- Passionate about balancing physical health with mental and emotional wellness
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- I enjoy cooking for friends and family gatherings
Kathy Brown
Call Center Supervisor
Atlanta,GA
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
6
6
years of professional experience
7
7
Certifications
1
1
Language
Work History
Call Center Supervisor
SCHINDLER Elevator Company
Atlanta, GA
03.2023 - Current
- Led a team of 10-15 Agents, to improve monthly and performance targets, achieving a 25% growth in customer satisfaction ratings
- Improved the call monitoring system, resulting in a 20% increase in quality assurance scores and reducing the average handling time by 15%
- Worked with Management on developing and implementing a robust feedback system that led to a 20% increase in employee retention engagement
- Trained new hires in CRM software, improving first call resolution by 15%
- Conducted weekly performance reviews that bolstered team productivity by 22%
Bilingual Call Center Supervisor
CDC-Center for Decease Control
Atlanta, Georgia
04.2021 - 07.2021
- Monitor and trained 15-30 Agents to achieve a 95% adherence rate to service level agreements
- Facilitated cross-training sessions that improved agent versatility and reduced call waiting adherence by 30%
- Implemented real-time chat support system, cutting response times by 20%
- Ensured compliance with company Wage & Hour policies, effectively managing non-exempt employee breaks, and maintaining operational integrity within the team
ARHS Benefit Advisor-Bilingual
AON-Hewitt
Atlanta, GA
09.2020 - 12.2020
- Translated complex information into accessible language for customers with diverse backgrounds, enhancing understanding and engagement across varying levels of technological proficiency
- Confirmed compliant and efficient enrollment of members into Medicare Supplement, prescription drug, vision, and dental plans by meticulously following scripted guidelines and providing accurate information which increased customer satisfaction and retention by 10%
- Problem solve and manage crisis situations
- Be able to keep the temperature low with irate clients and find a win-win situation for problems
- Demonstrated adaptability by swiftly absorbing the latest information and remaining compliant with CMS regulations and Medicare Marketing Guidelines while fostering an inclusive team environment at all organizational levels
Spanish Interpreter
Executive Care MEMT and Language
Atlanta, Georgia
04.2019 - 08.2020
- Assisted Workers Comp injured patients translating from (English/Spanish) during their doctor's office visits and physical therapy appointments.
- Demonstrate commitment to the Company's Code of Business Conduct and Ethics, and always apply knowledge of compliance policies and procedures, standards, and laws applicable. Always adhere to HIPPA privacy.
- Help patients when filling out doctor's paperwork during appointments by reading and translating medical terminology from (English/Spanish) speaking customers making sure they understand each question and select the correct answers.
Client Service Representative
C0X- Automotive Manheim
Atlanta, Georgia
10.2018 - 04.2019
- Efficiently managed and updated both electronic and physical customer vehicle records daily, utilizing standardized abbreviations to ensure accurate documentation of vehicle location, condition, promotions, and related activities
- Expertly tracked vehicle inventory through advanced Microsoft Excel spreadsheets, optimizing organization and accessibility for seamless operational flow
- Coordinated with the posting clerk to refine the vehicle charge posting process, managing over 200 transactions weekly with a 15% faster turnaround time, enhancing overall efficiency in the customer service workflow
Education
BBA - Business
Georgia State University
Atlanta, GA 05.2015 - 05.2015
A.S. - Business Administration
Georgia Perimeter College
Atlanta, GA 01.2011 - 01.2011
Skills
Leadership
Troubleshooting & Problem Solving
Communication and Writing Skills
Coaching and Mentoring
Training and development
Data Analysis & Decision-Making
Customer service focus
Document management
Employee motivation
Quality assurance
Websites
Certification
Project Management Fundamentals, 01/01/24
Affiliations
- Project Management Institute
- American Marketing Association
- American Society of Safety Professionals
- Society of Human Resource Management
Interests
Timeline
Call Center Supervisor
SCHINDLER Elevator Company
03.2023 - Current
Bilingual Call Center Supervisor
CDC-Center for Decease Control
04.2021 - 07.2021
ARHS Benefit Advisor-Bilingual
AON-Hewitt
09.2020 - 12.2020
Spanish Interpreter
Executive Care MEMT and Language
04.2019 - 08.2020
Client Service Representative
C0X- Automotive Manheim
10.2018 - 04.2019
BBA - Business
Georgia State University
05.2015 - 05.2015
A.S. - Business Administration
Georgia Perimeter College
01.2011 - 01.2011