KARON TATE
Plano,TX
Summary
Experienced Call Center Supervisor with 4 years of success in improving customer satisfaction scores and reducing call abandonment rates. Proven record of accomplishment in implementing new training programs, call routing systems, quality assurance programs resulting in increased agent performance and customer retention rates. Skilled in analyzing call center data, developing, implementing policies and procedures, and maintaining strong relationships with key customers and vendors. Versatile call center supervisor successful at mentoring professionals to help them surpass and objectives. Excellent training skills motivate team members and apply data analytics to enhance operations. Brings several years of experience to large-scale call center environment.
Overview
8
8
years of professional experience
Work History
Call Center Supervisor
Globe Life and Accident Insurance Company
McKinney, United States
06.2020 - Current
- Managed a project to implement a new quality assurance program, resulting in a 20% increase in agent performance and a 15% increase in customer satisfaction scores
- Ensure team is meeting metrics and KPI's requirements
- Developed and implemented strategies to reduce call wait times, resulting in a 25% decrease in average call wait times and a 10% increase in customer satisfaction scores
- Resolved customer complaints and escalated issues as needed, resulting in a 20% decrease in customer churn and a 15% increase in customer satisfaction scores
- Providing leadership and direction to 80+ call center representatives ensuring customer satisfaction and goals are achieved
- Performed annual evaluations and reviews for 12+ employees
- Performance tracking
- Payroll preparation and time keeping.
Call Center Team Lead
Globe Life and Accident Insurance Company
McKinney, United States
05.2016 - 06.2020
- Service inbound calls from current policyholders with the intent to cancelling their insurance benefit
- Answer questions regarding coverage, premium and other policy information
- Making outbound calls to existing policyholders collect delinquent premiums payments
- Reselling benefits of policies
- Composing business letters, communicating effectively through written and verbal communication
- Recommended products to customers, thoroughly explaining details
- Responded to team support questions quickly to maintain call center efficiency
- Responded to customer requests for products, services, and company information
- Motivated employees to increase productivity and maximize service quality with hand on leadership style.
Education
High School Diploma -
Mcgehee High School
Mcgehee, AR05-1999
Skills
- Training Management
- Documentation expertise
- Call Monitoring
- Quality Assurance
- Coaching and Mentoring
- Decision-Making
- Strategic Planning
- Employee Motivation
- Proven ability to multi-task
- Quality control optimization
- Problem-solving abilities
- Interpersonal Skills
- Organizational Skills
- Problem-solving aptitude
- Multitasking
- Analytical Skills
- Personnel Management
- Professionalism
- Task Prioritization
- Problem-Solving
- Teamwork and Collaboration
- Goal Setting
- Reliability
- Time management abilities
- Self Motivation
- Attention to Detail
- Adaptability
- Performance Evaluation
- Time Management
- Written Communication
- Performance Management
- Effective Communication
- Interpersonal Communication
Timeline
Call Center Supervisor
Globe Life and Accident Insurance Company
06.2020 - Current
Call Center Team Lead
Globe Life and Accident Insurance Company
05.2016 - 06.2020
High School Diploma -
Mcgehee High School
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