Grayam Scott
Detroit,MI
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. 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.
Overview
23
23
years of professional experience
Work History
Quality Assurance Analyst; Temporary
Insight Global
10.2023 - 01.2024
- Monitored and evaluated the performance of individual agents utilizing recording and reviewing calls to monitor and analyze agent performance, both regarding soft skills and technical knowledge, as well as compliance across all contact channels.
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Monitor KPIs, track quality metrics, and provide regular analytics reports to upper management.
- Recommend call center QA software and training for customer support teams to meet and exceed customer service expectations.
- Develop and improve knowledge of products and knowledge of call center performance and functional requirements.
- Contribute to call calibration sessions to evaluate agent performance.
- Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support.
Call Center Supervisor
Bread Financial
03.2023 - 09.2023
- Supervised 20 associates with the ability to have difficult conversations, resolve conflicts, and drive performance to deliver the best customer service
- Assisted Call Center Managers by analyzing reports, listening to a high volume of associate calls per week, and coaching to conduct, productivity, regulatory/procedural, and quality behaviors to improve key performance indicators
- Assisted talent acquisition with recruiting decisions by conducting interviews for internal and external roles
- Built relationships and communicated with all levels of the organization to inspire collaboration and teamwork
- Interacted daily with the team through coaching, contests, and activities that aligned with department/team goals
- Collaborated with workforce to manage staffing needs based on call volume and projections
- Served as point of resolution for escalated situations
- Managed associate work schedules, time off requests, and approved remote downtime
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Call Center Supervisor
Ryder Integrated Logistics
03.2020 - 12.2022
- Performed analysis of data and reports to improve employee performance to maintain superior organization
- Selects and maintains a competent, motivated, and qualified staff of team leads, and employees, which includes coaching, mentoring, disciplining, advising, training, termination, and resolution of personnel issues
- Evaluated performance variances to identify root causes, developed corrective action plans and delivered performance reviews
- Determined merit increases based on performance and QA presented via monthly and yearly scorecards
- Implemented changes to improve processes and efficiency through communication between multiple departments
- Ensured company policies were communicated and administered
- Interact with client groups as necessary and resolve client and customer escalation
- Delegated tasks and conducted one-on-one meetings with the Team Lead
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Supervised 25 Customer Service Representatives in providing excellent customer service to callers requiring assistance with credit card and payment issues
Quality Assurance Manager & Trainer
SPH Analytics
03.2019 - 10.2019
- Managed Quality Assurance team of 12 and was responsible for monitoring inbound/outbound calls to assess demeanor, technical accuracy, customer service performance, and conformity to company policy, client policy, and procedures
- Ensured development, creation, and implementation of call center quality processes and procedures
- Develop client-specific training materials as needed
- Managed use of quality monitoring data management system to compile and track performance
- Ensure all employees are fully trained in current policies and procedures, job expectations, responsibilities, and industry changes
- Identify trends in data that could lead to process improvements, operational efficiencies, improvements in customer experience
- Assisted in the hiring and recruitment process to ensure the timely onboarding of new associates
- Held calibration meetings with various departments to ensure all client expectations for quality were being met.
Call Center Operations Supervisor
SPH Analytics
11.2017 - 03.2019
- Managed and developed 21 to 30 call center representatives ensuring all enterprise goals were met such as complying with HIPAA rules and survey conversion measurements
- Collaborated with workforce management to ensure each project was effectively staffed
- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
- Assist, facilitate, and support Recruitment with interview and selection process for attrition and projects
- Managed payroll
- Active in developing new processes in procedures to assist in meeting department goals
- Provided training support through calibrations and training
- Arranging and chairing team meetings where issues of performance are mutually discussed
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
Customer Service Supervisor
Assurant
02.2017 - 11.2017
- Answered inbound phone calls related to homeowner insurance from homeowners
- Provided and updated account information such as effective dates, premiums, deductibles, and other related homeowner insurance information
- Maintained scheduled adherence and quality average of 97% when 92% was expected
- Communicated with other departments to resolve issues related to homeowner's insurance
- Assisted customers in a friendly and respectful manner
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Updated account information to maintain customer records
- Responded to customer requests for products, services, and company information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Utilized customer service software to manage interactions and track customer satisfaction
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Tracked customer service cases and updated service software with customer information.
Call Center Operations Supervisor
Career Connections Inc
07.2012 - 05.2016
- Managed and developed 13 to 28 call center advisers
- Developed, implemented, and monitored programs to maximize customer satisfaction such as customer service survey feedback
- Communicated and coached call center metrics
- Maintained a 94% customer satisfaction average
- Drive operational performance to improve customer satisfaction through effective forecasting, staff planning, and workforce optimization
- Coached agents on a one-on-one basis to review KPIs and quality standards
- Proactively created incentive programs that assisted with reducing turnover and improving the overall morale of the call center
- Determined quality assurance benchmarks and set standards for improvement
- Established and oversaw performance targets for call center associates
- Implemented innovative service strategies to improve customer experience and engagement
- Improved average hold times, resolution rates, and satisfaction scores through staff development
- Scheduled call center staff to meet operational needs whilst remaining under budget.
Customer Service Supervisor
Mastercraft Interiors
04.2001 - 10.2011
- Successfully managed activities of 10 direct reports and 12 indirect reports located in multiple retail locations
- Ensured that all deliverables such as orders, repairs, deliveries, and any customer issues were resolved and handled in a reasonable period
- Effectively managed departmental expenses to remain within the allocated budget
- Recommended changes to existing methods to increase the accuracy, efficiency, and responsiveness of the customer service department
- Received Outstanding Customer Service Award as Call Center Supervisor 7 out of 10 years
- Resolved escalated complaints
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Education
Bachelor of Arts - Business Management
University of The Pacific
Stockton, CA05.1993
Associate of Arts - Business Management
Northeastern Oklahoma A & M College
Miami, OK05.1991
Skills
- Schedule Coordination
- Training management
- Report writing
- Quality assurance
- Staff training and development
- Complaint resolution
- Budgeting
- Strategic planning
- Staffing and scheduling
- Staff Management
- Operations management
- Business administration
- Productivity Standards
- Employee engagement
Timeline
Quality Assurance Analyst; Temporary
Insight Global
10.2023 - 01.2024
Call Center Supervisor
Bread Financial
03.2023 - 09.2023
Call Center Supervisor
Ryder Integrated Logistics
03.2020 - 12.2022
Quality Assurance Manager & Trainer
SPH Analytics
03.2019 - 10.2019
Call Center Operations Supervisor
SPH Analytics
11.2017 - 03.2019
Customer Service Supervisor
Assurant
02.2017 - 11.2017
Call Center Operations Supervisor
Career Connections Inc
07.2012 - 05.2016
Customer Service Supervisor
Mastercraft Interiors
04.2001 - 10.2011
Bachelor of Arts - Business Management
University of The Pacific
Associate of Arts - Business Management
Northeastern Oklahoma A & M College
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