Lacey Crisp

Supervisor (April 2024 - Current)

• Oversee and support a team of 47 sales support specialists and leads by providing leadership, guidance and direction to ensure operational efficiency and team success.
• Monitor live calls and key performance indicators (KPIs) such as transfer rate, ineligible transfer rate, after-call work time, quality assurance averages and break adherence, ensuring alignment with organizational objectives.
• Conduct coaching sessions and provide performance feedback to drive individual and team improvements.
• Delivered disciplinary action with empathy and encouragement.
• Manage call center shift scheduling, attendance and time off requests.
• Interviewed, selected and promoted a new team lead from within the department.
• Partnered cross-functionally to make enhancements to the presentation and flow within the CRM.
• Built two key tools to maximize accuracy and minimize time: 1) a standardized set of content blocks for the creation of performance related disciplinary action write-ups; and 2) a spreadsheet based tracking system for real time access to each team member's disciplinary action status and dates.

Team Lead (September 2023 – April 2024)

• Responded to team support questions quickly to maintain call center efficiency.
• Monitored team performance metrics and collaborated with management to implement improvement strategies.
• Provided performance feedback and coaching.
• Assisted with training and role-playing exercises for new hire classes, ensuring successful onboarding.
• Targeted mentoring resulted in significant behavior improvements and retention of several at-risk employees.

Sales Support Specialist (June 2023 – September 2023)

• Engaged potential clients through inbound calls to generate leads and set appointments for the licensed health insurance agents.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Provided feedback to management on customer responses.
• Demonstrated exceptional performance, leading to promotion to Team Lead.

• Supported individuals with filing and managing unemployment insurance claims for the state of Tennessee through inbound and outbound calls.
• Documented and detailed calls and complaints using call center's CRM database, handling an average of 50-100 daily, with volume varying based on the complexity and nature of customer inquiries.
• Document review and identification verification.
• Investigated and resolved customer inquiries and complaints quickly.
• De-escalated upset customers by actively listening to concerns, demonstrating empathy and providing timely solutions.
• Maintained professionalism and composure under pressure.

• Scheduled life sustaining medication refill shipment requests for home delivery through inbound calls, handling an average of 75 per day.
• Helped patients obtain financial assistance through various programs and manufacturers.
• Maintained patient profiles, updating organizational database with current information.

• Supported individuals with filing and managing their unemployment claims through the North Carolina Division of Employment Services through inbound calls.
• Documented and detailed calls and complaints using call center's CRM database, handling an average of 50-100 daily, with volume varying based on the complexity and nature of customer inquiries.
• Investigated and resolved customer inquiries and complaints quickly.
• De-escalated upset customers by actively listening to concerns, demonstrating empathy and providing timely solutions.
• Maintained professionalism and composure under pressure.