Donielle Norris
Atlanta,GA
Summary
Self-motivated and hardworking professional with experience in sales, project management, customer service and corporate training. Successful supervisor with 8 years of experience overseeing the advancement of multiple teams, managing policies and procedures, and monitoring staff performance. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership. Supervise and motivate shift managers and lead role players to meet corporate goals and metrics.
Overview
12
12
years of professional experience
Work History
Online Call Center
Home Depot
02.2022 - Current
- Handle customer inquiries, answer questions, and resolve problems in a timely manner
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Place orders and process refunds and build relationships with vendors
- Handle sensitive information with discretion
- Top ranking in CES, ASAT and LTSA.
Department Manager
U-Haul
03.2019 - 05.2021
- Lead a team of 50 agents with the help of two assistant managers
- Process and Approve all Payroll and all LOA in Workday/ Maintain KPI and metrics updated
- Monitor, coach and retrain all agents/Also train and schedule all new hires
- Complete Weekly and monthly reports while keeping track of every agent
- Verint, Cisco, Calabrio
- Optimizing productivity of sales and achieving correct quality standards.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Established clear performance expectations for staff members which led to increased accountability.
Customer Care Agent
Williams-Sonoma, Inc. Remote
08.2017 - 10.2019
- Handles incoming calls addressing customer concerns and questions and place orders
- High reviews from retail associates on handling all tasks, 98% proficiency
- Process all returns, and replacements determine best actions.
Manager
Galardi South
01.2014 - 02.2018
- Hire, train and schedule all staff and auditions
- Planned events and advertisements
- Ensuring licensing for every employee and entertainer remained current and recorded
- Maintained solid relationships with all vendors and promoters also signed all checks and kept inventory
- Payroll weekly and kept the books current.
Logistics Team Leader
Amazon.com
01.2012 - 08.2017
- Assist in making new routes to ensure timely deliveries with the use of Geofencing
- Lead a team of 35 care agents, Trained and coached
Education
Bachelor of Science - Marketing
Ashford University
San Diego, CA07.2015
Skills
- Customer service
- Computer literacy
- Communication skills
- Time management
- Microsoft word
- Microsoft excel
- Leadership
- Data collection
- Payroll Management
- Schedule Management
- Team coaching
- Call Monitoring
- KPI Tracking
- Scheduling and Coordinating
- Onboarding and Orientation
Timeline
Online Call Center
Home Depot
02.2022 - Current
Department Manager
U-Haul
03.2019 - 05.2021
Customer Care Agent
Williams-Sonoma, Inc. Remote
08.2017 - 10.2019
Manager
Galardi South
01.2014 - 02.2018
Logistics Team Leader
Amazon.com
01.2012 - 08.2017
Bachelor of Science - Marketing
Ashford University
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