Kalifa Scaggs
Conyers,GA
Summary
Seasoned supervisor in office and administrative support with a solid background in overseeing daily operations and enhancing workflow efficiency. Skilled in team leadership, process optimization, and conflict resolution, ensuring smooth operational flow and staff productivity. Demonstrated ability to implement effective policies that significantly improve organizational procedures. Committed to fostering professional growth within teams while maintaining high levels of accuracy and compliance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Raise Marketplace
Chicago , IL
11.2023 - Current
- Extract, Clean, and Analyze data to create compelling visuals for executive leadership.
- Collaborate and facilitate meetings with key business stakeholders
- Performed daily audits of operational processes in order to identify potential risks or areas of improvement.
- Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
- Developed and implemented standard operating procedures to ensure efficient workflow.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Prepared reports on operational performance metrics and presented them to management team.
- Trained new employees on proper job functions and company policies and procedures.
- Mentored and motivated employees to maximize team productivity.
Team Leader - CRM Operations
Raise Marketplace
Chicago , IL
07.2019 - 11.2023
- Established daily benchmarks ensuring the team's success
- Monitored daily workflow of the CRM operations team, identified areas for improvement and took corrective action as needed.
- Established KPIs for measuring the performance of the operations team and monitored progress against them regularly.
- Created reports on operational performance metrics and presented them in management meetings.
- Resolved customer complaints promptly by providing appropriate solutions or escalations as required.
- Assigned tasks to individual team members based on their skill sets and workloads.
- Trained new employees on how to use the CRM system effectively.
- Recruited, interviewed, hired, evaluated, disciplined and terminated personnel when necessary.
- Implemented processes for monitoring customer feedback in order to improve services provided by the organization.
- Answered customer queries and handled complaints.
- Prepared new ideas, proposals and testing strategies to promote company productivity.
- Coordinated cross-functional teams to ensure seamless execution of CRM strategies.
- Managed customer feedback channels, ensuring timely responses and resolutions to enhance customer satisfaction.
Customer Service Representative
Raise Marketplace
Chicago , IL
11.2018 - 07.2019
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Salesperson
Pros2Go
Miami , FL
10.2017 - 12.2018
- Gathered data on competitors' pricing, products, and promotional activities.
- Generated new business opportunities through cold calling.
- Set up meetings with potential clients and listened to their wishes and concerns.
Retail Sales Associate
Ross Dress for Less
Chicago , IL
08.2018 - 11.2018
- Assisted customers with finding the right product for their needs.
- Demonstrated knowledge of store products and services.
- Stocked shelves with merchandise according to company standards.
- Organized displays to attract customers and promote sales.
- Adhered to all safety regulations when handling hazardous materials or working with heavy equipment.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
Education
High School Diploma -
Bronzeville Scholastic Institute
Chicago, IL06-2017
Some College (No Degree) - Business Administration And Management
Barry University
Miami, FLSkills
- Business Needs Analysis
- Data Formatting / Validation
- Project Management
- Performance Monitoring
- Quality Assurance
- Team Training
- AI Integration
- Zendesk / Salesforce
Certification
Fred Pryor Seminars - Pryor Learning
- How To Supervise Bad Attitudes and Negative Behaviors
- Management & Leadership Skills for Mangers & Supervisors
Accomplishments
Award / Honors - Company acknowledge for hard work ethic and best business producing results
References
Name: Richard Nguyen
P: 773-980-3514
Email: Richie.Nguyen@raise.com
Company: Raise Marketplace
Name: Matthew Young
P: 708-205-1530
Company: Raise Marketplace
Timeline
Operations Supervisor
Raise Marketplace
11.2023 - Current
Team Leader - CRM Operations
Raise Marketplace
07.2019 - 11.2023
Customer Service Representative
Raise Marketplace
11.2018 - 07.2019
Retail Sales Associate
Ross Dress for Less
08.2018 - 11.2018
Salesperson
Pros2Go
10.2017 - 12.2018
Fred Pryor Seminars - Pryor Learning
- How To Supervise Bad Attitudes and Negative Behaviors
- Management & Leadership Skills for Mangers & Supervisors
High School Diploma -
Bronzeville Scholastic Institute
Some College (No Degree) - Business Administration And Management
Barry University
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