Kiara Noel-Allen
Richmond,VA
Summary
Call Center Manager with a proven track record in driving productivity and enhancing task efficiency. Expertise in workforce management, customer satisfaction strategies, and process optimization. Strong communication, leadership, and problem-solving skills contribute to improved team performance and exceptional customer service outcomes.
Overview
8
8
years of professional experience
Work History
Call Center Manager
prime employment
Richmond, VA
12.2022 - 12.2024
- Facilitated hiring of new personnel and developed ongoing training initiatives.
- Coached staff on customer service techniques to enhance interaction quality.
- Evaluated systems and technologies in call center for optimal performance.
- Conducted weekly meetings to align staff with performance goals.
- Promptly identified customer needs to ensure effective service delivery.
- Collaborated within teams to boost overall workplace productivity.
Insurance Customer Service Representative Lead
GDiT
Richmond, VA
07.2019 - 01.2023
- Resolved customer inquiries, complaints, and requests regarding insurance policies.
- Managed complex claims and billing disputes effectively and promptly.
- Maintained accurate records of customer interactions and transactions.
- Investigated discrepancies between actual charges and expected premiums.
- Advised clients on suitable coverage options tailored to individual needs.
- Conducted research on policy information to provide informed answers to customer questions.
- Verified accuracy of customer data in the system to ensure quality service.
- Ensured compliance with company guidelines and regulatory standards for customer accounts.
Customer Service Representative
UPS
Richmond, VA
03.2017 - 06.2020
- Delivered exceptional customer service, enhancing customer satisfaction levels consistently.
- Developed strong relationships with customers through tailored assistance and support.
- Identified potential issues swiftly and communicated them to relevant personnel.
- Assisted customers in product selection, ordering, billing, returns, exchanges, and technical support.
- Provided accurate product and service information to customers promptly.
- Maintained comprehensive records of customer interactions for future reference.
- Tracked orders from initiation to delivery, ensuring timely fulfillment of goods or services.
- Resolved complex issues by collaborating with departments for effective solutions.
Skills
- Staff training
- Customer relationship management
- Performance evaluation
- Regulatory compliance
- Data analysis
- Call center technology
- Conflict resolution
- Communication skills
- Leadership skills
- Call center customer service
- Call monitoring
- Hiring oversight
- Timekeeping
- Reporting skills
- Training management
- Computer skills
- Organizational skills
- Attention to detail
- Active listening
Timeline
Call Center Manager
prime employment
12.2022 - 12.2024
Insurance Customer Service Representative Lead
GDiT
07.2019 - 01.2023
Customer Service Representative
UPS
03.2017 - 06.2020
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