LaShawnda Hairston
Harrisburg,PA
Summary
Results-driven professional with 10+ years of experience in call center operations, currently serving as Director of Call Center Operations. Proven track record of driving operational excellence, enhancing customer satisfaction, and leading high-performing teams. Skilled in streamlining processes, implementing best practices, and leveraging data-driven strategies for improved efficiency. Experienced in managing large-scale projects, developing staff, and promoting a culture of continuous improvement.
Overview
12
12
years of professional experience
Work History
Director of Call Center Operations
Clark Resources
Harrisburg, PA
09.2013 - Current
- Maintained optimal performance, efficiency and customer satisfaction while managing the team.
- Implemented new CRM systems and call routing technologies, delivering a percentage increase in operational efficiency and a percentage decrease in average handling time.
- Collaborated cross-functionally with HR, IT, and other departments to streamline processes and ensure adherence to company policies and regulations.
- Develop and monitor KPIs and performance metrics, identify improvement areas, coach managers and supervisors to surpass goals.
- Spearheaded talent acquisition, onboarding, and ongoing training programs to develop a high-performing workforce.
- Managed the day-to-day operations of the call center including staffing, scheduling, budgeting, reporting, and process improvement.
Call Center Manager
Clark Resources
Harrisburg, PA
01.2020 - 01.2022
- Hiring, training, and preparing call center representatives to effectively handle customer inquiries, complaints, and service issues.
- Enforcing adherence to call center objectives, performance standards, and policies among agents
- Managed the development of 30 agents by providing valuable feedback, coaching, and mentorship for maintaining a consistent performance.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Built and sustained strong relationships with crucial clients, meeting their needs through exceptional service.
Customer Service Representative
Clark Resources
Harrisburg, PA
01.2013 - 01.2016
- Attained outstanding client satisfaction rating of 98% by efficiently handling complaints and resolving inquiries through effective communication strategies.
- Delivered product information and troubleshooted customer issues via 180 inbound/outbound calls each day
- Recognized as a top performer and promoted to Call Center Manager after consistently exceeding performance expectations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries and provided accurate information regarding products and services.
Education
Major in Human Service -
Harrisburg Area Community College
Harrisburg, PA01.2012
General Studies -
Steelton High Spire High School
Steelton, PA06.2003
Skills
- Operations Management in Call Centers
- Customer Experience Enhancement
- Team Leadership & Development
- Process Improvement
- Budget & Cost Management
- CRM & Call Center Technologies
- Strategic Planning
- Call Center Operations Management
- Customer Service & Satisfaction
- KPI Analysis & Performance Improvement
- Cross-Functional Collaboration
- Training Program Development
References
Available upon request
References
References available upon request.
Timeline
Call Center Manager
Clark Resources
01.2020 - 01.2022
Director of Call Center Operations
Clark Resources
09.2013 - Current
Customer Service Representative
Clark Resources
01.2013 - 01.2016
Major in Human Service -
Harrisburg Area Community College
General Studies -
Steelton High Spire High School
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