Felesha Thomas
Miami,FL
Summary
Dynamic and results-driven Customer Service Supervisor with a proven track record of optimizing service operations and enhancing team performance. Expert in fostering customer loyalty, ensuring process compliance, and delivering exceptional service outcomes. Adept at aligning customer, employee, and organizational goals through strategic decision-making and effective leadership.
Overview
20
20
years of professional experience
Work History
Operations Supervisor
Inktel Contact Center Solutions
Miramar, FL
07.2023 - Current
- I lead a team of chat, phone and email Customer Service Specialists in every aspect: Tracking Key Performance Indicators and coaching to improve performance in chat, phone and email handling.
- I currently manage their attendance, Corrective Actions, PTO and time off requests.
- Work on staffing needs including candidate interviewing, employee termination, team onboarding and continuous training.
- I ensure meticulous record-keeping and maintain comprehensive documentation to support team operations and compliance.
- I prepare detailed team performance reports and success metrics for presentation to executive leadership, contributing to strategic decision-making.
- Regularly conduct weekly one on one meetings with each member of my team to discuss overall performance, deliver company and team announcements, new procedures/policies, and general check ins.
- Conducted weekly quality assessments for each team member and crafted tailored coaching plans to enhance Customer Satisfaction (CSAT) and First Contact Resolution (FCR) rates.
- Monitored and coached to Average Handling Time, Occupancy, Customer feedback, interactions per hour, survey sent rate and call sent rate.
- Engaged in client meetings with BPO partners, providing insights and fostering strong client relationships to ensure alignment with business objectives.
Customer Service Manager
Homes.com
Tallahassee, Florida
09.2019 - 03.2023
- Managed daily operations, including supervision and assignment delegation, attendance and performance tracking for Customer Service Representatives, Account Managers and Supervisors.
- Increased employee productivity by establishing and monitoring Key Performance Indicators, service level metrics and goal achievement.
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
- Developed customized coaching and performance guides for ongoing team education.
- Conducted candidate interviews, onboarding and ongoing training of new and tenured Representatives.
- Completed staffing audits, lead WFM team, reviewed and approved PTO/Sick time, and submitted payroll for full team.
- Handled client escalations and investigated BBB complaints.
- Developed the Employee Performance Tracker to help keep agents aware of their performance.
- Used role playing, lectures and simulations to present information in variety of instructional techniques and formats.
Quality Coach
PATLive
Tallahassee, FL
02.2013 - 08.2019
- Processed bi-weekly performance audits for my team to ensure that Key Performance Indicators were being met and/or exceeded.
- Devised custom coaching plans for underperforming agents and successfully coached to performance goals.
- Cultivated team morale with coordination of monthly service contests.
- Researched and resolved all department and customer complaints and concerns.
- Worked directly with contracted customers ranging from
insurance claims, State of Florida Emergency Services and public housing concerns. - Reviewed customer interactions and activity reports to identify and address concerns.
- Kept records of quality reports and statistical reviews.
- Followed communication procedures, guidelines and policies.
Store Manager
Blockbuster Video
Tallahassee, Florida
08.2004 - 12.2012
- Performed budget analysis and placed retail orders for store inventory.
- Developed and arranged promotional material and in-store displays.
- Motivated the team to meet sales objectives by training and mentoring staff.
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
- Processed shipments and maintained stock shelf organization.
- Secured store perimeter and enforced procedures to minimize losses and protect store assets.
- Updated store pricing, signage and merchandising based on current promotions.
- Reorganized sales floor, changing product layout to optimize customer flow and improve product visibility.
Education
Bachelor of Arts -
Florida Agricultural And Mechanical University
Tallahassee, FLHigh School Diploma -
William H. Turner Technical Arts High School
Miami, FL06.2004
Skills
- Microsoft Office
- Organized
- Coaching
- Leadership
- Process Optimization
- Google Sheets
- KPIs Driven
- Performance Audits
- Scheduling and Coordinating
- Quality Assurance
- Hiring and recruiting
- Salesforce, Zendesk, SQL
Timeline
Operations Supervisor
Inktel Contact Center Solutions
07.2023 - Current
Customer Service Manager
Homes.com
09.2019 - 03.2023
Quality Coach
PATLive
02.2013 - 08.2019
Store Manager
Blockbuster Video
08.2004 - 12.2012
Bachelor of Arts -
Florida Agricultural And Mechanical University
High School Diploma -
William H. Turner Technical Arts High School
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