Eloncia Penson
Crosby,TX
Summary
Well-qualified Call Center Leader with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
26
26
years of professional experience
Work History
Dispatch Supervisor
Safelite Auto Glass
2023.07 - 2024.06
- Modernized communications systems to improve productivity, reliability and efficiency.
- Maintained updated and detailed records of calls in physical and electronic database.
- Evaluated and adjusted over 60 routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Directed dispatching, routing, and tracking of 60 fleet vehicles.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Analyzed customer feedback and provided solutions to improve customer service.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Scheduled and organized delivery routes.
- Answered phone calls and responded to customer emails.
- Provided customers with information on products and services.
Call Center Supervisor
Walgreens
2023.01 - 2023.07
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Supervised [12] CSA'S in providing excellent customer service to callers requiring assistance for IN STOR PICKUPS and [Customer Service ] issues.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Created team rotations to man center effectively during peak hours.
- Trained team members on performance metrics and consumer behavior identification.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Coordinated with other departments to provide smooth execution of sales initiatives.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Call Center Supervisor
Verizon Wireless
1998.06 - 2022.12
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed and enforced policies and procedures for compliance with company policies.
- Negotiated more favorable rates and delivery times with vendors.
- Developed and implemented strategies to increase sales and improve customer service.
Education
No Degree - Business Management
University of Phoenix
Houston, TXHigh School Diploma -
Kashmire High School
Houston, TX08.1995
Skills
- Logistics Management
- Knowledgeable in Word, Excell, Power Point
- Coaching and onboarding
- Mentoring and training
- Records Maintenance
- Positive communication skills
- Customer Relations
- Schedule Management
- Stress Tolerance
- Attendance documentation
Timeline
Dispatch Supervisor
Safelite Auto Glass
2023.07 - 2024.06
Call Center Supervisor
Walgreens
2023.01 - 2023.07
Call Center Supervisor
Verizon Wireless
1998.06 - 2022.12
No Degree - Business Management
University of Phoenix
High School Diploma -
Kashmire High School
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