Christina Bacon
Las Vegas,NV
Summary
Professional leader with strong expertise in call center operations. Known for fostering effective team collaboration and driving results. Skilled in conflict resolution, performance management, and process optimization. Adaptable and reliable, ensuring seamless alignment with evolving business needs.
Overview
9
9
years of professional experience
Work History
Call Center Team Leader
Professional Answering Service
12.2022 - Current
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
- Maintained accurate records of team metrics and performance data, using insights to drive continuous improvement efforts across the call center operation.
- Reduced employee turnover rates through effective coaching techniques and ongoing support for team member success.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
- 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.
- Improved customer satisfaction ratings by consistently providing high-quality support and addressing customer concerns in a timely manner.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Promoted a culture of continuous learning, providing ongoing training opportunities and resources for call center team members.
- Coached and mentored team members for improved performance, resulting in increased call handling efficiency and reduced wait times.
- Leveraged advanced problem-solving skills to address customer inquiries quickly and effectively, leading to increased satisfaction rates.
- Championed process improvements within the team, streamlining workflows and increasing overall efficiency.
- Adapted call center operations in response to evolving business needs, ensuring seamless transitions during periods of change and growth.
Sales Representative
Telus International
01.2020 - 12.2022
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Exceeded sales targets through effective planning and goal setting.
Medical Data Entry Specialist
Alorica Inc
10.2017 - 12.2019
- Ensured continuity of care among providers with accurate documentation of referral information between specialists.
- Demonstrated adaptability by mastering new software systems as they were introduced, maintaining expertise in multiple medical data entry platforms.
- Streamlined communication between healthcare professionals by promptly transferring pertinent medical information across departments.
- Facilitated improvements in disease management protocols through thorough documentation of patient outcomes under various treatment regimens.
- Improved data accuracy by meticulously entering and updating medical records in a timely manner.
Customer Service Representative
Sykes Enterprises, Incorporated
09.2015 - 10.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Associate of Applied Science - Business Administration And Management
College of Southern Nevada
Las Vegas, NV05-2025
High School Diploma -
Cimarron Memorial High School
Las Vegas, NV05-2015
Skills
- Team management
- Escalation handling
- Workforce planning
- Reporting skills
- Employee motivation
- Coaching and mentoring
- Quality assurance
- Call monitoring
- Training management
- Document management
- Teamwork
- Customer service
- Time management
- Reliability
- Critical thinking
- Organizational skills
- Adaptability and flexibility
- Decision-making
- Professional communication
- Problem-solving skills
- Call center experience
Timeline
Call Center Team Leader
Professional Answering Service
12.2022 - Current
Sales Representative
Telus International
01.2020 - 12.2022
Medical Data Entry Specialist
Alorica Inc
10.2017 - 12.2019
Customer Service Representative
Sykes Enterprises, Incorporated
09.2015 - 10.2017
Associate of Applied Science - Business Administration And Management
College of Southern Nevada
High School Diploma -
Cimarron Memorial High School
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