Laketta Block
Sacramento,CA
Summary
Customer service professional equipped to drive team success and operational efficiency. Proven track record in overseeing customer interactions and implementing best practices to maintain high service standards. Focused on fostering team collaboration and adapting to evolving client needs, with expertise in conflict resolution and performance management.
Overview
14
14
years of professional experience
Work History
Call Center Supervisor
Transportation Corridor Agency
08.2020 - Current
- Supervised 20 Customer service representatives in providing excellent customer service to callers requiring assistance for Tolls and Account issues.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Fostered positive work environment, reducing staff turnover by focusing on team-building activities and open communication.
- Improved call resolution efficiency by analyzing call patterns and adjusting resource deployment accordingly.
- Excellent communication skills, both verbal and written.
Call Center Supervisor
Faneuil Covered CA
05.2020 - 08.2020
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Gathered, organized and input information into digital database.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Have valuable experience in handling difficult situations! De-escalating calls effectively, by Actively listening to the customer and showing empathy
Lead
Faneuil - Covered California
04.2020 - 05.2020
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
- Skilled at working independently and collaboratively in a team environment.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
Customer Service Representative
Faneuil - Covered California
10.2019 - 04.2020
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
CSR /Manager in Training/ Teller
Cash 1
03.2018 - 10.2019
- Reinforced customer trust by providing accurate account information and transaction confirmations.
- Enhanced team knowledge by sharing best practices in cash handling and customer service.
- Assisted customers in understanding banking products, leading to increased uptake of services.
- Learned and adapted quickly to new technology and software applications.
Assistant Manager
Taco Bell
06.2016 - 03.2018
- Generated repeat business through exceptional customer service.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Excellent communication skills, both verbal and written.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Restaurant General Manager
Taco Bell
12.2013 - 06.2016
- Carefully interviewed, selected, trained, and supervised staff.
- Enhanced customer satisfaction through consistent delivery of high-quality food and service.
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Identified problems, conducted troubleshooting and sought repair or maintenance support to keep restaurant equipment operational.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
- Developed and maintained a strong team of motivated staff by providing ongoing training and development opportunities.
Shift Leader
Taco Bell
12.2012 - 12.2013
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Restaurant Team Member / Team Trainer
Taco Bell
12.2010 - 12.2012
- Enhanced customer satisfaction by providing efficient and friendly service during busy meal times.
- Utilized strong communication skills when interacting with guests, coworkers, and management to create a welcoming atmosphere for all parties involved.
- Displayed excellent teamwork skills while working alongside fellow team members in a fast-paced environment.
- Greeted customers and answered inquiries regarding menu items and specials.
- Trained new employees by demonstrating tasks and coaching during daily activities.
Education
High School Diploma -
Visions in Education
Sacramento, CA06-2007
Skills
- Quality Assurance
- Staff Motivation
- Customer service focus
- Timekeeping abilities
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Reliability
- Excellent Communication
- Active Listening
- Adaptability and Flexibility
- Decision-Making
- Self Motivation
- Goal Setting
Timeline
Call Center Supervisor
Transportation Corridor Agency
08.2020 - Current
Call Center Supervisor
Faneuil Covered CA
05.2020 - 08.2020
Lead
Faneuil - Covered California
04.2020 - 05.2020
Customer Service Representative
Faneuil - Covered California
10.2019 - 04.2020
CSR /Manager in Training/ Teller
Cash 1
03.2018 - 10.2019
Assistant Manager
Taco Bell
06.2016 - 03.2018
Restaurant General Manager
Taco Bell
12.2013 - 06.2016
Shift Leader
Taco Bell
12.2012 - 12.2013
Restaurant Team Member / Team Trainer
Taco Bell
12.2010 - 12.2012
High School Diploma -
Visions in Education
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