KRISTIN MOORE
Bradenton,FL
Summary
Results-driven Office Manager with extensive experience in administrative support and operations management. Proven expertise in enhancing workflow efficiency through strategic team leadership and process optimization. Successfully implemented policies that improved organizational procedures, resulting in increased productivity and compliance adherence. Committed to fostering professional development within teams to achieve operational excellence.
Overview
20
20
years of professional experience
Work History
Customer Service Call Center Supervisor
Array Technologies
04.2014 - 10.2024
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members
- Ensuring agents understand and comply with all call center objectives, and policies
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Working with other supervisors and management team members to support agents and maximize customer satisfaction ensuring agents understand and comply with all call center objectives, policies
- Provide support, operational guidance, and direction to Supervisors and Staff to drive objectives and achievement of the planned outcomes
- Build rapport and work cross-departmentally as a Subject Matter Expert and 'trusted advisor' on behalf of the Call Center
- Working cross-functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered
- Understand all organization's products, services, procedures, and guidelines and communicate same to all team members
- Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges at all times
- Redirect problems to the appropriate resource
- Stay current with system information, changes, and updates
- Researching to obtain information useful in addressing customers' issues
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Ongoing coaching and development of call agents
- The ongoing motivation of your team to ensure a positive mindset and customer-focused attitude remains throughout
- Oversee the day-to-day operation of the call centers
- Communicate important messages effectively to ensure that agents are well informed about changes that may impact them
- Perform real-time monitoring of call queues
- Collect and analyze data from call center agents to identify trends
- Using data to identify and handle mishandled accounts
- Identify and monitor trends and risks to the company
- Provide actionable data and feedback
- Identify and address potential customer interaction issues
- Meet and exceed center KPI's
District Manager
Worker's Staffing
Sarasota, FL
03.2008 - 06.2015
- Managed anywhere from 10 to 75 employees on any given day
- Responsible for all aspects of keeping the business running smoothly, conducting safety classes, processing new hire paperwork, scheduling, and selecting employees' job assignments
- General office duties include typing, data entry, payroll, payment posting, collections Accounts payable, and receivable
- Processed payments and set up new client accounts, new business set up, sales, and Customer service
- Maintained an extensive computer network, updated customer files, organized incoming and outgoing mail
- Collections sales and contract processing
- Strong Dispatching and service calls, scheduling
Registered Behavioral Technician
Multilingual Behavior Center
West Palm Beach, FL
02.2005 - 02.2008
- Assisted families with behavior modification plans, implementing personal treatment plans and safety plans for patients
- Serving the mental health needs of children with behavior plans, rewards, and consequences, assisting schools with children who were having breakdowns
- Teach families about medication management for their children
- Weekly and daily visits to children in homes, shelters, and schools
- Focusing on addressing mental health concerns and ways to deal with them
- Recording observations weekly or daily to give to the psychiatrist to help with the treatment plans
- Worked with outside resources to make sure the families' needs were being met
- Assist the family in crisis intervention
- Vital signs and ADL
- Billing and Coding
Education
Bachelor's - Business Administration and Management
Keiser University
Fort Lauderdale, FLSkills
- Customer service
- Customer service documentation
- Teammate mentoring
- Call monitoring
- Policy enforcement
- Escalated customer concerns
- Employee training and orientation
- Escalation handling
- CRM software expertise
- Billing and payment
- CRM software mastery
- Quality control analysis
- Dispatcher coordination
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Customer Service Call Center Supervisor
Array Technologies
04.2014 - 10.2024
District Manager
Worker's Staffing
03.2008 - 06.2015
Registered Behavioral Technician
Multilingual Behavior Center
02.2005 - 02.2008
Bachelor's - Business Administration and Management
Keiser University
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