Courtney M. Robbins
Little Chute,WI
Summary
Results-driven call center professional with over 5 years of experience in customer service, training, and leadership roles. Adept at driving team performance, creating effective SOPs, and maintaining efficiency in high-paced environments. Skilled in coaching, scheduling, and data analysis to support business goals, and optimize operational success. Energetic, organized, and a natural leader who thrives in collaborative environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Supervisor
Jacuzzi Bath Remodel
Phoenix, AZ
01.2023 - Current
- Managed agent schedules and ensured proper shift coverage
- Monitored live boards and quickly adapted to operational needs
- Analyzed performance data and made strategic decisions to meet KPIs
- Conducted one-on-one performance management and coaching sessions
- Pulled and organized reports to assess lead mix and agent effectiveness
Trainer
Jacuzzi Bath Remodel
Phoenix, AZ
01.2021 - 01.2023
- Developed and implemented call center Standard Operating Procedures (SOPs)
- Trained and onboarded new hires, scaling them up to target performance levels
- Monitored live calls and provided real-time coaching and feedback
- Created scripting and rebuttals to support sales strategy
Call Center Assistant Trainer
Tundraland
Kaukauna, WI
07.2020 - 01.2021
- Created training materials and scheduled coaching sessions
- Maintained detailed agent records and tracked performance metrics
- Supported onboarding and continuous learning efforts for new and existing agents
Call Center Representative
Tundraland
Kaukauna, WI
09.2019 - 07.2020
- Performed in high-volume, scripted sales environments with consistency
- Handled objections confidently and closed leads using urgency and assumptive language
- Adapted quickly to process changes and updates
Education
High School Diploma -
Appleton West High School
Appleton, WI01.2017
Skills
- Team Leadership & Coaching
- Scheduling & Workforce Planning
- Performance Management
- Microsoft Office & Google Workspace
- Call Center Operations
- Script Development & Sales Rebuttals
- Data Analysis & Reporting
- Excellent Communication & Interpersonal Skills
- Adaptability in Fast-Paced Environments
- Strong Organizational Skills
- Time management
- Team leadership
- Process improvement
- Employee development
Certification
- Managing Team conflict
- Working with High-conflict people as a Manager
- Speaking Confidently and Effectively
Timeline
Supervisor
Jacuzzi Bath Remodel
01.2023 - Current
Trainer
Jacuzzi Bath Remodel
01.2021 - 01.2023
Call Center Assistant Trainer
Tundraland
07.2020 - 01.2021
Call Center Representative
Tundraland
09.2019 - 07.2020
High School Diploma -
Appleton West High School
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