Fawn Maxwell
Elkhart,IN
Summary
Proficient in managing schedules, administrative functions, and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and team leadership.
Overview
19
19
years of professional experience
Work History
Manager
IPN Messaging Center
La Porte, IN
10.2005 - 05.2024
- Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
- Evaluated existing systems and technologies used by the call center team to ensure they are up-to-date and meeting the needs of customers efficiently.
- Conducted weekly meetings with staff members to discuss performance goals.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Participated in recruitment activities such as interviewing prospective candidates.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
- Conducted regular performance reviews and provided constructive feedback to team members.
Education
High School Diploma -
Memorial High School
Elkhart, IN05-1989
Skills
- Business Administration
- Workforce Management
- Expense Tracking
- Operations Management
- Business Development
- Strategic Planning
- Staff Development
References
References available upon request.
Timeline
Manager
IPN Messaging Center
10.2005 - 05.2024
High School Diploma -
Memorial High School
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