Jamaal Lewis
Houston,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Call Center Supervisor
NV Energy
Houston , TX
02.2022 - 04.2024
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Implemented strategies to improve customer satisfaction levels.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Assigned tasks to agents based on their skillset and availability.
- Maintained accurate records of all customer interactions using the company's CRM system.
Call Center Supervisor
ARS Rescue Rooter
01.2019 - 01.2022
- Performed daily huddles to keep team members motivated and alert.
- Managed daily operations, client relations and IT.
- Motivated sales professionals by delivering positive reinforcement and constructive feedback.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Mentored newly hired employees by explaining tactics for building sales pipelines.
- Reviewed customer complaints to determine appropriate methods for resolution.
- Delegated work to staff, setting priorities and goals.
Call Center Team Lead
ARS Rescue Rooter
01.2018 - 01.2019
- Engaged with agents to learn what drives them and how they learn
- Role Play served as an example of exceptional customer service
- Staying current on the latest industry trends and techniques
- Coached and evaluated agents daily
- Created clear goals for team leads and agents
- Managed improvement
- Created contest to drive agents KPIs.
Call Center Outbound agent
ARS Rescue Rooter
01.2016 - 01.2018
- Highest performing agent 4 years in a row top OB agent in the company
- Outbound dialed 250-300 clients a day
- Maintained most booked calls for over 24 months consecutively
- Sold 100 memberships in one month, maintaining top sales record for 4 years
- Employee of the month 8 times in a course of 4 years
- Driven, focused and devoted to success.
Call Center Representative/ Dispatcher
ARS Rescue Rooter
01.2014 - 01.2016
- Inbound Customer Service Agent/ Dispatcher
- Answered on average 100 calls a day
- Maintained a low talk time
- Perfected the customer experience
- Dispatched calls to technicians afterhours nationwide for over 27 branches.
Call Center Lead
PureTalk
01.2012 - 01.2014
- Coaching to improve performance and achieve goals
- Time management
- Improvement Tracking
- Shadowing and evaluating calls.
Customer Service Agent
BBVA Compass Bank
01.2005 - 01.2012
- Answered customer questions regarding account
- Processed payments
- Eased customers concerns and helped retention of customer.
Education
Bachelor of Business -
Houston Community College
Houston, TXSkills
- Schedule Coordination
- Employee Motivation
- Call Monitoring
- Reporting skills
- Staff Motivation
- Technical Support
- Coaching and Mentoring
- Quality Assurance
- Training delivery
- Professionalism
- Multitasking
- Excellent Communication
Timeline
Call Center Supervisor
NV Energy
02.2022 - 04.2024
Call Center Supervisor
ARS Rescue Rooter
01.2019 - 01.2022
Call Center Team Lead
ARS Rescue Rooter
01.2018 - 01.2019
Call Center Outbound agent
ARS Rescue Rooter
01.2016 - 01.2018
Call Center Representative/ Dispatcher
ARS Rescue Rooter
01.2014 - 01.2016
Call Center Lead
PureTalk
01.2012 - 01.2014
Customer Service Agent
BBVA Compass Bank
01.2005 - 01.2012
Bachelor of Business -
Houston Community College