Deametrist (Dee) Walker
Lewisville,TX
Summary
Accomplished leader with a proven track record at IBM CORP., enhancing customer satisfaction and team productivity through effective training programs and mentoring. Skilled in Microsoft Excel and fostering strong teamwork, I've successfully managed budgets, reduced response times, and achieved a 35% decrease in employee turnover. Passionate about driving continuous improvement and operational excellence.
Customer service professional with strong background in team management and customer satisfaction. Known for fostering collaborative environments and achieving results through strategic planning. Reliable and adaptable, excelling in dynamic settings and focused on continuous improvement.
Overview
22
22
years of professional experience
Work History
Customer Care Center Supervisor
Sunflower Bank
09.2023 - Current
- Managed vendor relationships to ensure seamless integration of third-party services into daily operations without compromising customer experience levels.
- Delivered consistent results by setting clear expectations and holding staff accountable for meeting performance goals.
- Mentored and developed high-performing team members for career advancement within the organization.
- Established effective communication channels for staff to share feedback, leading to innovative solutions and increased job satisfaction.
- Streamlined call center operations for increased efficiency by implementing effective team training programs.
- Upheld a high standard of professionalism and empathy in all customer interactions, serving as a role model for team members.
- Reduced employee turnover through the development of supportive team culture and clear communication channels.
- Enhanced customer satisfaction by addressing and resolving escalated concerns in a timely manner.
- Maintained high-quality service standards with focused employee coaching and performance evaluations.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Operations Manager
Facebook
06.2018 - 05.2023
- Managed 6 Supervisors averaging 15-22 agents per team
- Monitor all Content Moderators performance to improve quality to minimize errors and track performance
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Implemented quality control systems to boost overall product consistency and reliability.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Implemented sustainability initiatives, reducing environmental impact.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced operational risks while organizing data to forecast performance trends.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Customer Service Manager
Molina Healthcare
11.2016 - 05.2018
- Supervise 36 Agents who schedule appointments in 7 different states for Nurse Practitioners
- Supervise 32 Nurses in different states as a Liaison to make sure they have a percentage of patients seen daily and work with as a Liaison between schedulers and Management.
- Managed daily scheduling and staffing needs, ensuring optimal coverage during peak business hours.
- Facilitated ongoing staff training sessions on product knowledge, company updates, and customer service best practices.
- Championed a positive work environment built on open communication, teamwork, mutual respect, and personal accountability.
- Improved customer satisfaction by efficiently resolving inquiries and complaints in a timely manner.
- Successfully managed high-volume periods through careful planning and efficient resource allocation.
- Reduced employee turnover rate by 35% through focused training programs and targeted hiring strategies.
- Conducted regular performance reviews, providing constructive feedback to support employee development.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Senior Customer Service Manager
Maximus Federal Services
02.2014 - 11.2016
- Supervise 15 Team Leads-SME's, for 32 teams Escalations
- Assist all floor Supervisors with any questions, take escalation calls, and assist with new training.
- POC (Point of Contact), for any Manager who is out in the office for the day.
- Correct any HIPAA violations from 32 teams via documents received from State Department of Health and Human Services
- Mentored junior staff members to develop their skills, leading to higher performance levels.
- Streamlined workflow processes for improved team efficiency and increased productivity.
- Improved response times with efficient resource allocation, ensuring prompt support for all customers.
- Collaborated with cross-functional teams to implement new strategies and improve customer experience.
- Conducted regular performance reviews of team members, identifying opportunities for growth and development.
- Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
- Expertly managed escalated issues through effective communication strategies leading to swift resolutions.
Regional Customer Service Manager
IBM CORP.
02.2003 - 02.2014
- Created and implemented a new IBM training Manual for all new hires in the Call handling department.
- Kept accurate records to document customer service actions and discussions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Launched quality assurance practices for each phase of development
- Reduced average response times by implementing new systems and workflows designed to enhance efficiency.
- Fostered a positive work environment by promoting teamwork and open communication among team members, leading to increased morale and reduced attrition.
- Managed a team of customer service representatives, ensuring high-quality support and timely issue resolution.
- Monitored team metrics closely to ensure consistent delivery of outstanding service levels across all touchpoints.
- Analyzed customer feedback data to identify trends and areas for improvement, leading to tailored action plans.
- Spearheaded process improvements within the department that resulted in significant cost savings without compromising service quality or performance KPIs.
- Developed and executed training programs for team members, resulting in improved performance and productivity.
- Mentored junior team members on best practices for handling challenging situations, fostering an environment of continuous learning.
- Aligned department goals with company objectives by collaborating closely with senior leadership during strategic planning sessions.
- Reviewed and updated company policies regularly based on evolving industry standards, ensuring compliance at all times.
- Introduced innovative problem-solving techniques that empowered team members to find creative solutions in complex situations.
- Conducted regular performance evaluations for staff members, offering guidance and coaching to drive professional growth.
- Increased employee engagement through recognition programs that rewarded top performers for their contributions towards achieving business goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
BBA - Business Management
Baylor University
Waco, TXSkills
- Microsoft Word, Excel (V look-ups and pivots)
- Outlook
- Peoplesoft
- Oracle
- HRIS
- Accounting
- Kronos/FInesse
- WPM
- All Windows
- Siebel
- Epic, Nice, CMS, CRM, HIPAA, ACD, FAD, ADP
- Call center experience
- Escalation management
- CRM software proficiency
- Training and mentoring
- Training programs
- Research and due diligence
- Staff mentoring
- Customer service
- Problem-solving abilities
- Multitasking Abilities
- Team Management
- Effective communication
- Office management
- Scheduling and calendar management
- Risk Assessment
- Administrative Procedures
- Scheduling
- MS Office Suite
- Staff development and training
- Staff training
- Staff Motivation
- Record-keeping
- Inventory Control
- Time management abilities
- Work Delegation
- Documentation and control
- Workflow Coordination
- Performance monitoring
- Data Analysis
- Equipment maintenance
- Staff Development
- Accounts payable and receivable
- Problem-solving aptitude
- Payroll administration
- Recruitment
- Policy and procedure modification
- Information Management
- Employee Evaluation
- Write reports
- Coordinate schedules
- Train employees
Timeline
Customer Care Center Supervisor
Sunflower Bank
09.2023 - Current
Operations Manager
Facebook
06.2018 - 05.2023
Customer Service Manager
Molina Healthcare
11.2016 - 05.2018
Senior Customer Service Manager
Maximus Federal Services
02.2014 - 11.2016
Regional Customer Service Manager
IBM CORP.
02.2003 - 02.2014
BBA - Business Management
Baylor University
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