Jennifer Faleti
Houston,TX
Summary
Dynamic Contact Center Supervisor with over 10 years of experience leading high-performing customer care teams in fast-paced environments. Proven ability to meet and exceed service level goals while improving customer satisfaction and reducing average handle through targeted coaching. Skilled in performance management, and client relationship building, with a focus on driving continuous improvement and operational excellence. Recognized for fostering team engagement, maintaining strong morale, and ensuring exceptional customer experiences.
Overview
13
13
years of professional experience
Work History
Customer Care Team Manager
Alight
10.2022 - 09.2025
- Directed a remote team of 25 or more Customer Care Representatives (CCRs), consistently achieving SLA targets, while driving continuous service improvements.s.
- Led customer care team to enhance service delivery and improve customer satisfaction.
- Boosted Customer Satisfaction (CSAT) by 4% within a single quarter through quality-focused coaching and targeted feedback.
- Enhanced First Call Resolution (FCR) by 2% through the analysis of repeat caller trends and the implementation of corrective coaching strategies.
- Reduced absenteeism by 1% through positive reinforcement and incentive-based recognition programs to enhance team morale.
- Administered payroll, Paid Time Off (PTO), overtime, and timecard approvals, ensuring compliance and accuracy in all processes.
- Facilitated weekly quality reviews and provided coaching on de-escalation techniques, significantly enhancing consistency and confidence in service delivery.
- Strengthened client partnerships by conducting regular meetings and correspondence, contributing to contract renewals by holding CCRs accountable to SLA and KPI targets.
- Achieved a 2-minute reduction in average handle time by coaching agents on structured call flow, leading to faster resolutions without compromising quality.
Team Manager
Randstad
08.2016 - 09.2022
- Led a team of up to 25 Customer Care Representatives (CCRs) annually, with over 75% successfully converted to full-time employment through effective management strategies.
- Coached agents on call handling, quality standards, and performance improvement using constructive feedback to guide development.
- Conducted over 40 quality call evaluations weekly, ensuring strict compliance with performance standards.
- Reviewed and submitted weekly payroll for processing, ensuring accuracy in financial records.
- Maintained positive relationships with partner clients through effective communication via email, phone, and virtual platforms.
- Facilitated onboarding and orientation for more than 850 new customer service agents, ensuring a smooth transition into their roles.
- Recruited and interviewed candidates through online platforms, facilitating timely staffing for CCR positions.
Call Center Supervisor
Westpark Communications
04.2012 - 01.2016
- Supervised a team of 25 to 30 inbound and outbound agents, ensuring productivity and the achievement of established goals.
- Hired, trained, and coached new agents to enhance performance and meet account standards effectively.
- Prepared staff schedules and approved payroll timesheets to ensure accuracy and timeliness of payments.
- Acquired 13 new outbound accounts within one year through effective training and focused team development initiatives.
- Monitored calls, delivered constructive feedback, and handled escalations to successfully retain client business.
- Facilitated client meetings and team discussions to address policy changes and provide performance updates.
Education
Associate of Arts - Psychology
Houston Community College
Houston01.2013
Skills
- Microsoft Office Suite
- Word
- Excel
- PowerPoint
- OneNote
- Outlook
- Teams
- Lotus Notes
- Siebel
- Agilenet
- Pinnacle
- NICE
- Paycom
- Cognos
- Oracle
- Workday
- CSPro
- Care Portal
- Worklife
- JIRA
- ALIS
- Genesys
- VoIP
- Zoom
- Social Media Platforms
- CRM applications
- Team Leadership
- Coaching & Development
- Client Relationship Management
- SLA / KPI Management
- Quality Assurance
- Workforce Management
- Process Improvement
- Recruiting & Onboarding
- Training & Mentorship
- Strategic Planning
- Supervision
- Service Excellence
- Empathy
- Remote Work Skills
- Team leadership
- Customer service strategy
- Performance coaching
- Quality assurance
- Call monitoring
- Adaptability and flexibility
- KPI tracking
Work Preference
Work Type
Full TimeLocation Preference
RemoteTimeline
Customer Care Team Manager
Alight
10.2022 - 09.2025
Team Manager
Randstad
08.2016 - 09.2022
Call Center Supervisor
Westpark Communications
04.2012 - 01.2016
Associate of Arts - Psychology
Houston Community College