Gabrielle Heflin
Orange City,FL
Summary
Experienced Call Center Supervisor experience in Quality Monitoring/Reporting and Data Analysis. Proven track record of creating, scheduling, and implementing business development plans/reporting to ensure auditing targets and customer/client satisfaction are met. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
Spectrum
11.2022 - Current
- Enhanced team productivity through regular coaching, quality assurance review, feedback, and performance evaluations.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Monitored call center data using reporting to assess trends, proactively implementing solutions for identified issues.
- Monitor and track sick calls, tardiness, etc., relating to agent attendance, as well assisting with agent accruals/entitlements within the Kronos and Aspect Workforce applications
- Create excel spreadsheets for agent evaluations and attendance monitoring to improve business functionality and planning
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Foster working relationships with staff in order to cultivate improvement plans for practices and initiatives across the call center.
- Implemented a new quality assurance program to ensure delivery of world class service.
Quality Supervisor
Concentrix
12.2020 - 11.2022
- The Quality Supervisor is responsible for assisting with the implementation, analysis, scheduling, and ongoing support for one or more clients, across one or more locations
- Supports varying quality models tailored to individual client needs, which includes supervising Quality Evaluators who support their assigned portfolio
- Cultivates client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Supervisor is responsible for the overall direction, coordination, and evaluation of the department
- Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements
- Collaborated with cross-functional teams to establish quality standards and ensure compliance with industry regulations.
- Conducted thorough audits of production processes to identify potential risks and implement corrective measures proactively.
- Develop strong working relationships with key Business stakeholders, internal and external
- Oversee audits of key support processes within each account and recommend changes
- Ensure consistent application of the quality process/system across the assigned portfolio
- Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
- Ensure accurate and timely completion of client-required reporting
- Lead quality task forces/action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Analyzes quality performance and is responsible for identifying trends, determining root causes, presenting findings both internally and externally and leading corrective action plans
SR. TRAINER/QUALITY EVALUATOR DUAL ROLE
Concentrix
04.2018 - 12.2020
- The Trainer II/Quality evaluator is responsible for providing data analysis and monitoring/auditing of call center formats and standards, providing this data and recommendations to stakeholders to meet KPI metrics
- Additionally, this role is responsible for delivering client-focused training to address the new hire, product update, and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best-in-class service and delivery
- Plans, conducts, coordinates, and implements a comprehensive training program for staff in order to meet fluctuating client business targets
- Training components are geared toward new hires, existing staff and individuals who seek one-on-one assistance
- Performs call monitoring and provides trend data to site management team
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources
- Evaluates team and department level data and trends to drive improvements
- Provides actionable data to various internal support groups as needed. Prepares and analyzes internal and external quality reports for management staff review. Provides suggestions that impact business processes and balances needs of all stakeholders
- Designed customized learning solutions, addressing diverse learning styles and needs within the workforce.
- Chaired staff and monthly management meetings, communicating current progress towards training goals to staff and senior management.
- Key metrics analytics and recommendations to address challenges
- regularly scheduled 1:1s, documentation of 1:1 session, performance plans, and informal meeting.
Team Leader/Supervisor
Concentrix
12.2014 - 04.2018
- Responsible for the day-to-day supervision of a group of call center associates
- This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations Provide subject matter expertise in handling escalated customer calls as needed Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
- Schedule and organize team activities.
Education
Certificate - Business Analyst
ECornell
Virtual06.2024
GED -
Seminole State Florida
Lake Mary, FL06.2022
Skills
- Strategic Planning & Research
- Customer & client management
- Customer service
- Conflict management & resolution
- Critical thinking
- Process improvement
- Microsoft Office & Google suite
- Business planning
- Management
- Auditing
- Product knowledge
- Resourcefulness
- Adaptability
- Time Management
- Quality Assurance
- Data Analysis and Modeling
Accomplishments
- Led a quality audit that resulted in implementing additional automated reports to track Quality and compliance scores across the LOB. This provided detailed look into Outlier teams for specific areas of improvement and provided assistance to operations and training teams in completing an effective action plan for the overall program's success
- Lead new tool implementation for all North American quality financial institutions for our third-party partners
- Streamlined quality control Standard Operating Procedures for increased efficiency and reduced production downtime.
Timeline
Customer Service Supervisor
Spectrum
11.2022 - Current
Quality Supervisor
Concentrix
12.2020 - 11.2022
SR. TRAINER/QUALITY EVALUATOR DUAL ROLE
Concentrix
04.2018 - 12.2020
Team Leader/Supervisor
Concentrix
12.2014 - 04.2018
Certificate - Business Analyst
ECornell
GED -
Seminole State Florida
Similar Profiles
DOMONIQUE NELTHROPEDOMONIQUE NELTHROPE
System Administrator at SpectrumSystem Administrator at Spectrum
Cody WellsCody Wells
Customer Support Specialist at SpectrumCustomer Support Specialist at Spectrum
Ryheem BonaparteRyheem Bonaparte
Technical Support at SpectrumTechnical Support at Spectrum
Catelin SweeneyCatelin Sweeney
Customer Reliability Supervisor at SpectrumCustomer Reliability Supervisor at Spectrum
Gabriel LorenzoGabriel Lorenzo
Certified Surgical First Assistant at HCA Healthcare Inc.Certified Surgical First Assistant at HCA Healthcare Inc.