Elgin Barber
Contact Center Manager
Jonesboro,GA
Summary
Successful Contact Center Manger with 3+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.
Overview
4
4
years of professional experience
Work History
Contact Center Manager
GetInsured
Atlanta, Georgia
06.2019 - Current
- Developing contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Reaching out to customers to suggest additional service or product purchases and inquire about needs or concerns.
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
- Maintaining equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Accomplishing call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.
Member Service Representative
Teletech Corporation/USAA
Duluth, Georgia
01.2019 - 06.2019
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Helped company attain the highest customer service ratings by earning 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
Customer Account Executive
VXI Global Solutions/Comcast
College Park, GA
01.2017 - 01.2019
- Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers.
- Communicated with approximately 250 clients daily to understand needs and explain product value.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Entered customer interaction details to track requests, document problems and record solutions offered.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Education
GED - Audio Engineering
SAE Atlanta
Skills
Customer support
Documentation and reporting
Quality assurance
Problem-solving skills
Customer Relationship Management
Call center operations
Accomplishments
- Supervised team of 150 staff members.
- Collaborated with a team of 4 in the development and launch of Pennsylvania's health insurance exchange.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Hobbies
I am a family man that enjoys spending time with my children, watching Marvel movies and reading self-help books.
Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
Contact Center Manager
GetInsured
06.2019 - Current
Member Service Representative
Teletech Corporation/USAA
01.2019 - 06.2019
Customer Account Executive
VXI Global Solutions/Comcast
01.2017 - 01.2019
GED - Audio Engineering
SAE Atlanta