Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Latei Harrison

Starkville,MS

Summary

Dynamic Call Center Supervisor with a proven track record at AT&T, excelling in quality assurance and coaching. Enhanced team performance through targeted training and effective feedback, achieving high customer satisfaction and first-call resolution rates. Skilled in documentation and motivated staff, fostering a collaborative environment that drives results.

Overview

6
6
years of professional experience

Work History

Call Center Supervisor

AT&T
08.2023 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
  • Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
  • Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.

Customer Service Associate

T-Mobile
06.2019 - 08.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
  • Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers.
  • Trained new associates in company policies and procedures, fostering a supportive work environment.
  • Handled billing and payment issues by following guidelines and resolving disputes.

Call Center Representative

Prestige Stations, Inc.
10.2019 - 08.2021
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Streamlined call flow processes for more efficient response times and increased productivity.

Education

Bachelor - Business

Mississippi State University
Starkville, MS

Murrah High School
05.2019

Skills

  • Quality assurance
  • Call monitoring
  • Coaching and mentoring
  • Staff motivation
  • Document management
  • Employee motivation
  • Schedule coordination
  • Information tracking
  • Customer service focus
  • Training delivery
  • Training management
  • Technical support

Languages

Spanish
Professional Working

Timeline

Call Center Supervisor

AT&T
08.2023 - Current

Call Center Representative

Prestige Stations, Inc.
10.2019 - 08.2021

Customer Service Associate

T-Mobile
06.2019 - 08.2022

Bachelor - Business

Mississippi State University

Murrah High School

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Latei Harrison