Summary
Work History
Education
Skills
Accomplishments
Timeline
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Deirdre Carroll

Deirdre Carroll

Contact Center Management
Clearwater,Florida

Summary

Results-driven Call Center Supervisor focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.

Work History

Contact Center Supervisor

Matrix Medical Network
08.2019 - 03.2023
  • Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings
  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times
  • Created clear and effective policies governing all aspects of employee work and interaction with customers
  • Established and oversaw performance targets for call center associates
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards
  • Resolved escalated customer issues promptly and professionally to maintain customer satisfaction
  • Directed, coached and mentored team of 30+ agents and surpassed individual and corporate goals
  • Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume

Outbound Sales and Service Supervisor

Home Shopping Network
01.2016 - 05.2019
  • Lead, managed and developed 30-50 outbound sales professionals to deliver quality interactions with customers in highly focused sales environment
  • Coached in-house and remote outbound sales teams to meet and exceed their sales goals along with department sales goals
  • Managed complex and challenging customer concerns to ensure customer satisfaction while improving customer experience
  • Team consistently ranked in top-three annually in overall company sales
  • Developed methods and procedures to increase sales, expand markets, and promote business
  • Reviewed inventory and sales records to prepare reports for management and budget departments
  • Planned and prepared work schedules and time cards
  • Established and implemented policies, goals, objectives, and procedures for department
  • Instructed staff on how to handle difficult and complicated sales
  • Provided customer service by greeting and assisting customers and responding to customer inquiries and complaints
  • Hired, trained and evaluated personnel in sales and marketing establishments, promoted and firing workers when appropriate.

Spa Director

Women' Athletic Club of Chicago
01.2013 - 01.2016
  • Successfully managed and motivated 25 team members through support, encouragement, and open communication
  • Recruited, hired and trained all technical and clerical staff
  • Responded to all member issues and concerns promptly with empathy
  • Supervised and updated monthly inventory, ensuring new brands and product availability for club's affluent clientele
  • Monitored customer preferences to determine focus of sales efforts
  • Developed sales team through motivation, counseling, and product knowledge education
  • Prepared budgets and approved budget expenditures
  • Resolved customer complaints regarding sales and service
  • Administered payroll, accounting and purchasing
  • Recruited, hired and trained all new employees

Member Relations Director

Lattof YMCA
01.2009 - 01.2013
  • Generated leads through professional and personal networks
  • Educated community about services and key information available to them
  • Developed proposals and presentation materials
  • Influenced decision-makers in key areas within client organization to drive sales
  • To exceed membership sales by over 200 for close of business year
  • Developed relationships with executives to generate ideas and pursue opportunities
  • Built relationships with customers and community to establish long-term business growth
  • Achieved sales goals and service targets by cultivating and securing new customer relationships
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning
  • Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues

Manager/Membership Sales Manager

Wellness, Northwest Community Hospital
01.2001 - 01.2009
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
  • Designed and executed promotion to pay upfront for 12 months membership that generated sales of $50,000 during promotion
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedies to succeed with sale
  • Attended sales and trade meetings and read related publications to obtain information about market conditions, business trends, regulations, and industry developments
  • Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite
  • Consulted with clients after sales and contract signings to resolve problems and provided ongoing support
  • Developed sales presentations and proposals to explain service specifications
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives

Education

High School Diploma -

Sacred Heart of Mary Secondary School
Waterford, Ireland

Associate of Science -

Waterford Regional College
Waterford, Ireland

Heart of Coaching certified -

Heart of Coaching Certified
Online Certification

Skills

  • Operations management
  • Performance improvements
  • Key Performance Indicators (KPIs)
  • Employee engagement
  • Effective Customer Communication
  • Managing Operations and Efficiency
  • Microsoft Office Suite
  • PeopleSoft
  • Oracle
  • Salesforce
  • NICE including Tableau Reporting
  • Share Point
  • Kronos

Accomplishments

  • Achieved 98% yearly team attendance to minimize absenteeism and encourage work-life balance, by highlighting the importance of attendance and showing employees what is and what isn’t acceptable regarding time off.
  • MEND software for Telehealth scheduling services. responsible for the training and development of upper management, supervisors and call center agents
  • POD system with two leaders coming together with complementary skills working with a shared purpose to support each other and teams of a combined 60 representatives. While both teams worked independently, combining activities such as team coaching and performance improvement plans allowed for a consistent level of leadership and an available supervisor when one was not available

Timeline

Contact Center Supervisor

Matrix Medical Network
08.2019 - 03.2023

Outbound Sales and Service Supervisor

Home Shopping Network
01.2016 - 05.2019

Spa Director

Women' Athletic Club of Chicago
01.2013 - 01.2016

Member Relations Director

Lattof YMCA
01.2009 - 01.2013

Manager/Membership Sales Manager

Wellness, Northwest Community Hospital
01.2001 - 01.2009

High School Diploma -

Sacred Heart of Mary Secondary School

Associate of Science -

Waterford Regional College

Heart of Coaching certified -

Heart of Coaching Certified

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Deirdre CarrollContact Center Management