Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kimberly Barcak

Hallettsville

Summary

Well-organized call center manager and trainer with BPO experience bringing over 15 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

16
16
years of professional experience

Work History

Call Center Supervisor

Healthhelp/WNS
05.2022 - 03.2023
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer feedback.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.

Call Center Branch Manager/Training Manager

BVSCU
12.2018 - 01.2020
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Established and oversaw performance targets for call center associates.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Call Center Supervisor/Training Facilitator

TDECU
06.2007 - 12.2018
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Supervised 15 employees in providing excellent customer service to callers.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Developed process controls and metrics for daily management of call center.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Prepared agendas and took notes at meetings to archive proceedings.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Developed quality employees within call center to take over leadership positions.

Education

High School Diploma -

Hallettsville High School
Hallettsville, TX
05.2003

Skills

  • Employee Motivation
  • Constructive Feedback
  • Management Training
  • Customer Needs Assessments
  • Project Planning
  • Process Updates

Timeline

Call Center Supervisor

Healthhelp/WNS
05.2022 - 03.2023

Call Center Branch Manager/Training Manager

BVSCU
12.2018 - 01.2020

Call Center Supervisor/Training Facilitator

TDECU
06.2007 - 12.2018

High School Diploma -

Hallettsville High School

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Kimberly Barcak