James Burgess
Auburndale,FL
Summary
Dynamic Call Center Supervisor with a proven track record at Results Companies, excelling in team supervision and performance metrics. Expert in training and coaching, I foster a collaborative environment that enhances team morale and drives quality service. Adept at issue resolution, I consistently achieve high customer satisfaction levels.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Call Center Supervisor
Results Companies
Lakeland, FL
03.2018 - 04.2025
- Supervised daily operations ensuring adherence to company policies and procedures.
- Monitored performance metrics to identify areas for improvement among staff members.
- Facilitated regular team meetings to discuss goals, challenges, and solutions collaboratively.
- Championed initiatives promoting a positive work environment and team morale consistently.
- Monitored calls for quality assurance purposes.
- Provided guidance, training, coaching and mentoring to call center team members.
Call Center Representative
SYKES
Lakeland, Florida
10.2012 - 02.2018
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Navigated through computer systems to review information and respond appropriately to callers.
Education
High School Diploma -
Winter Haven Senior High
Winter Haven, FL05-1981
Skills
- Call monitoring
- Training and coaching
- Performance metrics
- Customer relationship management
- Team supervision
- Issue resolution
Certification
- Licensed Health Insurance Agent.
Accomplishments
- Received RAVE award for outstanding assistance to agents.
- Led our TTY/ LEP test team during CMS test season.
Timeline
Call Center Supervisor
Results Companies
03.2018 - 04.2025
Call Center Representative
SYKES
10.2012 - 02.2018
High School Diploma -
Winter Haven Senior High
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