids Club Supervisor

Onelife Fitness- Dunwoody
Dunwoody, GA
06.2018 - 10.2020
  • Organized and participated in recreational and educational activities such as games, drawing, crafts and reading to interact with children positively and age appropriately.
  • Introduced children to educational games and activities to boost learning.
  • Led children in creative, athletic, and educational activities while maintaining safe and orderly group.
  • Planned and delivered exciting entertainment and activity programming using imaginative ideas for special promotions.
  • Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
  • Registered and coordinated check-in and check-out of children and parents and watched and cared for children to promote safety.
  • Maintained discipline with children and initiated positive reinforcement to control behavior.
  • Completed schedule for Kid's Club staff and audited payroll hours to determine accuracy.

Customer Service Representative

Vesta
05.2019 - 03.2020
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered prompt service to prioritize customer needs.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

High School Diploma -

North Springs High School
Atlanta, GA
05.2018

Skills

  • Managing Production Teams
  • Employee Performance Reviews
  • Operational Efficiency
  • Performance Tracking and Evaluations
  • KPI Monitoring
  • Quality Assurance
  • Quality Control Optimization
  • Data Analysis
  • Escalation Management
  • Reporting Skill
  • KPI Tracking
  • Continuous Quality Improvement (CQI)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Don't be afraid to give up the good to go for the great.
John D. Rockefeller

Timeline

Call Center Trainer

Chime Solutions
01.2021 - 10.2022

Call Center Manager

Chime Solutions
11.2020 - Current

Customer Service Representative

Vesta
05.2019 - 03.2020

Kids Club Supervisor

Onelife Fitness- Dunwoody
06.2018 - 10.2020

High School Diploma -

North Springs High School

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Bianca ScottCall Center Supervisor