Helen Holton-Williams
Dundee,FL
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Hardworking and passionate job seeker with strong organizational skills eager to secure a position. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
Work History
Customer Service Call Center Supervisor
Foundever
03.2008 - 01.2024
- Improved customer satisfaction by implementing new call center strategies and streamlining processes.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Developed comprehensive training materials for new hires, ensuring a smooth onboarding process.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Implemented quality assurance measures, leading to an increase in first-call resolution rates and overall customer satisfaction scores.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Kept high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Education
High School Diploma -
Haines City Senior High School
Haines City, FL06.1988
Skills
- Feedback Delivery
- Goal Setting
- Performance Management
- Policy Enforcement
- Escalation Handling
- Workforce Planning
- Quality Assurance
- Customer Retention
- Time Management
- Active Listening
- Call Monitoring
- Conflict Resolution
- Training and Development
- Team Leadership
- Employee Supervision
- Staff Management
- Customer Service Management
- Customer Service
- Handling Complaints
- Relationship Building
- Microsoft Office
- Operations Management
- Multitasking and Organization
- New Hire Orientation
- Coaching and Mentoring
- AWS software
- IEX System
- MARX System
Timeline
Customer Service Call Center Supervisor
Foundever
03.2008 - 01.2024
High School Diploma -
Haines City Senior High School
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