Summary
Overview
Work History
Education
Skills
Timeline
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BREANA WEAKLEY

MILWAUKEE,WI

Summary

Proven leader in enhancing call center operations, I excelled at Amazon by elevating call quality and team performance through effective coaching and the implementation of robust process controls. Leveraging skills in quality assurance and staff motivation, I significantly improved customer satisfaction and operational efficiency. My adeptness in technical support and fostering long-term customer relationships underpins my professional achievements.

Overview

4
4
years of professional experience

Work History

Call Center Supervisor

Amazon
11.2022 - 02.2024
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.

Call Center Sales Representative

Khols Distribution Center
03.2020 - 07.2022
  • Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
  • Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
  • Developed long-term relationships with customers by providing exceptional service and tailored solutions.
  • Enhanced team productivity by collaborating on strategies to improve call center performance metrics.

Customer Service Representative

Walmart
01.2020 - 04.2021
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Education

High School Diploma -

YWCA
Milwaukee, WI
06-2013

Skills

  • Quality assurance

  • Call monitoring

  • Coaching and mentoring

  • Staff motivation

  • Document management

  • Customer service focus

  • Schedule coordination

  • Technical support

Timeline

Call Center Supervisor

Amazon
11.2022 - 02.2024

Call Center Sales Representative

Khols Distribution Center
03.2020 - 07.2022

Customer Service Representative

Walmart
01.2020 - 04.2021

High School Diploma -

YWCA

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BREANA WEAKLEY