Francine Babb
Lawrenceville,GA
Summary
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.
Overview
10
10
years of professional experience
Work History
Contact Center Manager
NYC Ferry
Brooklyn, New York
07.2017 - 03.2022
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
- Know and understand internal policy and external regulatory requirements that relate to your position and department
- Ensure all shift paperwork is correctly completed and submitted.
Shift Supervisor
Starbucks
Brooklyn, New York
01.2014 - 08.2017
- Lead each shift, working alongside a team of baristas to deliver quality customer service and expertly-crafted products
- Helped store management meet standards of service and quality in daily operations.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Advised customers on whole bean and bulk tea purchases by detailing origin, flavor and pairing recommendations.
- Engendered customer loyalty by remembering personal preferences and allergy information.
- Designed and adjusted work schedules to meet business demands.
Contact Center Supervisor
Logisiticare
Longisland City , New York
05.2015 - 04.2017
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of 40 agents and surpassed individual and corporate goals.
- Improved productivity of customer service team by leading training initiatives and revamping schedules, reducing overtime 20%.
- Increased operational efficiency by developing improved filing systems for confidential client records and reports.
- Follow HIPPA compliance
- Manage Patients documentation, health insurance policies to bill for services.
Education
High School Diploma -
International Arts Business
Brooklyn, NY06.2010
Skills
- Excellent oral and Written skills
- Ability to adapt to an dynamic work environment
- Calm and professional under pressure
- Positive Leadership
- Effective self-manage time
- Detail oriented
- Critical thinking / Problem Solving
- Proficient with, CRM, Access, Excel, Salesforce, Avaya and Ultipro
Timeline
Contact Center Manager
NYC Ferry
07.2017 - 03.2022
Contact Center Supervisor
Logisiticare
05.2015 - 04.2017
Shift Supervisor
Starbucks
01.2014 - 08.2017
High School Diploma -
International Arts Business