Delana Bagwell
San Antonio,Tx
Summary
A driven leader with valuable experience as the primary point of escalation for high-level clients and upper management. Skilled at addressing questions, needs, wants, and complaints with dedication. Passionate about delivering superior interactions with customers and colleagues by truly hearing their issues, requirements, and requests to provide customized solutions. Dedicated to identifying trends through data analysis, reporting, records, and inquiries to develop rapid solutions that drive success.
Overview
8
8
years of professional experience
Work History
Customer Support Supervisor (Onshore)
3M/kci usa
08.2023 - Current
- Leading daily operations and performance with effective short- and long-term planning and identification of improvement opportunities within the team, processes, procedures,standards, and other areas
- Supporting a high-functioning team through team and direct one-on-one employee leadership, training, coaching, and development
- Engaging with key cross-functional teams within the organization that include but are not limited to the Advantage Center and Complaint Handling
- Driving continuous improvement for overall team performance and financial metrics
- Provide coaching to employees looking to progress within the company
- Providing direct internal and external customer engagement
- Set clear goals and objectives; Communicate regularly
- Create an inspiring and motivating team environment
- Set clear as well as achievable team goals
- Participate in several on-going projects related to the improvement of processes
- Identifies opportunities for improvement
- Develop and execute action plans
- Monitors employee and department performance on key performance indicators
- Communicates status appropriately
- Perform analysis and reporting for management as required
- Train and develop on boarding new inbound agents and lead/SME.
- Analyzed customer feedback to identify areas for improvement.
- Established clear expectations for the team regarding performance metrics, holding them accountable for meeting established goals while rewarding exceptional achievements accordingly.
- Developed strong relationships with key customers, leading to improved retention rates and loyalty.
- Facilitated regular meetings with other supervisors to share best practices and discuss ongoing challenges faced by the customer support department.
- Evaluated agent performance through quality assurance monitoring, identifying areas for improvement, and providing targeted coaching as needed.
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Maximized productivity by supervising, mentoring, and scheduling a team of 7 customer support personnel to meet organizational and operational objectives.
Contact Center Supervisor
3M/kci usa
08.2021 - 08.2023
- Analyze and prioritize workloads based on department inflows to meet company expectations
- Sets expectations and holds team members accountable
- Creates an environment that promotes professionalism, engagement, and inclusion
- Sets expectations around productivity, quality, and other key metrics
- Acts as a resource for internal and external customers; to include field personnel, medical professionals, and other cross-functional areas to meet department’s goals
- Identifies opportunities for improvement
- Develop and execute action plans
- Monitors employee and department performance on key performance indicators
- Communicates status appropriately
- Perform analysis and reporting for management as required
- Provides a high level of customer service
- Prioritizes and executes based on customer and business urgency
- Emulates KCI shared values
- Conforms to, supports and enforces all Company policies and procedures
- Conduct monthly meetings as well as monthly individual meetings with employees
- Coach, develop, and counsel employees to effectively reach departmental goals
- Participates in all work activities as may be deemed suitable and assigned by management
- Ensure ability to realize revenue through successful retrieval of Proof of Delivery documentation for rental units and supplies used
- Meet customer’s therapy needs through coordination and processing of necessary claims order documentation
- Track and report KPIs to Advantage Center and Service leadership.
- I directed, guided, coached, and mentored a team of 15 agents and surpassed individual and corporate goals.
- Facilitated open communication channels between staff members through regular meetings, encouraging dialogue on concerns or suggestions.
Contact Center Supervisor
kci usa
02.2018 - 09.2019
- Analyze and prioritize workloads based on department inflows to meet company expectations
- Sets expectations and holds team members accountable
- Creates an environment that promotes professionalism, engagement, and inclusion
- Sets expectations around productivity, quality, and other key metrics
- Acts as a resource for internal and external customers; including field personnel, medical professionals and other cross-functional areas to meet department’s goals
- Identifies opportunities for improvement
- Develop and execute action plans
- Monitors employee and department performance on key performance indicators
- Communicates status appropriately
- Perform analysis and reporting for management as required
- Provides a high level of customer service
- Prioritizes and executes based on customer and business urgency
- Emulates KCI shared values
- Conforms to, supports and enforces all Company policies and procedures
- Conduct monthly meetings as well as monthly individual meetings with employees
- Coach, develop, and counsel employees to effectively reach departmental goals
- Participates in all work activities as may be deemed suitable and assigned by management
- Ensure ability to realize revenue through successful retrieval of Proof of Delivery documentation for rental units and supplies used
- Meet customer’s therapy needs through coordination and processing of necessary claims order documentation
- Track and report KPIs to Advantage Center and Service leadership.
