Summary
Overview
Work History
Education
Skills
Timeline
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Katrina Turner

Call Center Manager
Concord,NC

Summary

Seasoned leader with a proven track record at Wells Fargo, NA, adept in recruitment and hiring, and excelling in team leadership. Spearheaded initiatives that significantly enhanced team productivity and customer satisfaction. Expert in coaching and mentoring, with a knack for fostering high-performing teams. Achieved notable improvements in operational efficiency and employee performance evaluation.

Overview

12
12
years of professional experience

Work History

Concierge Manager

Queen City Elite
Charlotte, NC
10.2022 - Current
  • Provided training and orientation sessions to new staff members on concierge policies and procedures.
  • Implemented best practices in response handling techniques for maximum customer satisfaction.
  • Created detailed reports on employee performance, customer feedback, operational costs. for management review.
  • Conducted regular meetings with employees to discuss departmental goals, objectives, and performance metrics.
  • Participated in the recruitment process by interviewing potential candidates for vacant positions within the team.
  • Resolved customer complaints in a professional manner.

Inside Sales Supervisor

United Rentals
Charlotte, NC
06.2022 - Current
  • Managed a team of 10 inside sales representatives to ensure customer satisfaction and meet sales goals.
  • Analyzed performance metrics to improve productivity, solve problems and create opportunities to enhance operational success.
  • Created incentives programs to motivate employees in achieving their individual targets.
  • Analyzed daily, weekly, monthly reports to track performance metrics such as revenue, conversion rate, call volume.
  • Conducted regular meetings with the inside sales team to review goals and objectives.
  • Resolved escalated customer complaints in a timely manner while maintaining high levels of professionalism.
  • Monitored employee productivity and motivated team to meet daily goals.

Call Center Supervisor

Spectrum
Charlotte, NC
12.2021 - 06.2022
  • Recruited and trained new employees to meet job requirements.
  • Developed and monitored key performance indicators to assess team productivity.
  • Managed escalated customer complaints, ensuring timely and effective resolution.
  • Motivated sales professionals by delivering positive reinforcement and constructive feedback.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Provided guidance, training, coaching and mentoring to call center team members.

Customer Success Manager

Wells Fargo, NA
Charlotte, NC
06.2013 - 06.2022
  • Managed team of XX employees, ensuring high productivity and quality standards were met.
  • Monitored employee attendance, addressing any punctuality or absenteeism issues.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Facilitated training sessions for new employees on company policies and procedures.
  • Implementing effective strategies for resolving conflicts between staff members quickly and professionally.
  • Managing risk through proper identification, assessment, monitoring and control activities.
  • Managed relationships with tax authorities, bankers and auditors.
  • Coordinating with other departments within the bank to ensure seamless operations.

Education

High School Diploma -

Winterstein
Sacramento, CA
06-1986

Skills

  • Recruitment and hiring
  • Goal setting
  • Team leadership
  • Coaching and mentoring
  • Verbal and written communication
  • Team development
  • Performance evaluation
  • Customer service

Timeline

Concierge Manager

Queen City Elite
10.2022 - Current

Inside Sales Supervisor

United Rentals
06.2022 - Current

Call Center Supervisor

Spectrum
12.2021 - 06.2022

Customer Success Manager

Wells Fargo, NA
06.2013 - 06.2022

High School Diploma -

Winterstein

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Katrina TurnerCall Center Manager