Carrissa Hunter
Fort Worth,TX
Summary
Dynamic Call Center Team Leader with proven expertise in team management and quality assurance, honed at Cook Children's Medical Center. Excelled in enhancing team performance and customer satisfaction through effective coaching, mentoring, and leveraging technical skills in Genesis and Teams. Demonstrated ability to drive achievements, significantly improving call strategy and customer retention.
Overview
22
22
years of professional experience
Work History
Call Center Team Leader
Cook Children's Medical Center
01.2020 - Current
- Provided knowledge and resources to prepare each team member for success and top performance.
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Assisted in training, motivating and coaching team members to meet required center goals.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Managed team rotations to man center effectively during peak hours.
- Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised 16 agents in providing excellent customer service to callers requiring assistance for problem resolution and technical issues.
Travel Agent
Carlson Leisure Group
10.2004 - 08.2005
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
Call Center Team Leader
321 Studios
04.2003 - 04.2004
- Provided knowledge and resources to prepare each team member for success and top performance.
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Prioritized team and individual goals to effectively achieve business objectives.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised 15 agents in providing excellent customer service to callers requiring assistance for problem resolution and technical issues.
Education
Associate of Applied Science - Radiologic Technology
TCCD
Fort Worth, TX06-2029
High School Diploma -
Kilmer South High School
Milwaukee, WISkills
- Team management
- Information tracking
- Call monitoring
- Staff motivation
- Quality assurance
- Technical support
- Training coordination
- Coaching and mentoring
- Schedule coordination
- Genesis, Teams and Workday expertise
Timeline
Call Center Team Leader
Cook Children's Medical Center
01.2020 - Current
Travel Agent
Carlson Leisure Group
10.2004 - 08.2005
Call Center Team Leader
321 Studios
04.2003 - 04.2004
Associate of Applied Science - Radiologic Technology
TCCD
High School Diploma -
Kilmer South High School
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