Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Kandice Smith

Cedar Hill

Summary

Experienced team supervisor and mentor well-versed in reviewing calls and employee performance to devise and implement customized improvement strategies. Gifted in building rapport with callers and trust in team members to promote successful handling of issues.

Overview

5
5
years of professional experience

Work History

Quality Control Supervisor/Trainer

Mint Dentistry
Dallas
10.2024 - 01.2025
  • Monitored live and prerecorded calls to ensure accuracy and quality of customer experience.
  • Evaluated Quality Control personnel, identified training needs, and provided actionable feedback.
  • Promptly identified customer needs to enhance service efficiency.
  • Conducted root cause analysis for non-conformances and communicated findings effectively.
  • Collaborated with management and team members to resolve issues and complaints.
  • Audited production floor, monitored metrics, and ensured compliance with standard work instructions.
  • Implemented continuous improvement initiatives to elevate product quality.
  • Compiled operations data to generate detailed reports for management.

Call Center Operations Supervisor

Mint Dentistry
Dallas
04.2022 - 10.2024
  • Maintained up-to-date records of staff availability, absences, holidays, vacations.
  • Ensured accuracy of payroll information by verifying employee hours worked against timesheets submitted at the end of each pay period.
  • Coordinated scheduling for a team of over 40 employees, ensuring optimal coverage and efficiency.
  • Coordinated with HR to onboard new hires, including scheduling interviews and orientation sessions.
  • Coached team members on metrics and consumer behavior, improving satisfaction ratings.
  • Handled escalated customer service issues to preserve long-term business relationships.
  • Collaborated with management across departments to facilitate effective communication.
  • Motivated sales professionals through positive reinforcement and constructive feedback.
  • Ensured compliance with company policies and regulations in call center operations.
  • Reviewed individual agent performance metrics regularly, identifying opportunities for improvement.
  • Developed incentive programs that enhanced staff motivation and overall team performance.
  • Oversaw daily call center operations, monitoring employee productivity and performance.

Call Center Trainer

Mint Dentistry
Dallas
06.2021 - 04.2022
  • Evaluated training materials and provided actionable suggestions for enhancement.
  • Maintained records of trainee performance throughout program duration.
  • Facilitated role-playing exercises to simulate real-life call center scenarios.
  • Collaborated with department managers to identify necessary updates to training curriculum.
  • Developed comprehensive course materials including job aids, handouts, and online modules.
  • Delivered feedback to supervisors on employee performance after training sessions.

Call Center Scheduling Team Lead

Mint Dentistry
Dallas
06.2020 - 06.2021
  • Supported manager in developing future project plans and objectives.
  • Maintained communication with senior management, reporting team progress and challenges.
  • Provided leadership to team members, ensuring timely completion of high-quality tasks.
  • Coordinated daily operations to ensure adherence to company policies.
  • Resolved customer complaints promptly, maintaining high satisfaction levels.
  • Promoted to leadership position due to strong work ethic and exceptional service.
  • Monitored operations and analyzed metrics to assess company performance.
  • Motivated team members to enhance customer satisfaction and drive retention.

Education

Bachelor of Science - Criminal Justice

Wiley College
Marshall, Tx
05-2013

High School Diploma -

Marshall High School
Marshall, Tx
05-2000

Skills

  • Quality assurance
  • Data analysis
  • Compliance auditing
  • Customer experience
  • Employee training
  • Performance evaluation
  • Time management skills
  • Project management skills
  • Workflow management
  • Employee scheduling
  • Payroll administration
  • Staff supervision
  • Technical support
  • Documentation and reporting
  • Hiring and training
  • Team collaboration and leadership
  • Adaptability
  • Self-motivation
  • Discipline
  • Independence
  • Decision-making
  • Organizational skills
  • Communication skills
  • Remote work tools
  • Teamwork skills
  • Computer skills
  • Scheduling
  • Attention to detail
  • Coordinating daily operations

Accomplishments

Received The People’s Choice Award in 2021 with Mint Dentistry

Leadership Award for Call Center Operations Department in 2024 with Mint Dentistry

Created a classroom setting for training for the Call Center Operations Department

Assisted my director with the launch of adding two departments, Orthodontics and Oral Surgery to the call center.

Received recognition for monitoring, auditing two Call Center Operations, United States and Columbia

References

References available upon request.

Timeline

Quality Control Supervisor/Trainer

Mint Dentistry
10.2024 - 01.2025

Call Center Operations Supervisor

Mint Dentistry
04.2022 - 10.2024

Call Center Trainer

Mint Dentistry
06.2021 - 04.2022

Call Center Scheduling Team Lead

Mint Dentistry
06.2020 - 06.2021

Bachelor of Science - Criminal Justice

Wiley College

High School Diploma -

Marshall High School

Similar Profiles

CREATE PROFILE