KAMORY BEALE
Raleigh,NC
Summary
Experienced Customer Service Supervisor bringing 10+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.
Overview
11
11
years of professional experience
Work History
Customer Care Supervisor
Dominion Energy
04.2022 - 01.2024
- Managed 25 -30 call center agents who answered inbound calls from Dominion Energy customers.
- Reduced employee turnover by implementing targeted training programs and performance evaluations.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Achieved high customer retention rates through consistent follow-up and proactive communication.
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Evaluated interactions between associates and customers to assess personnel performance.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Team lead
Spectrum
12.2018 - 02.2022
- Effectively providing excellent customer support to customers while upselling products
- Including but limited to billing, payments, selling, scheduling/ adjusting appointments, generating work orders, technical support, equipment inquiry and etc
- Seamlessly building rapport utilizing strong communication skills with customers while navigating and operating billing systems
- Following a call flow process and perfecting the top down sales approach
- Meeting and exceeding sales and floor target goals
- Train new customer service team members
- Resolve escalated customer issues
- Assist team with complex questions and concerns.
Medical Telecommunications Specialist
UNC HealthCare
10.2017 - 12.2018
- Answers and completes incoming calls
- Directs calls to individuals or departments in accordance with established procedures
- For emergency situations, initiates procedures, notifies the appropriate response teams and follows-up to ensure appropriate responses
- Maintains and updates information database and a variety of statistical reports reflecting the number of calls received, call distribution, and client data
- Provides general information and assistance to callers regarding hospital hours, procedures, or departments.
Insurance Verification Specialist
Rochester General Hospital
06.2016 - 09.2017
- Verifying insurance coverage of each patient
- Handling payments for services not covered by insurance
- Explaining coverages to patients
- Obtaining referrals/Prior authorizations
- Updating patient information
- Data Entry
- Customer Service.
Sales Consultant
Beauty Supply Warehouse
06.2015 - 08.2017
- Efficiently operated the cash register and provided excellent customer service
- Maintained the appearance of the store including the front, back, and stockroom
- Accompanied customer's throughout the store providing assistance.
Customer Care Team Lead
Xerox
05.2015 - 08.2016
- Provided versatile support for customers in all kinds of areas including but not subject to billing, payments, disconnects/cancellations, technical support, equipment inquiry, and etc
- Researched/resolved inquiries and logged customer's information while operating multiple databases
- Continuously met or exceeded company mandated quota for calls answered and number of hours worked per shift
- Assisted the supervisor in keeping the team on track with goals for the month and meeting the call center's core requirement.
Customer Service Rep
Concentrix
05.2014 - 05.2015
- Provided technical support in an inbound call center regarding Apple iPhone
- Gathers Information, research/resolve inquiries and log customer's information
- Communicate appropriate options for resolution in a timely manner
- Inform customers about available services and assess customers needs
- Brainstormed with team to identify strategies for improved efficiency
- Continuously met or exceeded company mandated quota for calls answered and number of hours worked per shift.
Customer Service Rep
Sutherland Global Services
05.2013 - 10.2014
- Answered inbound calls in a call center regarding tax products
- Mastered the ability to de-escalate situations with excellent problem solving skills
- Handled the responsibility of taking payments, solving general issues, and explaining the bills to customers.
Education
Bachelor of Art - Sociology, Health & Society
University at Buffalo, The State University of New York
05.2017
Skills
- Customer Service Supervisor
- Team Management
- Customer Service Management
- Orientation and Training
- Delegation and Supervision
- Staff Mentoring
- Handling Complaints
Timeline
Customer Care Supervisor
Dominion Energy
04.2022 - 01.2024
Customer Service Team lead
Spectrum
12.2018 - 02.2022
Medical Telecommunications Specialist
UNC HealthCare
10.2017 - 12.2018
Insurance Verification Specialist
Rochester General Hospital
06.2016 - 09.2017
Sales Consultant
Beauty Supply Warehouse
06.2015 - 08.2017
Customer Care Team Lead
Xerox
05.2015 - 08.2016
Customer Service Rep
Concentrix
05.2014 - 05.2015
Customer Service Rep
Sutherland Global Services
05.2013 - 10.2014
Bachelor of Art - Sociology, Health & Society
University at Buffalo, The State University of New York
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