Joewanda Parks
Hattiesburg,MS
Summary
Experienced support service 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.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Temp Call Center Supervisor
Totalmed Staffing
01.2023 - 03.2023
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Established and oversaw performance targets for call center associates.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Implemented innovative service strategies to improve customer experience and engagement.
- Assist callers via phone, email and chat support
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Call Center Supervisor
Savilinx
08.2017 - 11.2022
- Trained team members on performance metrics and consumer behavior identification.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Determined quality assurance benchmarks and set standards for improvement.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- supervised staff of up to 35 agents
HR Assistant
Aston Carter
01.2020 - 04.2022
- Updated Human Resources Information System (HRIS) database, maintained data accuracy and assisted with system changes.
- Coordinated itineraries and scheduled appointments for human resources staff.
- Administered compensation, benefits, and performance management systems at direction of supervisor.
- Answered and redirected incoming phone calls for office.
- Organized new employee orientation schedules for new hires.
- Processed employee termination paperwork at direction of supervisory staff.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
Chat Team Leader
Kelly Services
08.2019 - 08.2020
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Cross-trained and provided backup support for organizational leadership.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Associate of Science - Health Information Science
Columbia Southern University
Orange Beach, AL03.2014
High School Diploma -
New Summith HS
Jackson, MS10.2007
Skills
- Technical Support
- Project Planning
- Document Management
- Quality Assurance
- Documentation Expertise
- Customer Needs Assessments
- Employee Engagement
- Verbal, written, phone & computer skills
- Call Center Strategy
- Keyboard Entry
- Guest Services
- Team Coaching
- Schedule Coordination
- Customer Loyalty
- Corrective Actions
- Customer Feedback
Certification
- CNP - Certified Notary Public October 2022-2026
Timeline
Temp Call Center Supervisor
Totalmed Staffing
01.2023 - 03.2023
HR Assistant
Aston Carter
01.2020 - 04.2022
Chat Team Leader
Kelly Services
08.2019 - 08.2020
Call Center Supervisor
Savilinx
08.2017 - 11.2022
Associate of Science - Health Information Science
Columbia Southern University
High School Diploma -
New Summith HS
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