Gerald Lewis
New Albany,Indiana
Summary
Experienced professional focused on meeting or exceeding objectives seeking Call Center Supervisor position. Offers advanced training and knowledge of industry best practices. Recognized for leadership, planning abilities and clear, direct communication style.
Overview
20
20
years of professional experience
Work History
Training Manager
United Collection Bureau
Jeffersonville, IN
08.2020 - Current
- Conducted orientation sessions and organized on-the-job training for new hires.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Managed new employee orientation training process for more than 100 employees each year.
- Researched and obtained relevant course materials to achieve training objectives.
- Created in-depth training manual for all employees.
- Delivered new employee onboarding and training sessions via Zoom.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Onsite and Offsite recruiting.
Call Center Supervisor/ACCM in Training
Teleperformance USA
Louisville, KY
03.2019 - 07.2020
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Collaborated with training team to boost product support and certification training initiatives.
- Developed process controls and metrics for daily management of call center.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Trained team members on performance metrics and consumer behavior identification.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Managed over 100 calls per day increasing productivity by 10%.
Contract Recruiter
Kelly Services
Louisville, KY
08.2018 - 03.2019
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials and conducting initial interviews and pre-screening assessments.
- Consulted businesses on successful recruiting and retention practices to help minimize turnover.
- Advertised job opportunities on social media platforms and job boards.
- Coordinated schedules to arrange management interviews with applicants.
- Maintained filing system of current, prospective and future positions.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Operated and maintained applicant tracking and candidate management systems.
- Developed recruiting strategies to identify qualified candidates and build network.
- Improved recruitment numbers by 7%.
Absence Management Specialist
ADP - Automated Data Processing
Louisville, KY
01.2017 - 07.2018
- Deployed analytics to identify trends in close consultation with business operation goals and objectives.
- Communicated clearly and persuasively both verbally and in writing with clients and colleagues.
- Completed professional development course with V.P. of Operations.
- Created mentoring process for professional development.
- Reviewed and provided comments on adequacy of documents and took necessary steps to cure any deficiencies.
- Provided onsite training.
- Inputted information from customer calls and onsite visits into company's system using proprietary software and Microsoft products.
Call Center Supervisor
Teleperformance USA
Louisville, KY
12.2015 - 10.2016
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Developed process controls and metrics for daily management of call center.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Trained team members on performance metrics and consumer behavior identification.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Determined quality assurance benchmarks and set standards for improvement.
- Managed over 75 calls per day improving customer service metrics by 10%.
Customer Service Supervisor
Gannett Publishing Services
Louisville, KY
05.2010 - 11.2015
- Created, prepared and delivered reports to various departments.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Kept high average of performance evaluations.
Customer Service Supervisor
APAC Customer Services
Utica, NY
12.2008 - 04.2010
- Created, prepared and delivered reports to various departments.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Recruited, hired, trained and supervised staff of 15-20 and implemented mentoring program that offered positive employee engagement.
Staffing Coordinator
Elwyn NJ
Vineland, NJ
02.2002 - 09.2008
- Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes and supporting documentation.
- Created qualification guidelines and requirements for individual positions to identify and measure appropriate candidates against established criteria.
- Enhanced networks and outperformed staffing targets by assessing capacity and diversifying partnerships.
- Recruited highly successful practitioner network focused on serving client and patients.
- Audited workplace, employee and management policies and procedures.
- Collaborated with manager to determine department's short and long-term hiring needs.
- Managed employee rewards programs.
- Shadowed employees to determine accurate description of duties and skills required for each position.
- Advocated for staff members, helping to identify and resolve conflicts.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Oversaw HR needs for 200-employee operation across 39 locations.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
Education
Associate of Applied Science - Business Administration And Management
Rutgers, The State University of New Jersey
New Brunswick, NJSkills
- Strategic planning
- New hire on-boarding
- ADDIE expertise
- Knowledgeable in Kronos
- Quality assurance
- Schedule Coordination
- Process evaluation and enhancement
- Time management
- Training management
- Change Management
- MicroSoft Office, Zoom and Google Meets
- Staff Management
Accomplishments
- Trained more than 100 full time associates and flex-time associates.
- Used Microsoft Excel to develop employee tracking spreadsheets.
- Employee of the month twice at United Collection Bureau.
- Documented and resolved employee turnover which led to a decrease in attrition rates.
- Collaborated with team of 4 in the development of WLD (World Leadership Development Program).
Timeline
Training Manager
United Collection Bureau
08.2020 - Current
Call Center Supervisor/ACCM in Training
Teleperformance USA
03.2019 - 07.2020
Contract Recruiter
Kelly Services
08.2018 - 03.2019
Absence Management Specialist
ADP - Automated Data Processing
01.2017 - 07.2018
Call Center Supervisor
Teleperformance USA
12.2015 - 10.2016
Customer Service Supervisor
Gannett Publishing Services
05.2010 - 11.2015
Customer Service Supervisor
APAC Customer Services
12.2008 - 04.2010
Staffing Coordinator
Elwyn NJ
02.2002 - 09.2008
Associate of Applied Science - Business Administration And Management
Rutgers, The State University of New Jersey
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