Kimberley Duffie
May,TX
Summary
Well-organized Call Center Supervisor bringing over 20 years managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management.
Overview
20
20
years of professional experience
Work History
Call Center Supervisor
Modivcare
Austin, TX
08.2018 - Current
- Overseeing 25 -30 agents and up to 4 leads
- Taking on escalated member issues and seeing it through to completion.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
Reporting Specialist
Modivcare
Austin, TX
02.2018 - 08.2018
- Reporting daily/monthly call center stats to the State.
- Reporting monthly/weekly/quarterly transportation provider stats.
- Compiled statistics from Qlik, CMS, Calabrio such as call center stats, agent performance metrics, quality-control
- Computed and analyzed data using statistical formulas and Excel spreadsheets and calculators.
- Analyzed call center data and wrote reports for leadership teams.
Customer Solutions Manager on Duty
Sears Holdings
09.2009 - 05.2017
- Oversaw addressing of customer requests for friendly, knowledgeable service and support.
- Drove customer escalations to resolution by engaging directly with clients and business partners.
- Revised department schedules to maximize coverage during peak hours.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Prepared weekly reports to identify and manage agent metrics and trends.
Education
Some College (No Degree) - Law Enforcement Investigation And Interviewing
Tarelton State College
Stephenville, TX06-1995
High School Diploma -
Zephyr High School
Zephyr, TX05.1991
Skills
- Quality control optimization
- Reporting skills
- Training delivery
- Microsoft Office expertise
- Project planning and coordination
- Scheduling and calendar management
- Workflow planning
- Staff Management
- Performance improvements
- Employee engagement
Timeline
Call Center Supervisor
Modivcare
08.2018 - Current
Reporting Specialist
Modivcare
02.2018 - 08.2018
Customer Solutions Manager on Duty
Sears Holdings
09.2009 - 05.2017
Some College (No Degree) - Law Enforcement Investigation And Interviewing
Tarelton State College
High School Diploma -
Zephyr High School
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