Overview
Work History
Education
Skills
Timeline
Generic

Cindy Dirton

Snellville,GA

Overview

9
9
years of professional experience

Work History

Quality Assurance Training & Reporting Supervisor

National Vision
11.2024 - Current
  • Responsible for providing ongoing feedback and education to all Support Services agents.
  • Monitors inbound and/or outbound calls to analyze and evaluate customer service skills.
  • Documents quality issues and performance measures for management review.
  • Works with management to create and maintain standardized workflows and procedures.
  • Provides management with call trends, and creates and maintains reports and dashboards to communicate quality assurance findings.
  • Works with trainers to ensure training is being completed in required areas.

Supervisor of E-commerce

National Vision
11.2019 - 11.2024
  • Led a team of 30+ associates, maintaining high morale and productivity.
  • Coordinated production upgrades and provided coaching and training during daily meetings.
  • Handled timesheet approvals and implemented performance improvement plans.
  • Fosters an atmosphere of teamwork, dedication to correct execution, and continuous improvement.
  • Interacts with associates in response to their concerns, questions, or complaints.
  • Supervises call centers staff; to include Performance Management, scheduling, training, recruiting, etc.
  • Ensures call center staff are handling work-flow efficiently and changing tasks as necessary.
  • Updates attendance calendar and provides HR with any write ups needed.
  • Assists e-Commerce Customer Service Manager in developing business plans; including designing and building service sales capabilities.
  • Attends staffing meetings as well as system changes meetings.

Seasonal Customer Service Rep

Williams Sonoma
11.2017 - 01.2019
  • Provided primary customer support and updated account information.
  • Responded promptly to customer inquiries, offering assistance and advice.
  • Managed customer requests for products, services, and company information.

Lead Teacher

Sunshine House
07.2016 - 05.2017
  • Communicated with parents about student progress and recommended at-home reinforcement.
  • Planned and implemented daily activities to enhance student development.
  • Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
  • Maintained patience and level-headedness in diverse situations to support student development and personal growth.

Education

High School Diploma -

Mt. Pleasant High School
Providence, RI
06-1994

Skills

  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • SDS Payeezy System
  • ASM Visibly
  • SAP
  • Cisco Finesse
  • AS400
  • Microsoft Office

Timeline

Quality Assurance Training & Reporting Supervisor

National Vision
11.2024 - Current

Supervisor of E-commerce

National Vision
11.2019 - 11.2024

Seasonal Customer Service Rep

Williams Sonoma
11.2017 - 01.2019

Lead Teacher

Sunshine House
07.2016 - 05.2017

High School Diploma -

Mt. Pleasant High School

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Cindy Dirton