Deangela FORIHAT
Glen Allen,VA
Summary
Accomplished Operations Manager with a proven track record at Teleperformance, enhancing team performance and customer satisfaction through expert leadership and problem-solving skills. Proficient in CRM systems such as Salesforce and Citrix. Adept at employee development, consistently exceeded performance goals by fostering a culture of continuous improvement and collaboration.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Manager
Teleperformance
05.2024 - Current
- Supervised and coached a team of Insurance Supervisors, ensuring performance targets are consistently met
- Conducted regular performance reviews, provided actionable feedback, and implemented training programs to enhance employee skills
- Ensured adherence to quality assurance measures, scripts, and compliance standards, maintaining consistent service quality
- Resolved escalated customer issues by collaborating with internal departments and ensuring satisfactory resolutions
- Generated detailed reports on productivity, customer satisfaction, and key performance metrics, offering strategic recommendations for improvement
- Promoted a collaborative work environment by fostering open communication within the team and with stakeholders
- Identified and implemented process improvements to optimize efficiency and enhance the customer experience
Escalation Team Specialist
Teleperformance
Richmond, VA
01.2022 - 05.2024
- Resolved complex customer issues, maintaining high levels of customer satisfaction and loyalty.
- Acted as a liaison between departments to expedite resolutions and improve the customer experience.
- Provided detailed reports to management on recurring issues and recommended process improvements.
- Organized and tracked multiple projects simultaneously, meeting deadlines efficiently.
Early Life Program Team Member
Teleperformance
Richmond, VA
06.2021 - 12.2022
- Worked Remotely participated in training sessions for new employees when needed.
- Assisted in onboarding new agents ensuring seamless transitions and positive experiences from training to production.
- Delivered training sessions and provided support to new hires, fostering a culture of continuous learning.
- Resolved new hires issues promptly in a professional manner.
Insurance Supervisor
Teleperformance
Richmond, VA
06.2020 - 06.2021
- Supervised a team of twenty agents remotely, managing schedules, performance evaluations, and coaching sessions.
- Conducted quality assurance reviews to ensure adherence to company standards and procedures.
- Monitored customer service quality standards to ensure customer satisfaction.
- Provided training on new products and services as they become available in the market.
Insurance Agent
Teleperformance
Richmond, VA
04.2015 - 06.2020
- Worked remotely taking inbound calls writing and issuing Auto & Property policies
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Consistently achieved and exceeded individual performance goals and KPIs.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
Tax Preparer
CITIREFUND
Richmond, VA
11.2015 - 06.2017
- File tax returns for individuals and businesses, ensuring compliance with state and federal requirements
- Review personal information to identify potential tax deductions or credits
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Assisted with customer requests and answered questions to improve satisfaction.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Education
High School Diploma -
Courtland High School
Spotsylvania, VA06-2003
Skills
- Team Leadership & Development
- Performance Monitoring and Analytics
- Proficiency in MS Office Suite, Salesforce, and Slack
- Time Management and Organization
- Problem-solving
- Schedule management
- Employee relations and conflict resolution
- Data entry and review
- Complaint resolution
- CRM system proficiency
- Verbal and written communication
Certification
Virginia Licensed Property & Casualty Agent, Active, 02/01/15, Present
Timeline
Operations Manager
Teleperformance
05.2024 - Current
Escalation Team Specialist
Teleperformance
01.2022 - 05.2024
Early Life Program Team Member
Teleperformance
06.2021 - 12.2022
Insurance Supervisor
Teleperformance
06.2020 - 06.2021
Tax Preparer
CITIREFUND
11.2015 - 06.2017
Insurance Agent
Teleperformance
04.2015 - 06.2020
High School Diploma -
Courtland High School
Similar Profiles
MACKLYNE IMARYMACKLYNE IMARY
Customer Support Expert at TeleperformanceCustomer Support Expert at Teleperformance
Brandon NaikBrandon Naik
Talent Management Specialist at TeleperformanceTalent Management Specialist at Teleperformance
Ashish VermaAshish Verma
Sr Manager WFM at TeleperformanceSr Manager WFM at Teleperformance
Daniela MercadoDaniela Mercado
Assistant Manager at TeleperformanceAssistant Manager at Teleperformance
Elizabeth JanneyElizabeth Janney
Crew Member at MOD PizzaCrew Member at MOD Pizza