Diana Ross
Red Oak,TX
Summary
Dynamic supervisor skilled in team management and performance evaluation. Proven track record in fostering a supportive work environment and driving team success in high-pressure call center settings. Results-driven professional with expertise in customer relationship management and complaint resolution. Adept at conducting performance evaluations and providing constructive feedback to enhance team performance and service quality.
Overview
14
14
years of professional experience
Work History
Supervisor
Veterans Government Services
Lousiville , KY
10.2020 - Current
- Supervised a team of 20 to 25 agents to support daily calls from beneficiaries and providers.
- Developed training programs for new hires once they came out of training class, and assisted when their metrics dropped below the required company metrics.
- Managed the agents' schedules to assure they were following their schedules daily.
- Conducted performance evaluations weekly, and provided feedback and encouragement in their growth.
- Collaborated with leadership weekly to address issues affecting service quality and efficiency.
- Collaborated with team leads to resolve complaints with claims and payments.
Call Center Representative
Manpower Staffing
Arlington , TX
01.2020 - 10.2020
- Answered incoming calls concerning inquiries about COVID payments from unemployment.
- Managed very high call volumes while maintaining quality service standards.
- Documented customers' interactions thoroughly for permanent records.
- Updated customer accounts, addresses, and contact information within call management databases.
- Maintained a very professional call control, and quickly worked through scripts to address problems.
Call Center Representative
PharMerica
Arlington , Tx
04.2016 - 02.2017
- This was a temporary position with a staffing agency. I assisted customers with inquiries and resolved issues efficiently.
- Managed high call volumes while maintaining quality service standards.
- Documented customer interactions accurately in the CRM system.
- Collaborated with team members and management to improve the delivery process for greater satisfaction.
- Resolved callers' inquiries and prepared orders for the delivery of medications or durable equipment.
Sr Customer Service Representative
Optum RX
Overland Park , KS
10.2011 - 10.2015
- Assisted beneficiaries and providers with medication inquiries and prescription processing.
- Collaborated with healthcare providers to ensure accurate prescription fulfillment. Since this was mail order, we needed to make sure it arrived on time.
- Maintained accurate and detailed records of customer interactions and service requests.
- I assisted co-workers when they had questions.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Coordinated with the warehouse regarding delivery dates, product availability.
- Assigned a WFH position after just a few months of training.
Education
High School Diploma -
Central High School
Kansas City, MO05-1971
Skills
- Team management
- Performance evaluation
- Customer relationship management
- Complaint resolution
- Call quality assurance
- Coaching and mentoring
- Verbal and written communication
- Employee development
- Attention to detail
Timeline
Supervisor
Veterans Government Services
10.2020 - Current
Call Center Representative
Manpower Staffing
01.2020 - 10.2020
Call Center Representative
PharMerica
04.2016 - 02.2017
Sr Customer Service Representative
Optum RX
10.2011 - 10.2015
High School Diploma -
Central High School