Heather Voss
Daggett,United
Summary
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
14
14
years of professional experience
Work History
Call Center Supervisor
Foundation for California Community Colleges
, CA
08.2022 - Current
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Created and implemented the training materials, scripts, SOPs and agent guides used by all agents.
- Coached team members on KPI's and QA scores to improve satisfaction ratings.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered constructive call process feedback.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Developed quality assurance standards and established targets for agents.
- Created, recommended and implemented policies and procedures for operational and staffing resources.
- Motivated and promoted team employees from within for key leadership roles.
- Developed employee performance and satisfaction optimization programs.
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Determined and formulated policies, procedures and business strategies to meet growth objectives of company.
- Coordinated with business clients on changes and upcoming campaigns.
Customer Service Team Lead
California Community Colleges
05.2022 - 08.2022
- Provide call center agents support with technical issues and troubleshooting support when needed
- Assist agents with de-escalating calls and taking escalated calls as needed
- Calling customers to advise of denial in request for missing benefits
- Reviewing, researching and escalating requests for missing benefits to CDE/CDSS
- Review and audit cases created by agents for potential errors
- Facilitate group chat communications to keep agents active and engaged while boosting morale
- Track and report all communications with agents and case audits with Supervisor daily to establish areas of need for the team and provide feedback for agent coaching
- Coordinated and implemented team meetings
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
- Produced reports outlining information such as call duration and customer satisfaction levels.
- Create spreadsheets and documents to assist both the team and my supervisor with keeping notes, actions and updates organized
- Continuing general agent responsibilities in assisting customers with inquiries and benefits questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Mentored junior team members and managed employee relationships.
Customer Service Representative
Foundation for California Community Colleges
01.2021 - 04.2022
- Assist customers with inquiries into benefits and eligibility of PEBT program
- Determine the eligibility of children by utilizing probing questions and verifying child meets qualifications for program benefits
- Performs research using available resources and tools to best assist customer with the call
- Escalates priority issues, follows up on complex issues when needed and reports to management if further assistance is required
- Complete profiles and cases with supporting case notes and accurate documentation when applicable
- Contributes to team effort by completing other projects and tasks as assigned
- Assist the team chat with general questions by providing SOPs and program materials when appropriate
- Create and share reference lists and tips with fellow agents in order to assist with call flow and procedures
- Heather Voss - page 1
- Assisted with calling customers to inform them of being denied in their request for Missing in System benefits
- Call shadowed with new hire agents
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Improved customer service wait times to mitigate complaints.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
Childcare
Assista, Harris Family Childcare
04.2019 - 01.2020
- Supervised Children from 6 weeks to 12 years of age
- Created activities and lessons for children of all ages.
Policy Council Member
SBC EHS Policy Council, IE, San Bernardino County
10.2018 - 10.2019
- Responsible for facilitating information between the policy council and parents represented in my region
- Monthly meetings to vote on approval of financial requests for programs, budgeting, updating rules and regulations, as well as, issues that have been raised by parents.
- Instituted development of various departments, divisions, bureaus, administrative offices and citizen advisory committees, promoting in-depth guidance in making recommendations to improve policies, projects and spending allocations.
- Attended dinners and special events to meet people and develop relationships.
- Maintained up to date understanding of local, regional, national and international news and developments.
- Built and deepened partnerships with other politicians to more effectively carry out agendas.
- Solicited federal funding for local projects and programs.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Training Supervisor
Best Choice Products
06.2015 - 10.2016
- While working at the Best Choice Products I was promoted to Customer Service Training Supervisor for both new hire and on-going training of all customer service representatives
- I trained all new hire representatives in all of our systems and processes by creating and implementing all needed training materials
- Implemented and created ongoing training for experienced representatives individually and in group settings to improve call handling, quality and aux times
- Implemented a tracking system for coaching both new and seasoned agents
- Assisted agents with escalated calls supervisor call requests as needed and provided appropriate authorizations to resolve disputes as an acting supervisor
- Assist customers with billing inquiries, payments, credits, refunds, save offers, and cancellations
- Completed case audits and aux report summaries for agents each week
- Managed call flow and agent call cue statuses to ensure agents were in the needed cue for the best call flow practices
- Ran daily reports on call types to look for patterns and identify potential issues with products that may require product testing and manufacturer replacements
- Assisted with interviews and semi-annual employee reviews.
