Denise Canham
Murray,UT
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
15
15
years of professional experience
Work History
Travel Club Contact Center Supervisor
RCI / Panorama Travel and Leisure
06.2021 - Current
- Resolve problems for all of all non-member, travel clubs and ARN communication
- Handle calls, chats, or emails from TNL/EVR Guides, Travel Club members, and EVR Customers
- Assist guides on how to assist members with their questions
- Work with vendors on escalated concerns, requests from customers and members
- Responsible for accurate responses to member Chat and email respond in a timely manner
- Sound decision making and able to problem solve, and show empathy
- Responsible for creating training materials for programs.
- Directed, guided, coached and mentored team of agents both in the United States and the Philippines and surpassed individual and corporate goals.
- 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.
Travel Club Contact Center Supervisor
Concentrix - EVR - RCI
03.2009 - 06.2021
- Experience with Forter, Braintree, EVS1, Guide Portal, EVR, ARN and TCMP programs
- Exceptional customer service skills with both internal and external customers
- Monitoring of calls for guides and Admins
- Worked with scheduling with forecasting call volume and to ensure schedules are in place for coverage.
- Remarkable ability to maintain moral at the same time of ensuring stats and goals are met.
- Assist with guides questions and take supervisor calls
- Ability to work with several computer programs/systems at one time
- Maintain and organize electronic files in Excel and in Outlook as well as manual filing
- Outstanding organizational skills and ability to follow policies and procedures
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Exceptional computer skills, including power point presentations and spreadsheets
- Ability to make judgement calls and able to work with others whether its day to day tasks or solving problem
Skills
- Effective coaching
- Compliance knowledge
- Call Monitoring
- Workforce Management
- Reporting skills
- Quality Assurance
- Information tracking
- Training Coordination
Timeline
Travel Club Contact Center Supervisor
RCI / Panorama Travel and Leisure
06.2021 - Current
Travel Club Contact Center Supervisor
Concentrix - EVR - RCI
03.2009 - 06.2021
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