Jamaica Hotep
Burleson,TX
Overview
17
17
years of professional experience
Work History
Contact Center Supervisor
COOP Solutions
02.2016 - Current
- Directly supervise a team of 20-25 call center agents
- Hires, develops, coaches, train employees, and reviews and documents employee performance and attendance to maintain productivity levels and increase department effectiveness
- Mentors Contact Center team and conducts individual weekly performance meetings to discuss performance results and identify where additional coaching may be needed
- Extensive knowledge of cardholder dispute intake and processing
- Manage overnight operations, including monitoring Service Levels and Call Volume – taking appropriate steps to ensure contact center goals are being met
- Resolve customer and employee questions, issues, and complaints
- Perform administrative duties and HR tasks
- Ensures that employees are engaged and find ways to boost team morale
- Manage the testing and implementation of various projects to streamline processes
- Drive customer satisfaction by leveraging call center KPI’s to increase the overall customer experience
- Participate in the creation of annual performance goal setting and accountability to meet established standards
- Work with contact center leadership and HR to determine appropriate level of corrective action.
Contact Center Lead Agent
COOP Solutions
03.2014 - 02.2016
- Investigate and resolve complex member issues
- Make recommendations of process improvements
- Assist agents on calls to ensure best practice delivery of service
- Correspond with internal departments and implement an appropriate response or action
- Handle and document escalated calls as necessary
- Provide coaching and guidance to agents for best call resolution.
Contact Center Agent
COOP Solutions
10.2012 - 03.2014
- Take incoming calls from members while navigating multiple tools and resources to address inquiries
- Maintain high level of service with members and meet performance KPI’s
- Promote and maintain a positive, professional image.
Shift Manager
Pizza Hut
01.2008 - 08.2012
- Consistently provided professional, friendly, and engaging service
- Skillfully promoted items on beverage lists and restaurant specials
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
- Resolve customer issues.
Education
High School Diploma -
Duncanville High School
Duncanville, TX06.2008
Skills
- Quick learner
- Interpersonal skills
- Problem-solving skills
- Leadership skills
- Calabrio
- Finesse/Cisco
- Relationship building
- People management
- Microsoft office (Word, Excel, Powerpoint)
- Basic computer skills
- Coaching and development
- Workday
- Project Management
- Lean Six Sigma Yellow Belt
Timeline
Contact Center Supervisor
COOP Solutions
02.2016 - Current
Contact Center Lead Agent
COOP Solutions
03.2014 - 02.2016
Contact Center Agent
COOP Solutions
10.2012 - 03.2014
Shift Manager
Pizza Hut
01.2008 - 08.2012
High School Diploma -
Duncanville High School