LaCreasha Simmons
Customer Service
Fort Worth,TX
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
10
10
years of professional experience
Work History
Team Lead -MMDOL
BC FORWARD For ACCENTURE
Indianapolis, IN
11.2021 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Supervised 25-30 Agents in providing excellent customer service to claimants requiring assistance for Un Employment Benefits and claim issues.
- Collaborated training to maintain Quality Process and Customer Service product support and initiatives.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Developed process controls and metrics for daily management of call center.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Determined quality assurance benchmarks and set standards for improvement.
- Established relationships and touch points with clients to promote retention.
Supervisor
SPH Analytics
Fort Worth, TX
10.2015 - 06.2020
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Supervised 25-50 Agents in providing excellent customer service to Respondents requiring assistance.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Collaborated with training team to maintain Productivity, QA Quality, and Call Management to support initiatives.
- Developed process controls and metrics for daily management of call center.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Trained team members on performance metrics and consumer behavior identification.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- 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.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics and customer service metrics.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Established relationships and touch points with clients to promote retention.
Education
Associate of Arts - Early Childhood Education
Childcare Associates
Fort Worth, TX10.2013
Skills
- Production monitoring
- Workplace safety
- Equipment Maintenance
- Performance improvement
- Employee Evaluation
- Quality control
- Knowledgeable in SNOW, Beacon, and AWS
- Staff education and training
- Client Service
- Daily workflow improvement
- Technical Support
- Complaint resolution
Timeline
Team Lead -MMDOL
BC FORWARD For ACCENTURE
11.2021 - Current
Supervisor
SPH Analytics
10.2015 - 06.2020
Associate of Arts - Early Childhood Education
Childcare Associates