Gabrielle Tyus
Millbrook,AL
Summary
Dynamic Call Center Supervisor at Alorica with a proven track record in quality assurance and employee coaching. Enhanced team performance through targeted training and effective communication, achieving high customer satisfaction and increased first-call resolution rates. Skilled in performance management and adept at fostering a collaborative work environment.
Overview
8
8
years of professional experience
Work History
Call Center Supervisor
Alorica
Montgomery,Al
08.2015 - 12.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Streamlined incident reporting processes, allowing for quicker resolution of customer issues.
- Improved call resolution efficiency by analyzing call patterns and adjusting resource deployment accordingly.
- Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.
- Improved caller satisfaction with thorough quality assurance protocols, ensuring every team member delivered consistent service.
- Fostered positive work environment, reducing staff turnover by focusing on team-building activities and open communication.
Education
Autaugaville High School
Autaugaville, AL05.2009
Skills
- Call monitoring
- Employee motivation
- Customer service focus
- Information tracking
- Software expertise
- Employee coaching
- Multitasking Abilities
- Active listening
- Effective communication
- Leadership development
- Professionalism
- Time management abilities
- Attention to detail
Timeline
Call Center Supervisor
Alorica
08.2015 - 12.2023
Autaugaville High School