Evens Amilcar
Essex,MD
Summary
Dynamic Supervisor with proven expertise in team leadership and performance metrics. Enhanced staff development and operational efficiency, resulting in significant improvements in turnaround times and productivity. Strong focus on building customer relationships while consistently achieving business objectives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Laboratory supervisor II
IDEXX
Glen Burnie, Maryland
10.2023 - Current
- Supervised team of 18 laboratory technicians and 2 team leads to analyze samples efficiently.
- Established performance metrics and conducted evaluations to enhance productivity.
- Coached employees to achieve business objectives and maximize growth potential.
- Troubleshot diagnostic analyzers to minimize workflow disruptions and improve turnaround times.
- Organized staff schedules and coordinated workflow to optimize operational efficiency.
- Hired and mentored laboratory technicians to cultivate a high-performing team.
Customer Care Team Lead
Lonza
Walkersville, Maryland
01.2021 - 10.2023
- Supervised a team of 12 Customer Care Representatives managing over 300 inbound calls daily across 14 states and multiple territories.
- Developed and implemented policies and procedures for newly entered markets.
- Provided direction and support for daily management of open order reports within assigned work areas.
- Ensured adherence to established Customer Service Procedures, SOPs, and business requirements.
- Collaborated with colleagues to maintain a comprehensive work schedule addressing daily business priorities.
- Coached call center representatives on resolving difficult inquiries and improving customer experience.
Customer Support Manager
Bid4assets
Silver Springs, MD
01.2019 - 01.2021
- Managed customer support department handling over 700 weekly inbound calls across 36 states, 20 private sellers, and 35 counties.
- Provided leadership and direction on strategic initiatives to enhance business outcomes.
- Facilitated employee development through training programs and ongoing counseling.
- Set clear job expectations for team members to promote accountability.
- Reviewed two calls per agent monthly to ensure adherence to quality assurance guidelines.
- Monitored key performance indicators for daily call volume, schedule adherence, and documentation tracking.
Customer Care Supervisor
Constellation an Exelon Company
Middle River, MD
07.2010 - 01.2019
- Supervised team of 14 Customer Care Representatives handling over 600 inbound calls daily across 24 states and 72 utility territories.
- Established policies and procedures for newly entered markets to enhance operational efficiency.
- Assisted in hiring, mentoring, and disciplining customer service representatives alongside Call Center Manager.
- Promoted collaboration among team members to effectively resolve customer issues.
- Provided monthly performance tracking and constructive feedback to representatives for skill enhancement.
- Conducted quality assurance by reviewing four calls per agent each month to ensure compliance.
Education
Bachelor of Science - COMPUTER SCIENCE
Lincoln College
Lincoln, IL07-2004
Help Desk Analysis - Computer Information Systems
Lincoln Technical Institute
Columbia, MD10-2005
Skills
- Team leadership
- Laboratory operations
- Training and mentoring
- Performance metrics
- Staff development
- Customer relationship management
Certification
11/2018
Lean Six Sigma Green Belt
Timeline
Laboratory supervisor II
IDEXX
10.2023 - Current
Customer Care Team Lead
Lonza
01.2021 - 10.2023
Customer Support Manager
Bid4assets
01.2019 - 01.2021
Customer Care Supervisor
Constellation an Exelon Company
07.2010 - 01.2019
Bachelor of Science - COMPUTER SCIENCE
Lincoln College
Help Desk Analysis - Computer Information Systems
Lincoln Technical Institute