Daphne Cochran
New York
Summary
Dynamic and results-driven Call Center Supervisor and Manager with extensive experience overseeing both small and large call centers. Adept at delivering a world-class customer experience in both in-person and remote environments. Proven expertise in leadership, strategic thinking, and relationship-building with internal and external stakeholders, consistently surpassing productivity standards and key performance indicators (KPIs). Recognized for exceptional leadership capabilities, influential communication skills, and a strong ability to drive process improvements that enhance team performance. Committed to leveraging operational acumen and a passion for customer service excellence in a Customer Service Manager role within a remote, full-time setting.
Overview
27
27
years of professional experience
Work History
Call Center Supervisor
32BJ SEIU
01.2024 - Current
- Coach, develop, and motivate Member Service Representatives (MSRs) to provide high-quality care to participants and anticipate their needs.
- Supervise a team of MSRs (Bto12) monitor activities in the dedicated Member Services call center and Welcome Center.
- Monitor systems to ensure workflow procedures are followed and adjusted to meet evolving goals and objectives.
- Ensure that the Member Services Center meets its goals and objectives, achieves one-call resolution, and develops sustainable operational enhancements. Monitor adherence to internal standards and Service Level Agreements (SLAs).
- Communicate and enforce all policies and procedures in daily functions effectively.
- Document trends that indicate common training needs or systemic issues requiring attention.
- Suggest operational, policy, or procedural modifications to improve customer service.
- Conduct quality assurance through live call monitoring and side-by-side evaluations, ensuring accurate transaction processing.
- Provide mentoring and performance feedback to MSRs to support professional development. Fostering a positive, inclusive, and high-performing team culture.
- Assist the training the department being the (SME subject matter expert) to new hire for provider search, eligibility, find a doctor.
- Participate in monthly quality assurance calibrations.
- Maintain a comprehensive understanding of all benefit plans, including those available to members outside New York City, and provide updates to ensure accurate education for union members.
- Conduct monthly and weekly one-on-ones with new hires, MSRs, and senior MSRs.
- Monitor attendance, schedule paid time off for MSRs and take corrective action when necessary.
- Update the weekly team payroll to ensure accuracy and timely distribution of payroll checks.
- Perform additional functions as needed or assigned by management.
Call Center Manager
Halo
01.2016 - 01.2024
- Managed a team of 40 representatives, along with 2 Supervisors and 3 Team Leads, to deliver exceptional customer service to rewards and recognition employees.
- Oversaw 2 domestic and 1 global call center, achieving a 50% reduction in expenses through process improvements and expansion into offshore operations.
- Launched a client Operations Center to efficiently manage operational and administrative tasks for Account Managers and Project Managers, resulting in a 40% increase in upsell opportunities and a 30% boost in overall department productivity.
- Oversaw Quality Monitoring program to ensure proper quality assurance policies and procedures were met. Ensured each staff member had clearly established goals and objectives, monitored staff performance, ensured succession planning for key positions.
- Recruited, interviewed, hired, and provided continuous training and development for team members.
- Managed daily objectives for the call center's activities, ensuring alignment with business goals.
- Executed reporting and budgeting procedures effectively.
- Oversaw team schedules and managed daily workloads to optimize performance.
- Provided weekly feedback on quality assurance monitoring sessions to the team.
- Ensured all agent metrics and deliverables were consistently met on a weekly and monthly basis
- Conducted annual reviews and performance improvement plans, determining separation if necessary and analyzing the percentage of raises for team members.
Call Center Manager
Xerox Corporation
01.2015 - 01.2016
- Managed 45 customer service representatives and 5 team leads for three projects: New Hampshire and NJ EZ Pass, Fort Bend, TX violations, and MTA Easy Pay.
- Oversaw 20 Account Managers, focusing on direct client engagement and growth.
- Conducted quality assurance to maintain service standards.
- Managed all activities of the walk-in customer service center and back-office operations, including account establishment, tag distribution, account maintenance, payment processing, end-of-day balancing, and reconciliation.
- Hired, trained, and developed staff while ensuring adherence to policies and procedures and tracking attendance for time-off requests.
- Addressed all telephone and email complaints and escalations. - Conducted annual performance reviews.
Call Center Manager
Tower Group Insurance Company
01.2009 - 01.2013
- Hired, coached, developed, and motivated team of 60 call center representatives, 3 supervisors, and 3 team leads handling inbound calls from policyholders and financial institutions.
- Oversaw call quality assurance processes, providing constructive feedback to ensure high service standards.
- Assisted in the ongoing hiring, training, and development of team members to enhance performance and service delivery.
- Managed a team of 50 insurance agents, fostering collaboration and effective communication.
- I participated in customer meetings alongside insurance agents to address inquiries and concerns.
- Monitored the call center team's KPIs, playing a key role in exceeding organizational goals.
- Conducted annual reviews for agents, including evaluating performance and determining commission increases for insurance agents.
Call Center Manager
Sprint Communications
01.1999 - 01.2009
- Handled the IVR and call routing in the call center.
- Managed the call center's existing 75 call center representatives while overseeing the retention department with 35 representatives, successfully reducing churn by 110%.
- Conducted quality assurance to maintain service excellence.
- Created and launched UNITS awards for the retention department, resulting in significant cost savings of 500 thousand units deactivated.
- Performed billing analysis on customers' accounts to ensure accuracy and satisfaction.
- Fostered an environment that encourages teamwork and innovation among staff members.
Education
Business Administration And Management
LaGuardia Community College
Long Island City, NY05-2005
Skills
- Call monitoring
- Quality assurance
- Coaching and mentoring
- Staff motivation
- Employee motivation
- Employee coaching
AWARDS
HALO Leadership Award, Xerox Quality Excellence Award, Sprint, Certificate of Achievement, Sprint Service of Excellence for Retention
Timeline
Call Center Supervisor
32BJ SEIU
01.2024 - Current
Call Center Manager
Halo
01.2016 - 01.2024
Call Center Manager
Xerox Corporation
01.2015 - 01.2016
Call Center Manager
Tower Group Insurance Company
01.2009 - 01.2013
Call Center Manager
Sprint Communications
01.1999 - 01.2009
Business Administration And Management
LaGuardia Community College