FORRESTINA DICKERSON
Mebane,NC
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals. Forward-thinking Operations Specialist bringing 15 years of expertise in Customer Service and Leadership. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
18
18
years of professional experience
Work History
Processing Agent
Tata Consultant Services (TCS)- Transamerica
01.2021 - Current
- Answered customer service calls for Transamerica policy owners and customers
- Provided policy information, processed claim request, loans, partial withdrawals and provided updates and necessary follow ups
- Followed account security and quality requirements
- Received feedback on coaching's provided by supervisor or team lead, Assist with chat mentor assistance weekly to assist with new hires
- Assist with QA monitoring for Voluntary Benefits life and some health calls
- Made sure representatives handle calls appropriately
- Completed additional training in Cert Prep: ISC2 Certified in Cybersecurity, Cybersecurity Maturity Model, What is Generative AI and Business Continutnity Management.
QA Analyst
Verizon Headquarters (Nextgen Contractor)
07.2019 - 12.2020
- Review calls for Verizon studies, use Verint software and Verizon resources needed
- Calibrated and review calls with other QA analysts assigned to study
- Provided feedback and received feedback on studies
- In 2020 the staff worked from home and we continue during virtual meetings until the contract ended.
MPCS Supervisor
Telvista Customer Service
Dallas, TX
06.2016 - 03.2019
- Responsible for 11-15 associates, carry out coaching as needed
- Listen and grade calls for Quality
- Responsibilities include appraising performance; rewarding and constructive criticism
- Conduct training sessions targeting at with specific Metrics
- Establishes and maintain a relationship with team members identifies, resolves, and escalate associates concerns as needed.
Training Specialist/Lead
Telvista MPCS
Danville, VA
06.2011 - 06.2016
- Train new hire employees regarding contact center policies and procedures, basic job skills and client- contract requirements
- Deliver new hire and refresher training which includes classroom and on the floor training
- Conduct various training sessions to meet client needs (e.g
- On - the - job, customer service, system enhancements, sales techniques, refresher, technical, retention programs, policy and procedures changes)
- Update training materials per client requests and contract requirements
- Participate in needs - analysis studies to help determine training needs within the organization
- Report on progress of employees under guidance during training periods and suggests improvement to the process
- Assesses trainees to measure progress and to evaluate effectiveness of training materials and program.
Mentor/Lead
Telvista MPCS
Danville, VA
06.2006 - 06.2011
- Assisted associates on their calls
- Escalated calls and helping associates with customer accounts
- Also answered and logged 911 dispatched calls from Law Enforcement.
Education
Business Management Degree and Associate in Applied Science -
National College
01.2010
Logistics
U.S. Army Quartermaster School
Fort Lee, VA01.2004
Skills
- Supervisor carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
- Training and mentoring
- Software Knowledge
- Attention to Detail
- Collaboration and Teamwork
- Creative and Critical Thinking
- Team Collaboration
- Interpersonal Skills
- MS Office
- Policy Knowledge
- Staff Supervision
- Exceptional telephone etiquette
- Conflict Resolution
- Effective Multitasking
Leadership Experience
Served in the United States Army for 8 years as a Supply Specialist from 2003-2011 Received many awards for service time and leadership. Curriculum development, perform and conduct meeting with teams. Motivate, expect participation and project oriented.
Communication Skills
Conduct Error Training and refresher training classes. Received CARE award for MPCS error reduction for the call center in 2013.
Timeline
Processing Agent
Tata Consultant Services (TCS)- Transamerica
01.2021 - Current
QA Analyst
Verizon Headquarters (Nextgen Contractor)
07.2019 - 12.2020
MPCS Supervisor
Telvista Customer Service
06.2016 - 03.2019
Training Specialist/Lead
Telvista MPCS
06.2011 - 06.2016
Mentor/Lead
Telvista MPCS
06.2006 - 06.2011
Business Management Degree and Associate in Applied Science -
National College
Logistics
U.S. Army Quartermaster School