Kristin Wells
Strasburg,CO
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.
Overview
10
10
years of professional experience
Work History
Call Center/ Office Manager
Cooper Heating And Cooling
Broomfield, CO
08.2013 - 01.2019
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Conducted performance reviews for [Job title]s to reduce resolution times and improve customer satisfaction ratings.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Directed training and retraining of employees to boost performance and enhance business results.
- Managed payroll data entry and processing for 35 employees to comply with predetermined company guidelines.
- Processed payroll garnishments such as tax liens and child support.
- Submitted [Timeframe] reports on payroll activities.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
Customer Service Manager/ Permits Speciatist
Done Plumbing And Heating
Aurora , CO
03.2009 - 07.2013
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Created customer support strategy to increase customer retention.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts and updated account balances.
Skills
- Inventory Accuracy
- Performance Tracking and Evaluations
- POS Inventory System Operation
- Maintaining Clean Work Areas
- Constructive Feedback
- Scheduling and Coordinating
- Client Satisfaction
- Morale Improvements
- Customer Needs Assessments
- Customer Feedback
- Customer Care
- Vacation and Sick Leave Tracking
- Pay Adjustments
- Intuit QuickBooks
- Payroll Policies and Procedures
- Production Payroll Processing
- Data Imports
Timeline
Call Center/ Office Manager
Cooper Heating And Cooling
08.2013 - 01.2019
Customer Service Manager/ Permits Speciatist
Done Plumbing And Heating
03.2009 - 07.2013