Kathy Brown
Call Center Supervisor
Atlanta,Georgia
Summary
Accomplished bilingual supervisor with over seven years of experience in enhancing team performance and customer satisfaction in call center settings. Expert in coaching teams to exceed targets and implement process improvements that significantly boost efficiency and service levels. Skilled in training development, performance monitoring, and cross-department collaboration to achieve business objectives.
Overview
8
8
years of professional experience
1
1
Certificate
Work History
Call Center Supervisor
SCHINDLER- Elevator Corporation
03.2022 - Current
- Led a team of 10-15 Agents, fostering a culture of continuous improvement and exceeding customer satisfaction targets
- Elevated team performance through bi-monthly coaching sessions, focusing on personalized feedback and goal setting
- Partnered with management to establish and achieve realistic KPIs & SLAs, enhancing team accountability and service quality
- Implemented daily performance monitoring and comprehensive reporting, utilizing key metrics to drive team accountability and identify areas for improvement, resulting in a measurable increase in team efficiency and customer satisfaction scores
- Assist, support, and make recommendations to achieve and keep adequate shift requirements and staffing levels and save an average of 10% on OT
- Collaborate closely with leaders from other departments such as sales (National Accounts) and marketing to develop innovative solutions, successfully addressing leadership gaps and optimizing team operations to enhance overall call center performance
- Actively resolved conflicts and facilitated team engagement initiatives, maintaining high morale, and promoting a positive work environment, which contributed to improved team dynamics and retention rates
- Ability to communicate effectively, both verbally and in writing, in English and Spanish
Bilingual Call Center Supervisor
MAXIMUS
04.2021 - 07.2021
- Company Overview: Contract with Center for Disease Control and Prevention CDC
- Oversaw a remote team of 15-30 customer service representatives for the CDC, ensuring adherence to quality standards and operational procedures while addressing and correcting performance issues as needed
- Fostered strong relationships with customers by effectively understanding their needs and providing tailored support, resulting in improved customer satisfaction and loyalty
- Evaluated employee performance and collaborated with Human Resources to recommend appropriate personnel actions, including performance improvement plans and disciplinary measures, ensuring a high-performing team
- Ensured compliance with company Wage & Hour policies, effectively managing non-exempt employee breaks, and maintaining operational integrity within the team
- Approved weekly timesheets for Maximus and Sub-contractors via Fieldglass
- Conducted weekly coaching sessions to identify training needs and development opportunities, enhancing team skills and performance metrics through regular feedback and targeted support
- Contract with Center for Disease Control and Prevention CDC
ARHS Benefit Advisor -Bilingual
AON HEWITT
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
- Leveraged strong written and verbal communication skills to build rapport and effectively engage clients, employing a need-based selling approach to identify and address Medicare prospects’ specific requirements
- Ensured compliant and efficient enrollment of members into Medicare Supplement, prescription drug, vision, and dental plans by meticulously following scripted guidelines and providing accurate information
- Delivered comprehensive guidance to pre-Medicare retirees regarding the Affordable Care Act (ACA) and managed incoming service calls, connecting clients with licensed agents through thorough research
- 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 NEMT and Language Services
04.2019 - 08.2020
- Assisted Workers Comp injured patients translating from (English/Spanish) during their doctor's office visits and physical therapy appointments
- Always making sure both patients and doctors are communicating effectively and efficiently
- 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 II
Tech. Providers (COX- AUTOMOBILE)
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
- Provided exceptional customer service by meeting with clients to collect payments for vehicle redemptions, ensuring compliance with all guidelines and lienholder agreements prior to unit release
- Demonstrated unwavering commitment to safety by adhering to health procedures and modeling best practices, while collaborating with the posting clerk to ensure accurate posting of recon, transportation, and associated vehicle charges
Client Account Specialist- Bilingual Spanish
FIDELITY BANK
03.2017 - 06.2018
- Serviced customers with auto loans payoff quotes, process loan payments over the phone and give customers details about the entire Auto loan package principal balances, daily interest factor rate, APR interest rates, title inquiries, and payment history
- Helped customers with ATM debit card inquires re-status account, help with fraud alerts, re-order ATM debit card, and exception travel alerts, CNP Limits, and Mobile Activation
- Troubleshoot online banking password reset, unlock customers account also aid customers with basic online knowledge of external accounts set up and online amenities
- Functioning as a mediator between branch Managers and teller's problem-solving customers escalate inquiries about their accounts
- Processed ATM debit card claims following bank rules and regulations
Education
B.B.A - Managerial Science
Georgia State University, J. Mack Robinson College of Business
Atlanta, GA01.2015
A.S. - Business Administration
Georgia Perimeter College
Atlanta, GA01.2011
Skills
- Bilingual Communication (English/Spanish)
- Staff Motivation
- Training and Development
- Call Monitoring
- Coaching and Mentoring
- Information tracking
- Microsoft expertise
- Process Optimization
- Analytical Skills
- Customer Service Excellence
- Reliability
- Excellent Communication
- Performance Metrics
- Problem-solving
Certification
- The Power of AI in Talent Acquisition, SHRM, 24-PJ9YR, 01/23
- Bringing Clarity Through a Plain Language, SHRM, 24-YCHKZ, 01/23
- Project Management Fundamentals, 01/24
- High Performance Organization, 01/24
- Introduction to Artificial Intelligence, 01/24
- Fundamentals of Supervision and Management, 09/24
- Introduction to Business Analysis, 09/24
- Life, Accident & Sickness Agent, Current
- Property and Casualty Adjuster, Current
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native language
Spanish
Advanced (C1)
C1
Timeline
Call Center Supervisor
SCHINDLER- Elevator Corporation
03.2022 - Current
Bilingual Call Center Supervisor
MAXIMUS
04.2021 - 07.2021
ARHS Benefit Advisor -Bilingual
AON HEWITT
09.2020 - 12.2020
Spanish Interpreter
Executive Care NEMT and Language Services
04.2019 - 08.2020
Client Service Representative II
Tech. Providers (COX- AUTOMOBILE)
10.2018 - 04.2019
Client Account Specialist- Bilingual Spanish
FIDELITY BANK
03.2017 - 06.2018
- The Power of AI in Talent Acquisition, SHRM, 24-PJ9YR, 01/23
- Bringing Clarity Through a Plain Language, SHRM, 24-YCHKZ, 01/23
- Project Management Fundamentals, 01/24
- High Performance Organization, 01/24
- Introduction to Artificial Intelligence, 01/24
- Fundamentals of Supervision and Management, 09/24
- Introduction to Business Analysis, 09/24
- Life, Accident & Sickness Agent, Current
- Property and Casualty Adjuster, Current
B.B.A - Managerial Science
Georgia State University, J. Mack Robinson College of Business
A.S. - Business Administration
Georgia Perimeter College
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