Cynthia Carroll
Conway,AR
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
SCA Champion/Agent
TTEC
05.2019 - Current
- Manage the SCA team
- Uptrain agents coming back from LOA
- Perform call listings for QA and provide coaching for team improvements
- Add QA fails to portal along with managing the sharepoint
- Complete daily reporting and complete service recovery for the bank
- Identify errors on accounts and create escalations for resolution
- Assist agents with questions regarding client accounts
- Mitigate escalated supervisor calls
- Provide feedback to agents and chat coaches for quality call fails
- Uptrain the department outliers for QA fails during bootcamp session
- QA calls for the department and verify department QA fails.
Regional Manager/Sales Contractor
Pop Pop Shoppe
07.2019 - 05.2020
- Managed 15 employees across 5 retail locations
- Process Payroll and Deposits
- Hire, train employees, manage shipments, and inventory
- Met monthly sales goals
- Cold calling
- Attended networking events to promote company revenue.
Talent Acquisition Specialist (Seasonal Position)
TTEC
08.2018 - 02.2019
- Responsible for aggressive recruiting goals to meet client needs
- Assigned employees to the appropriate training classes
- Scheduled and conducted onsite and offsite interviews
- Administered group presentations and conducted interviews
- Fabricated and attended community events to recruit candidates
- Background checks, drug tests, screening resumes, I9's and reviewing applications.
Customer Service Agent
TTEC
08.2017 - 08.2018
- Consult with the customers on health-related products and services
- Provide solutions for member health and financial well-being
- Problem and conflict resolution
- Discuss weekly CAPS with employees and strategized on how to meet monthly goals
- Audit appeals and grievances for clients, deescalate high risk phone calls
- Attended side by sides with agents for call improvements
- Assisted new hires during nesting after completion of training.
Education
Nemo Vista High School
Center Ridge, AR05.2006
Skills
- Event Promotion
- Customer Complaint Resolution
- Recordkeeping Proficiency
- Problem-Solving
Certification
- Team Lead Build Training, TTEC
Timeline
Regional Manager/Sales Contractor
Pop Pop Shoppe
07.2019 - 05.2020
SCA Champion/Agent
TTEC
05.2019 - Current
Talent Acquisition Specialist (Seasonal Position)
TTEC
08.2018 - 02.2019
Customer Service Agent
TTEC
08.2017 - 08.2018
Nemo Vista High School
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