Laronda McGee

Primehealth Medical Center

07.2014 - Current

Responsible for overseeing daily operations, which involved monitoring and enhancing call center performance, designing efficient workflows, and managing a team of representatives
Developed a keen understanding of process optimization and operational efficiency
Acquired valuable skills in operations support, supervising and training, as well as staff management
Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
Maintained accurate records of team metrics and performance data, using insights to drive continuous improvement efforts across the call center operation.
Communicated frequently and openly to motivate team members and drive goal achievement.
Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
Coached and mentored team members for improved performance, resulting in increased call handling efficiency and reduced wait times.
Adapted call center operations in response to evolving business needs, ensuring seamless transitions during periods of change and growth.
Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.

Summary