Christie Myers
Little Elm,TX
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
20
20
years of professional experience
Work History
Call Monitoring QA Analyst
Alight Solutions, AON Hewitt
08.2021 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Monitored inbound and outbound calls made by over 300 employees to provide constructive feedback.
- Participated in weekly meetings with Management team and outsourcing teams.
Call Center Supervisor
Securus Technologies
11.2019 - 08.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 15-25 customer service agents in providing excellent customer service to callers requiring assistance.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Call Center Supervisor
Telvista Inc
Dallas, TX
10.2002 - 11.2019
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised up to 3 specialty back office groups simultaneously; 5-10 agents per group with 100% retention for 2 years
- Created schedules from historical data to ensure coverage for back office groups ● Made real time scheduled changes and approved PTO based on call delivery and report delivery for back office ● Resolved issues based on thorough investigations by collecting and analyzing data
Education
No Degree - Business Intelligence And Analytics
DeVry University
Villa Park, ILHigh School Diploma -
Zanesville High School
Zanesville, OH06.1980
Skills
- Performance Tracking and Evaluations
- Employee Coaching and Motivation
- Team Management
- Confidence and Drive
- Diligent Follow Through
- Research and Analysis
- Employee Support
Timeline
Call Monitoring QA Analyst
Alight Solutions, AON Hewitt
08.2021 - Current
Call Center Supervisor
Securus Technologies
11.2019 - 08.2021
Call Center Supervisor
Telvista Inc
10.2002 - 11.2019
No Degree - Business Intelligence And Analytics
DeVry University
High School Diploma -
Zanesville High School
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