Kiwa Weston
Greenville
Summary
Professional with substantial experience in contact center operations, poised to drive team performance and enhance customer satisfaction. Expertise in managing teams, optimizing workflows, and implementing strategic initiatives to improve efficiency. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic environments. Skilled in conflict resolution, performance monitoring, and process improvement to consistently achieve targets and elevate service standards.
Overview
9
9
years of professional experience
Work History
Contact Center Supervisor
Modivcare
Greenville, SC
10.2021 - Current
- Supervised daily operations, ensuring adherence to service quality standards.
- Trained and mentored staff, enhancing team performance and morale.
- Implemented process improvements, streamlining workflows for increased efficiency.
- Analyzed call metrics to identify trends, informing operational adjustments.
- Resolved escalated customer issues, maintaining high satisfaction levels.
- Collaborated with management to establish strategic goals and performance metrics.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Championed employee recognition programs, boosting morale and increasing overall job satisfaction within the contact center team.
Contact Center Team Leader
Modivcare
Greenville, SC
03.2019 - 10.2021
- Led team in delivering exceptional customer service, enhancing client satisfaction and loyalty.
- Streamlined call handling processes, resulting in improved response times and operational efficiency.
- Mentored team members on best practices for conflict resolution and effective communication techniques.
- Analyzed performance metrics to identify areas for improvement and implement strategic training programs.
- Implemented quality assurance measures that elevated service standards across all customer interactions.
- Boosted team morale and productivity with motivational techniques and clear communication of expectations.
- Enhanced customer satisfaction by implementing effective coaching strategies for team members.
- Reduced employee turnover by creating a supportive work environment that fostered professional growth and development.
- Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
- Improved team performance by conducting regular training sessions and sharing industry best practices.
- Trained team members on performance metrics and consumer behavior identification.
Contact Center Representative
Modivcare
Greenville, SC
08.2017 - 03.2019
- Managed high-volume of inbound and outbound calls, assisting customers with inquiries and service requests
- Resolved customer complaints efficiently, improving satisfaction and retention
- Accurately documented interactions in CRM systems
- Scheduled appointments and coordinated services as needed
- Maintained professionalism and empathy when handling sensitive situations maintaining professionalism and composure under pressure.
- Managed a high volume of inbound and outbound calls, assisting customers with inquiries and service requests
- Resolved customer complaints efficiently, improving satisfaction and retention
- Accurately documented interactions in CRM systems
- Scheduled trips and coordinated services as needed
- Maintained professionalism and empathy when handling sensitive situations
- Maintained strict HIPAA compliance when handling members records and sensitive information
Education
Associate of Science - Administrative Assistant
Greenville Technical College
Greenville, SC 06-2017
Skills
- Effective coaching
- Call monitoring
- Workforce management
- Compliance
- Ability to lead a team;
- Ability to coach and Develop others;
- Proficient in Microsoft Office;
- Public Relations and Customer Service
- Report writing
- Attention to detail
- Timekeeping
- Coaching and mentoring
Timeline
Contact Center Supervisor
Modivcare
10.2021 - Current
Contact Center Team Leader
Modivcare
03.2019 - 10.2021
Contact Center Representative
Modivcare
08.2017 - 03.2019
Associate of Science - Administrative Assistant
Greenville Technical College