Brian Stebbins
Orlando
Summary
Dedicated and results-oriented team leader with extensive experience in customer support, technical troubleshooting, and team development. Known for strong interpersonal skills, adaptability, and a focus on coaching team members to meet and exceed performance goals. Experienced in supervising staff, facilitating training, and delivering high-quality customer service. Proven ability to manage performance metrics, streamline processes, and enhance team productivity while fostering a positive and goal-oriented environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Quality Lead
Alorica
04.2019 - Current
- Supervise and coach a team of technical support agents, fostering an environment of growth and accountability, with a strong focus on performance improvement and goal attainment
- Conduct weekly agent coaching sessions and performance evaluations, using both verbal and written feedback to drive continuous improvement in quality scores and productivity
- Regularly manage escalated calls, demonstrating a high level of customer service and assisting agents with conflict resolution and complex troubleshooting
- Track and manage key performance metrics (e.g., Average Handling Time, Quality Scores), developing strategies to meet and exceed program-specific goals
- Collaborate with upper management to ensuring alignment on service standards, program updates, and process changes
- Identify skill gaps and implement targeted training sessions to address development needs, continuously adapting strategies to meet evolving client expectations
- Lead by example in technical issue resolution, ensuring complex issues are handled efficiently and documenting troubleshooting processes for future training.
Education
Associate of Arts (A.A.) -
Valencia College
Orlando, FL01.2014
Skills
- Leadership & Team Development: Extensive experience coaching teams, providing constructive feedback, and improving agent performance through goal-oriented mentorship
- Performance Management: Skilled in tracking and optimizing key performance metrics, with a focus on quality improvement and time management compliance
- Customer Service Excellence: Committed to delivering high-quality customer service, with expertise in managing escalated calls and maintaining positive client relationships
- Technical Troubleshooting: Strong background in diagnosing and resolving complex hardware and software issues, utilizing knowledge base systems effectively
- Adaptability: Proven ability to adapt to changing environments and workflows, with experience in both on-site and remote team management
- Time Management: Ability to prioritize and organize different tasks in a work at home environment to ensure all work is completed in an efficient manner
Certification
- Microsoft Systems Administrator (MCSA), Valencia College, 2013
- Business Specialist, Valencia College, 2013
Timeline
Quality Lead
Alorica
04.2019 - Current
Associate of Arts (A.A.) -
Valencia College
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