Herbert Edney
Augusta,GA
Summary
Experienced and results driven contact center supervisor with a track record of exceeding goals in multiple KPI's. Recognized for high team engagement while using relationships to keep teams motivated and exceed expectations.
Overview
17
17
years of professional experience
Work History
Coaching Supervisor
Bread Financial
Remote, GA
03.2023 - Current
- Directed a team of up to 20 Customer Care associates remotely.
- Provided feedback and collaborated with associates to improve overall performance though 1 x 1 coaching.
- Led monthly team meetings.
- Delivered corrective action when necessary for performance or conduct.
- Led a team consistently ranked in the top 25 out of 50 teams in Customer Care.
- Recognized for high participation rates in associate engagement surveys and positive feedback for my leadership.
- Implemented a project to assist my peers in recognizing behavior trends in call quality scores.
- Sat on two committees to encourage and facilitate virtual engagement by associates.
Supervisor
Maximus
02.2021 - Current
- Developed direct reports with feedback, 1 on 1 coaching and creating action plans to improve performance.
- Managed up to 15 direct reports including team leads.
- Monitored calls for quality, providing coaching and feedback
- Exceeded goals in multiple KPI's including quality, voice of the customer, resolution time, schedule adherence, and one call resolution.
- Awarded as top performing team out of 32 teams.
- Recognized for maintaining high team morale based on team feedback.
- Acted as point of contact in manager's absence.
Supervisor
Sitel
Augusta, GA
04.2016 - 02.2021
- Managed teams on multiple campaigns including Cox Communications, Costco Wholesale and Progressive Insurance.
- Worked with agents to review performance, set goals and create a plan to reach them.
- Provided feedback based on quality observations.
- Team awarded for highest one call resolution 3 consecutive months on Progress Insurance.
- Chosen to lead a specialized team for low performing agents for Cox Communications.
- Chosen to facilitate quality calibrations for supervisors on Costco Wholesale.
Supervisor
T-Mobile
Augusta, GA
10.2007 - 04.2016
- Promoted from CSR to Senior Representative in 2010.
- Promoted to Supervisor in 2012.
- Monitored interactions and coached to observed behaviors.
- Created performance improvement plans.
- Teams exceeded goals for sales metrics.
- Built relationships to motivate teams and drive performance.
- Conducted weekly 1 on 1's and follow ups.
Education
Associate of Arts -
University of Phoenix
Tempe, AZSkills
- Team Management
- Coaching and development
- Communication
- Goal-Oriented
- Expectation setting
- Virtual engagement
- Relationship Building
- Identifying behavior trends
- Creating action plans
Timeline
Coaching Supervisor
Bread Financial
03.2023 - Current
Supervisor
Maximus
02.2021 - Current
Supervisor
Sitel
04.2016 - 02.2021
Supervisor
T-Mobile
10.2007 - 04.2016
Associate of Arts -
University of Phoenix
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