Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carla Hardy

Stonecrest ,GA

Summary

Over 16 years of expertise in call center operations and customer relations, specializing in leadership. Lead Contact Center Manager, dedicated to fostering team excellence and development. Recognized as a proven mentor and coach adept at turning challenges into positive experiences, while enhancing operational efficiency. Skilled in optimizing customer retention in competitive markets, with exceptional leadership capabilities. Esteemed for building and leading teams, cultivating enthusiastic commitment to client relations and achieving organizational goals through results-driven production. Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.

Overview

15
15
years of professional experience

Work History

Contact Center Manager

Goldschmitt & Associates
Leesburg, VA
11.2023 - Current
  • Take ownership of team outcomes and results.
  • Recommend and spearhead action plans to enhance service levels.
  • Cultivate a culture of accountability and responsibility among the team.
  • Implement motivational strategies to boost team morale.
  • Acknowledge and reward both individual and team achievements.
  • Foster a positive and collaborative work environment.
  • Utilize a wide range of administrative, analytical, and technical approaches to uphold the quality and dependability of client services.
  • Plan and execute weekly team meetings that increase productivity and provide a successful outlet for ideas and innovation.
  • Coach and mentor employees on precise interaction processes, quality standards, and productivity measures.
  • Identified opportunities for process improvements based on feedback from customers and employees.

Manager/Senior Support Analyst

Guidehouse-Turn 2 Partners
Herndon, VA
11.2021 - 11.2023
  • Guide and develop upwards of twenty-five employees in accurate interaction processes, quality, and productivity by providing virtual one-on-one evaluations.
  • Motivate and strengthen teams and individual personnel in a contact center setting.
  • Plan and execute weekly team meetings that increase productivity and provide a successful outlet for ideas and innovation.
  • Compile and deliver performance reviews that accurately reflect the goals, objectives, and accomplishments of all direct reports to Senior Level Executives.
  • Conduct live and/or recorded phone monitors and account audits to evaluate the level of quality provided to the clients.
  • Ability to effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment.
  • Demonstrates ownership for overall team results; recommends and leads the implementation of plan(s) of action to improve the team's achievement of service level(s)
  • Leveraged data analysis techniques using Excel, Power BI, and AWS to identify underperformers within the data sets, presenting a major trend to clients, and providing actionable recommendations to identify and optimize underperforming support specialists.
  • Utilized Power BI to improve data visualization, performance, and detection of trends to drive process changes, resulting in a 95% increase in operational efficiency and quality control in the team.
  • Led various projects for the client organization through analyzing system logs, error messages, and other diagnostic data to determine underlying causes and execute successful remedies.
  • Function as a regarded consultant for clients by streamlining and maintaining technical documentation, knowledge base policies, and standard operating procedures to improve support efficiency and effectiveness.
  • Created a plan centered on metrics reports by optimizing staff workflow, coordinating the process of appropriate work accommodations, and contributing to the creation of client proposals by giving research and analysis-based insights and suggestions.

Senior Client Support Analyst/Senior Quality Analyst

First Advantage
Atlanta, GA
02.2013 - 05.2021
  • Completed quality control review of assigned teams for accuracy and adherence to quality standards.
  • Works closely with sales, support, billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues.
  • Regularly evaluates the effectiveness of training and develops appropriate training solutions/changes to ensure an elevated level of competence.
  • Evaluated help desk and team statistics daily to identify improvements, including each team member's call count, call processing time, and time unavailable.
  • Reviews data and provides analysis feedback to analysts on goals and statistics daily.
  • Conducted live and/or recorded phone monitors and account audits to evaluate the level of quality provided to First Advantage clients.
  • Administered reports to the Head of Quality Assurance and Continuous Improvement on the status of the training program.
  • Analyzed trends and makes recommendations for improvement and progression.
  • Conducts training seminars domestic and abroad (via conference call) on quality control with supervisors and managers
  • Resolves high-level customer complaints and completes assigned work within established error rates and production requirements.
  • Utilizes a variety of administrative, analytical, and technical methods and techniques to ensure the quality and reliability of First Advantage's client services.
  • Compiles spreadsheets and reports weekly and monthly to managers and executives.
  • Ensures that all services required by clients are completed properly and in accordance with QAP and client SOW.
  • Cross trains the team leads in the US and India in the importance of Quality.
  • Executed project plans, work plans, schedules, and project responsibility matrix; identified resources, defined roles, and arranged for assignment of key participants.
  • Works independently on projects and tasks with minimal supervision.
  • Spearheaded the personal growth and development of individuals within the team.
  • Mentored and developed approximately one hundred Agents – 5 audits per Agent per month, 460 total audits per month, fifty-eight audits per QA Analyst per week.
  • Authored detailed, informative emails with the agenda highlighting statistics and noticeable agent trends.
  • Coordinated calibration calls each month with all International QA and Team Leads, and US Supervisors.

Technical Support Analyst

Insight Global
Atlanta, GA
02.2012 - 02.2013
  • Provided client support and technical issue resolution via email, phone, and chat.
  • Managed multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented and providing timely progress updates to customers and account managers.
  • Provides training to clients in the use of system and applications related to the Internet.
  • Worked closely with Level 2 support, development, and product management teams on technical escalations and product improvements.
  • Diagnosed, troubleshot, and resolved software application, data transfer, and connectivity issues related to service and product offerings.
  • Identifies and corrects or advises on operational issues in client computer systems.

Project Manager /Quality Assurance

SMS Logistics
Atlanta, GA
07.2009 - 01.2012
  • Managed the proper operation of the business/customer service division.
  • Spearheaded the implementation of the employee/management communication program.
  • Improved employee work performance, client relationships, and implemented customer incentive programs.
  • Resolved various customer issues and complaints on a consistent basis.
  • Executed consistent, high-class, and well-timed customer service to reach individual objectives and aimed performance levels.
  • Prepared daily, weekly, and monthly reporting on sales and customer service.
  • Responsible for all administrative, clerical, and telecommunication tasks, which included customer service and staff supervision.
  • Ensured compliance with contract-related services, interviewing, orientations, and invoicing.
  • HR functions included.
  • Maintains departmental standard of answering and resolving inbound customer service daily.
  • Supervised the Quality department employees, ensured timely and accurate responses regarding all business concerns.
  • Recruited, interviewed, and made hiring decisions, and extended employment offers.
  • Completed annual performance reviews.
  • Supervised, developed, and motivated associates regarding their daily tasks.
  • Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.

Education

Bachelors of Science - Design

Westwood College

Skills

  • Client Relations
  • Coaching & Development
  • Quality Assurance
  • Employee Training
  • Performance Standards
  • Cultural Diversity
  • Virtual Team Management
  • Information tracking
  • Technical Support

Timeline

Contact Center Manager

Goldschmitt & Associates
11.2023 - Current

Manager/Senior Support Analyst

Guidehouse-Turn 2 Partners
11.2021 - 11.2023

Senior Client Support Analyst/Senior Quality Analyst

First Advantage
02.2013 - 05.2021

Technical Support Analyst

Insight Global
02.2012 - 02.2013

Project Manager /Quality Assurance

SMS Logistics
07.2009 - 01.2012

Bachelors of Science - Design

Westwood College

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Carla Hardy