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Facilitated open communication channels between staff members through regular meetings, encouraging dialogue on concerns or suggestions.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- I directed, guided, coached, and mentored a team of 15 agents and surpassed individual and corporate goals.
Customer Care Lead
kci usa
05.2017 - 02.2018
- Research and provide accurate information to CSR’s, healthcare providers, and patients concerning wound vacuum statuses
- Assist representatives in training with learning products and skills through side-by-side coaching and monthly QA’s
- Handle escalations for various issues
- Identify training opportunities and identify solutions
- Help CSRs set quality goals and assist with achieving them
- Provide timely, quality customer service and accurate team member assistance on the Lead Line
- Motivate and inspire team members to increase job satisfaction, agent performance and overall team productivity
- Provide supervisor with input for CSR monthly scorecard reviews
- Assist inbound when call volume increases
- Provide Leadership information on operational issues after normal business hours, holidays and weekends to insure accurate and timely customer response.
- Launched new initiatives to streamline processes, resulting in increased efficiency for the entire team.
- Developed comprehensive training materials to ensure all associates were well-versed in company policies and procedures.
Customer Service Representative II
kci usa
06.2016 - 05.2017
- Take inbound calls placing orders (wound Vacs and Supplies) for patients and healthcare providers
- Aid with estimated arrival times
- Help with Wound Vac orders
- Research and provide accurate information to healthcare providers and patients concerning wound vaccination statuses
- Assist representative in training with learning products and skills through side by sides as an ambassador (nominated in 2017)
- Assist POD (daily) with accurately sorting documents.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate’s degree: Business Administration -
NORTHWEST VISTA COLLEGE
Master of Arts - Organizational Management
UAGC
04.2024
BBA - Business Leadership
UAGC
10.2022
Skills
- Training and development
- Quick learner
- Proficiency in customer service
- File/records maintenance
- Computer proficient
- Client-focused
- Reports generation and analysis
- Microsoft Office
- Customer Satisfaction
- Billing questions
- Making copies, and other general office work
- Diabetic emergency services
- Filing insurance claims
- Handling money
- Service Level Management
- Policy Enforcement
- Delegation and prioritization
- Client Relationship Building
- Training and mentoring
- Sales proficiency
- Problem-Solving
- Customer Service
- Multitasking and Organization
- Team Leadership
- Active Listening
- Effective Communication
- Leadership Development
- Analytical Thinking
- Account Management
- Adaptability and Flexibility
Activities
- Cheerleading Coach- 2005 to 2018
- Voice Instruction- 2003- current
- Member of the National Lupus Foundation, San Antonio Chapter, 2010- current
- Volunteer for various outreach programs.
- Dress for Success
- Habitat for Humanity
- Angel Network (Christmas)
- Corporate Cup 2014-CURRENT
Timeline
Customer Support Supervisor (Onshore)
3M/kci usa
08.2023 - Current
Contact Center Supervisor
3M/kci usa
08.2021 - 08.2023
Contact Center Supervisor
kci usa
02.2018 - 09.2019
Customer Care Lead
kci usa
05.2017 - 02.2018
Customer Service Representative II
kci usa
06.2016 - 05.2017
Associate’s degree: Business Administration -
NORTHWEST VISTA COLLEGE
Master of Arts - Organizational Management
UAGC
BBA - Business Leadership
UAGC
Similar Profiles
Rhonda GeddieRhonda Geddie
Collections Supervisor Region 1 & Puerto Rico at 3M KCI USA INCCollections Supervisor Region 1 & Puerto Rico at 3M KCI USA INC
Nicole SoriaNicole Soria
Patient Support Specialist at KCI/3MPatient Support Specialist at KCI/3M
YONATAN NETABAYYONATAN NETABAY
Warehouse Operative/ Receiving at 3m/kciWarehouse Operative/ Receiving at 3m/kci