Colette Peasley
Vancouver,WA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Customer Service Supervisor
Spectrum
07.2001 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Used workflow processes for increased efficiency in handling customer inquiries and complaints.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Control Desk Coordinator
Hilton Reservations Worldwide
05.1998 - 07.2001
- Conducted analyses of and reported call volume, agent statistics.
- Managed day-to-day activities within the control desk area, delegating tasks appropriately among team members based on priority levels.
- Established clear channels of communication among team members, facilitating seamless information exchange during shift handovers or critical situations.
- Enhanced control desk operations by implementing efficient scheduling and resource allocation procedures.
Universal Agent
Eastbay
08.1995 - 04.1998
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Managed multiple tasks simultaneously to meet strict deadlines and achieve project goals.
- Assisted in training new hires, ensuring they were well-equipped to handle their responsibilities.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
Education
Bachelor of Arts - Radio, Television And Mass Media
Temple University
Philadelphia, PASkills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Team Development
- Call Center Operations
- Performance Evaluation
- Schedule Management
- Data Entry
- Microsoft Office
- Support Services
- Documentation
Affiliations
- Women in Cable Television
Timeline
Customer Service Supervisor
Spectrum
07.2001 - Current
Control Desk Coordinator
Hilton Reservations Worldwide
05.1998 - 07.2001
Universal Agent
Eastbay
08.1995 - 04.1998
Bachelor of Arts - Radio, Television And Mass Media
Temple University
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