Karen Spurlock-Morrison
Killeen,TX
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
7
7
years of professional experience
Work History
Call Center Supervisor
Teleperformance USA
05.2017 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Education
Bachelor of Science - Health Administration
Vista College
Richardson, TX06.2019
Associate of Applied Science - Medical Insurance Billing And Coding
Vista College
Richardson, TX06.2017
Skills
- Call Monitoring
- Coaching and Mentoring
- Staff Motivation
- Employee Coaching
Timeline
Call Center Supervisor
Teleperformance USA
05.2017 - Current
Bachelor of Science - Health Administration
Vista College
Associate of Applied Science - Medical Insurance Billing And Coding
Vista College
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