Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dawna Mattarock

Pittsburgh,PA

Summary

Adept at driving customer satisfaction and team productivity, my tenure at Optum360 honed my expertise in quality assurance and effective communication. Leveraging skills in coaching and problem-solving, I enhanced first-call resolution rates significantly. My approach fosters a culture of continuous improvement and collaboration, making me a pivotal asset in any customer-focused role.

Overview

15
15
years of professional experience

Work History

Call Center Supervisor

Optum360
03.2015 - Current
  • Supervised Number Job Titles in providing excellent customer service to callers requiring assistance for Type and Type issues.
  • 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 first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Developed process controls and metrics for daily management of call center.
  • Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
  • Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
  • Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.

Call Center Representative

Align Networks
02.2010 - 03.2016
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

Education

Esthetician -

South Hills Beauty Academy
Dormant PA

Highschool -

Thomas Jefferson Highschool
Jefferson Hills PA
06.1983

Skills

  • Quality Assurance
  • Call Monitoring
  • Coaching and Mentoring
  • Staff Motivation
  • Document Management
  • Employee Motivation
  • Customer service focus
  • Schedule Coordination
  • Information tracking
  • Technical Support
  • Training delivery
  • Timekeeping abilities
  • Report Writing
  • Documentation expertise
  • Reporting skills
  • Quality control optimization
  • Employee Coaching
  • Complaint resolution
  • Teamwork and Collaboration
  • Problem-Solving
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent Communication
  • Team Collaboration
  • Active Listening
  • Effective Communication
  • Decision-Making
  • Team building
  • Goal Setting

Timeline

Call Center Supervisor

Optum360
03.2015 - Current

Call Center Representative

Align Networks
02.2010 - 03.2016

Esthetician -

South Hills Beauty Academy

Highschool -

Thomas Jefferson Highschool

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Dawna Mattarock