Team Lead Customer Service Specialist
Bank of America
03.2011 - 07.2014
- Assist customers with billing inquiries, payments, credits, refunds, up-sales, save offers, and cancellations
- Coordinated with appropriate departments to meet all needs of customers
- Coordinated newsletters and sub-team management to maximize training effectiveness, coach certified, assisted training new hire employees, completion of escalation calls, weekly training seminars, and employee recognition
- Heather Voss - page 2 # Quality review, employee reviews, improvement plans, employee scheduling, SPEC Reports, completion of on-going training in groups, as well as, one-on-one.
Floor Supervisor
Sitel - WildBlue
09.2009 - 10.2010
- Months)
- While working at SITEL I received the Director s Allstar Award for excellent performance in sales, retention and customer service reviews
- My retention success rate was 80% or higher monthly and sales was within the top 5-15% monthly
- I also received accommodations for redesigning the training materials used by all new hire employees and implementing a new ongoing training program to educate employees on new procedures
- Assist customers with billing inquiries, payments, credits, refunds, upgrades, downgrades, up-sales, general sales, save offers, and cancellations
- Troubleshooting for slow connectivity, no connectivity, intermittent connectivity, and email related issues for WildBlue internet services
- Create & manage trouble tickets, set-up service calls, as well as, the removal of account restrictions due to Fair Access
- Policy violations
- Floor supervisor, answered supervisor escalations calls, and worked with corporate office to resolve unique customer issues
- Management of call flow and cues for all customer service, technical support, and retention agents using the Avaya software system
- Training agents in a one on one and group classroom environment in company requirements for customer service, technical support, and retention
- Managing new hire classes during OCP processes while monitoring progress, as well as, overall performance of agents in all areas of the job requirements including but not limited to process in customer service and technical support, handle time, schedule adherence and addressing needs for improvement
- Management of up to 30 agents once on production floor tracking average handle time, after call work, schedule adherence, correct process completion, areas of improvement, recognition of skills, as well as, call quality progress and improvements.
Education
CRM Admin Certification - Salesforce Admin
Calbright College
08.2023
Associates of Science - Paralegal Studies
Kaplan University Online
01.2011
Skills
- Team Management
- Customer Retention
- Employee Training
- Team Building
- Employee Motivation
- Customer Service
- Call Center
- Microsoft Office
- Call Flow Management
- Salesforcecom
- Reporting Skills
- Supervision & Leadership
- Data Analysis and Reporting
- 8x8
- Twilio
- Strategy Development
- Training Delivery
- Training Coordination
- Training & Development
- Performance Updates
- Quality Control Optimization
- Teams
- Slack
- Zoom
Timeline
Call Center Supervisor
Foundation for California Community Colleges
08.2022 - Current
Customer Service Team Lead
California Community Colleges
05.2022 - 08.2022
Customer Service Representative
Foundation for California Community Colleges
01.2021 - 04.2022
Childcare
Assista, Harris Family Childcare
04.2019 - 01.2020
Policy Council Member
SBC EHS Policy Council, IE, San Bernardino County
10.2018 - 10.2019
Customer Service Training Supervisor
Best Choice Products
06.2015 - 10.2016
Team Lead Customer Service Specialist
Bank of America
03.2011 - 07.2014
Floor Supervisor
Sitel - WildBlue
09.2009 - 10.2010
CRM Admin Certification - Salesforce Admin
Calbright College
Associates of Science - Paralegal Studies
Kaplan University Online
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