Cheyanne Parker
El Paso,Texas
Summary
Dynamic leader with a proven track record at QUALFON, excelling in team supervision and service excellence. Expert in performance monitoring and coaching, significantly enhancing customer satisfaction and team efficiency. Skilled in Office 365 and adept at relationship building, consistently achieving and surpassing key performance indicators.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Lead
QUALFON
02.2023 - Current
- Leadership: Supervised and supported a team of customer service representatives to ensure high performance and adherence to company policies.
- Performance Management: Monitored team performance through KPIs, ensuring goals such as call resolution time and customer satisfaction were met.
- Training and Development: Led onboarding and ongoing training to keep team members updated on products and customer service best practices.
- Quality Assurance: Reviewed call recordings, provided feedback, and coached team members to improve performance and compliance.
- Problem Resolution: Handled escalated customer issues, ensuring efficient resolutions, and maintaining customer satisfaction.
- Reporting: Prepared regular performance reports, and provided insights to management to improve processes.
- Process Improvement: Collaborated with management to identify and implement process improvements for better service delivery.
- Motivation and Morale: Fostered a positive team environment through feedback, incentives, and recognition.
- Compliance: Ensured team adherence to dental insurance regulations and privacy laws (e.g., HIPAA).
- Scheduling: Managed team schedules to ensure sufficient staffing during peak times.
Team Lead
MAXIMUS
02.2022 - 02.2023
- Research and track claims utilizing company programs to determine and solve potential issues
- Coordinate closely with management to train and resolve issues and increase productivity
- Create and ensure legal documents meet quality assurance and compliance with all protocols
- Provide excellent customer service and adapt to ever-changing workstreams to assure quality
Server
BJS RESTAURANT
06.2021 - 03.2022
- Greeted and served multiple customers ranging from parties of 1-20
- Utilized product knowledge and memorized over 30 menu items to recommend and satisfy guests' needs
- Provide top-class customer service to ensure customer satisfaction
Packer FC Associate
AMAZON BFL1
11.2020 - 06.2021
- Scanned items in tote, placed and ensured labels were correct and sent off on conveyor belt
- Maintained a clean and safe work space by restocking as needed
- Met and exceeded quantity deadlines
Customer Service Representative
CONDUENT
12.2016 - 08.2020
- Answered inbound and outbound calls
- Helped walk customers through troubleshooting steps to solve issues and transferred them to correct departments
- Scheduled/canceled appointments
Mail Handler Assistant
U.S. POSTAL SERVICE
01.2019 - 09.2019
- Processed incoming and outgoing mail
- Prepared and coordinated proper delivery of parcels
- Met deadlines in a safe and secure manner in a fast paced environment
Server & Host
RED ROBIN
06.2013 - 01.2017
- Engaged with and welcomed a multitude of guests in a professional and friendly manner
- Learned company knowledge to accommodate customer needs and answer questions
- Served multiple tables, restocked as needed and maintained cleanliness
- Compiled nightly sales profits and accurately completed accounting tasks
Education
High School Diploma -
Pioneer Valley High School
01.2013
Skills
- Team Supervision
- Service Excellence
- Performance monitoring
- Coaching and mentoring
- Key performance indicators
- Time management
- Office 365
- Relationship building
- Team management
- Microsoft Teams
- Customer focus
References
- Brenda Nieves, CONDUENT CSR, 661.348.9526
- Paul Bargo, MAXIMUS CALL CENTER SUPERVISOR, 859.302.1712
- Alexis Thompson, MAXIMUS - Team Lead, 916.807.8173
Certification
- Six Sigma Green Belt
Timeline
Team Lead
QUALFON
02.2023 - Current
Team Lead
MAXIMUS
02.2022 - 02.2023
Server
BJS RESTAURANT
06.2021 - 03.2022
Packer FC Associate
AMAZON BFL1
11.2020 - 06.2021
Mail Handler Assistant
U.S. POSTAL SERVICE
01.2019 - 09.2019
Customer Service Representative
CONDUENT
12.2016 - 08.2020
Server & Host
RED ROBIN
06.2013 - 01.2017
- Six Sigma Green Belt
High School Diploma -
Pioneer Valley High School
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