Armani Lewis
Houston,TX
Summary
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Operations Manager
Alorica
Houston, Texas
05.2025 - Current
- Oversaw daily operations to ensure efficient service delivery and customer satisfaction.
- Managed team performance by providing guidance and training to staff members.
- Developed and implemented process improvements to enhance operational efficiency.
- Coordinated communication between departments to streamline workflows and resolve issues.
- Monitored inventory levels and ensured adequate supplies for operational needs.
- Analyzed performance data to identify trends and recommend actionable strategies.
Call Center Supervisor
Progressive
Houston, USA
03.2023 - 05.2025
- Supervised daily operations and ensured adherence to company policies.
- Monitored call quality to maintain high service standards.
- Trained new staff on customer service protocols and system use.
- Developed schedules to optimize team performance and coverage.
- Resolved escalated customer issues with effective communication strategies.
- Implemented process improvements to enhance team efficiency and morale.
Store Manager
Walmart
Sugar Land, USA
07.2022 - 03.2023
- Managed daily store operations and ensured compliance with company policies.
- Supervised team members and provided training on customer service standards.
- Coordinated inventory management and maintained stock levels throughout the store.
- Implemented promotional displays to enhance product visibility and customer engagement.
- Resolved customer complaints and provided effective solutions to improve satisfaction.
- Monitored sales performance and identified areas for operational improvement.
- Ensured a clean, safe, and organized shopping environment for customers and employees.
- Conducted regular staff meetings to communicate goals and updates effectively.
EKG Monitor Technician
HCA Healthcare: Methodist Hospital
Houston, USA
05.2021 - 07.2022
- Monitored patient heart rhythms using EKG equipment.
- Recognized and reported abnormal readings to nursing staff.
- Assisted with patient placement and electrode attachment.
- Maintained equipment cleanliness and functionality standards.
- Documented patient data accurately within electronic health records.
- Collaborated with healthcare team to ensure patient safety.
- Educated patients on EKG procedures and expectations.
- Responded promptly to alarms and alerts from monitoring systems.
- Maintained a clean and organized work environment while adhering to safety protocols.
Debt Collector
DebtX
Houston, USA
11.2020 - 04.2021
- Managed collection calls to negotiate payment arrangements with clients.
- Reviewed account information to identify delinquent accounts and prioritize outreach.
- Documented all interactions in the company's collection software for accuracy.
- Collaborated with team members to develop effective collection strategies.
- Resolved customer inquiries and disputes regarding outstanding debts promptly.
- Conducted follow-up communications to ensure payment commitments were met.
- Maintained compliance with federal and state regulations in all collection activities.
Call Center Team Lead
Alorica
Houston, USA
12.2019 - 09.2020
- Supervised daily operations of call center team, ensuring effective service delivery.
- Trained new team members on policies, procedures, and customer service techniques.
- Coordinated scheduling and shift assignments to maintain adequate coverage.
- Facilitated team meetings to discuss challenges and share best practices.
- Resolved escalated customer issues with professionalism and empathy.
- Collaborated with management to implement process improvements for efficiency.
- Assisted in onboarding new staff by providing training and support resources.
- Monitored incoming calls, emails, and chat messages for quality assurance purposes.
Patient Sitter
Memorial Hermann
Houston, USA
09.2018 - 09.2019
- Provided constant monitoring of patients to ensure safety and comfort.
- Supported mobility of patients during activities and exercises.
- Followed hospital protocols for infection control and safety procedures.
- Provided companionship to patients during recovery periods.
- Observed and reported changes in patient conditions to nurses.
- Maintained a clean and organized patient environment.
- Responded promptly to call lights and requests from the patient for assistance.
Education
Associate of Science - Nursing
Texas Southern University
Houston, TX 12.2017 - 02.2024
High school diploma -
Alief Taylor High School
Skills
- Quality assurance
- Customer service
- Customer retention
- Call monitoring
- Performance analysis
- Staff training
- Conflict resolution
- Patient monitoring
- Electronic health records
- Infection control
- Patient mobility assistance
- Care plan implementation
- Customer satisfaction
- Team performance management
- Team management
- Process improvement
- Vital signs assessment
- Infection control procedures
- EKG interpretation
- HIPAA compliance
- Customer relationship management
Certification
- First Aid Certification
- Driver's License
- CPR Certification
Volunteer Experience
Molina Health Care, Houston, TX, Gave back to kids who didn't have school supplies and school clothes, Helped people who needed insurance/healthcare coverage, Most times it was on weekends
Timeline
Operations Manager
Alorica
05.2025 - Current
Call Center Supervisor
Progressive
03.2023 - 05.2025
Store Manager
Walmart
07.2022 - 03.2023
EKG Monitor Technician
HCA Healthcare: Methodist Hospital
05.2021 - 07.2022
Debt Collector
DebtX
11.2020 - 04.2021
Call Center Team Lead
Alorica
12.2019 - 09.2020
Patient Sitter
Memorial Hermann
09.2018 - 09.2019
Associate of Science - Nursing
Texas Southern University
12.2017 - 02.2024
High school diploma -
Alief Taylor High School