Denise Scott
Palm Desert,CA
Summary
Dynamic leader with extensive call center experience, honed at Victoria's Secret Customer Care Center, where I spearheaded quality assurance initiatives, reducing error rates significantly. Accustomed to working in fast-paced environments where I utilized my decisive problem-solving skills, strong communication and leadership skills which helped ensure adaptability to changing needs and reliability in achieving impactful results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Care Center Leader
Victoria's Secret Call Center
05.2006 - 03.2024
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Developed tailored coaching plans for each agent based on their individual needs, leading to increased performance and job satisfaction.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Ensured compliance with industry regulations through regular review of policies and procedures as well as thorough training sessions for all employees.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
Associate of Arts - Liberal Arts
05.2003
- Dean's List Fall & Spring Semester 2002/2003
Skills
- Strong Work Ethic
- Call center experience
- Problem-Solving
- Multitasking and Organization
- Excellent Communication
- Escalation management
- Training and mentoring
- Cross-Functional Collaboration
- Report Preparation
- Research and due diligence
Certification
- Lean Six Sigma Yellow Belt Certification (LSSYB) - IASSC Lean Six Sigma Yellow Belt Certification.
Timeline
Customer Care Center Leader - Victoria's Secret Call Center
05.2006 - 03.2024
Copper Mountain College - Associate of Arts, Liberal Arts
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