Summary
Overview
Work History
Education
Skills
Timeline
Generic

Courtnei Hardwell

Dallas,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

6
6
years of professional experience

Work History

Call Center Supervisor

Aspira RA Outdoors
06.2020 - Current
    • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
    • Trained team members on performance metrics and consumer behavior identification.
    • Supervised 20 tier 1 call center reps in providing excellent customer service to callers requiring assistance for account issues.
    • Executed Monthly Performance Plans with representatives to to identify production gaps.
    • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
    • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
    • Collaborated with training team to boost product support and certification training initiatives.

Call Center Team Lead

Aspira RA Outdoors
12.2019 - 06.2020
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Oversaw team of 20 agents.

Help Desk Support Specialist

Aspira/RA Outdoors
05.2019 - 12.2019
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Responded to inquiries by phone, email and walk-up requests.
  • Walked user through series of steps to determine problem and implement likely solution.
  • Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
  • Logged activities in tracking system to maintain accurate, timely records.

Call Center Tier I Customer Service Representative

Aspira RA Outdoors
10.2018 - 05.2019
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Responded to customer calls and emails to answer questions about products and services.

Customer Service Sales Representative

Generation Trade
02.2018 - 10.2018
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
  • Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
  • Promoted new products and services to existing customers, driving revenue growth and satisfaction.
  • Obtained referrals with existing clients to generate new business, boosting overall sales [Number]%.

Education

High School Diploma -

Stephens High School
Stephens
05.2011

Skills

  • Quality Control Optimization
  • Employee Motivation
  • Information Tracking
  • Technical Support
  • Documentation Expertise
  • Call Center Strategy
  • Quality Assurance
  • Annual Performance Reviews
  • Disciplinary Action
  • Microsoft Office
  • Customer Care
  • Staff Training
  • Timekeeping abilities

Timeline

Call Center Supervisor

Aspira RA Outdoors
06.2020 - Current

Call Center Team Lead

Aspira RA Outdoors
12.2019 - 06.2020

Help Desk Support Specialist

Aspira/RA Outdoors
05.2019 - 12.2019

Call Center Tier I Customer Service Representative

Aspira RA Outdoors
10.2018 - 05.2019

Customer Service Sales Representative

Generation Trade
02.2018 - 10.2018

High School Diploma -

Stephens High School

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Courtnei Hardwell