Crystal Felan
Team Management
San Antonio,TX
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. 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. Experienced in leading and directing call center operations with more than 14 employees. Disciplined manager with 12 years of management experience.
Overview
19
19
years of professional experience
Work History
Call Center Team Supervisor
Mercury Insurance Group
San Antonio , TX
07.2005 - Current
- 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 13 Customer Service Representatives in providing excellent customer service to callers requiring assistance for Billing and Customer Service issues.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Trained team members on performance metrics and consumer behavior identification.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Collaborated with training team to maintain customer service assistance product support and certification training initiatives.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Maintained call center equipment in good working order to maximize productivity.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Determined quality assurance benchmarks and set standards for improvement.
- Conducted performance reviews for [Job title]s to reduce resolution times and improve customer satisfaction ratings.
- Established relationships and touch points with clients to promote retention.
Skills
- Operational Efficiency
- Behavior Identification
- Information Tracking
- Constructive Feedback
- Team Management
- Benchmark Setting
- Managing Operations and Efficiency
- Staff Training
- Scheduling and Coordinating
- Customer Needs Assessments
- Special Assignments
- Professional Relationships
- Employee Coaching and Motivation
- Performance Tracking and Evaluations
- Administration and Reporting
- Strategic Vision
- Payroll Administration
- Quality Improvement Strategy
- Customer Feedback
- Disciplinary Action
- Employee Support
- Job Assignments
- Corrective Actions
- Employee Performance Reviews
- Customer Care
- Supervisory Abilities
- Office Organization
- Motivational Leadership
- Contact Center Software
- Electronic Invoicing
- Confidence and Drive
- Performance Appraisal
- Flexible and Adaptable
- Collaboration
- Self-motivated professional
- Customer Service
- Conflict Resolution
- Flexible & Adaptable
- Active Listening
- Decision Making
- Responsible
Accomplishments
- Supervised team of 14 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved Customer Service Experience Issues which led to improved team productivity, employee engagement, and customer satisfaction.
- Achieved stronger work relationship between different state offices by effectively developing work relationships, transparency, and enhanced communication efforts.
Timeline
Call Center Team Supervisor
Mercury Insurance Group
07.2005 - Current
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