Summary
Overview
Work History
Education
Skills
Timeline
Generic

CHAKA REDDIC

Dallas,TX

Summary

Operations Supervisor with 14 years of expertise in optimizing call center operations and leading teams to exceed performance metrics. Demonstrates proficiency in staff development, KPI management, and data analysis, using tools like Cisco and Salesforce to drive results. Committed to enhancing customer service and operational efficiency, aiming to leverage extensive experience in a dynamic environment.

Overview

12
12
years of professional experience

Work History

OPERATIONS SUPERVISOR

Duncan Solutions / Navient
04.2019 - 06.2025
  • Lead team to surpass targets through effective coaching, enhancing team output and morale.
  • Implemented recognition programs, significantly boosting team productivity and engagement.
  • Resolved complex issues, ensuring consistently high customer satisfaction and loyalty.
  • Analyzed call data to optimize scheduling, improving efficiency and resource allocation.
  • Maintained confidentiality and accuracy in records, ensuring compliance and trust.
  • Led a high-performing customer service team, driving measurable improvements in service levels and enhancing customer satisfaction through effective coaching.

OPERATIONS SUPERVISOR

Alliance One
03.2017 - 04.2019
  • Assists in the development, implementation, assessment and improvement of day-to-day operations of NTTA inbound call center.
  • Completes written critique of monitored calls based on client requirements.
  • Responsible for direct supervision of 15-25 call center agents.
  • Supports, motivates, evaluates, develops and coaches Agents to continually meet and exceed their individual/team targets/quality metrics/service level metrics/and schedule adherence metrics.
  • Trained and mentored staff, fostering a culture of continuous development and skill enhancement.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Ensured compliance with industry regulations and standards, maintaining company's reputation and avoiding penalties.

OPERATIONS SUPERVISOR

Teleperformance
06.2013 - 03.2017
  • Weekly Quality Monitoring and coaching done using TOPS process.
  • Understands, organizes, and trains new information to internal representatives for educational and informative purposes.
  • Partners with Recruiting in the selection process of new hires.
  • Intra-day management of service level, occupancy and agents to ensure adherence to schedule and compliance with established parameters during real-time situations.
  • Provided ongoing management for various clients and vendors such as: MasterCard, RightSourceRX, Experian, Sabre Hospitality, Humana.

Education

GED -

Zan Wesley Holmes Community Center
01.2013

Navient Leadership Development Program
Indianapolis, IN
01.2023

Skills

  • Customer Service
  • Team Leadership
  • Performance Management
  • Quality Monitoring
  • Microsoft Office
  • Salesforce
  • Verint
  • Call Center Operations
  • Staff Development
  • Process Improvement
  • Data Analysis
  • KPI Management
  • Talent Acquisition
  • Operations management
  • Performance monitoring
  • Team Training
  • Employee development
  • Task delegation
  • Staff supervision

Timeline

OPERATIONS SUPERVISOR

Duncan Solutions / Navient
04.2019 - 06.2025

OPERATIONS SUPERVISOR

Alliance One
03.2017 - 04.2019

OPERATIONS SUPERVISOR

Teleperformance
06.2013 - 03.2017

GED -

Zan Wesley Holmes Community Center

Navient Leadership Development Program

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