LAUREN ADAMS
Winter Park,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Supervisor, Residential Internet & Phone Repair
Spectrum
10.2020 - Current
- Supervises coaches and develops a team of up to 23 contact center agents and 1 Team Lead, including remote agents.
- Reviews and manages real time adherence to ensure proper contact center coverage and service level expectations.
- Responsible for two 45 minute coaching sessions per agent on the team per month, three sessions per month for agents under 90 days of employment.
- Responsible for scoring 4 QA calls per each agent per month.
- Compiles team meeting topics and facilitates 1 team meeting per week.
- Responsible for attending quality assurance calibration sessions weekly.
- Manages attendance expectations and coaches to upholding the attendance policy on a daily, weekly and monthly basis.
- Required to take a minimum of 30 calls per month on the Agent Assist Line, this may include agent questions or escalated calls. Also responsible to take over escalated calls that go above any Team Lead and research any corporate escalation that may include any agent whom reports to me directly.
- Manages and keeps ongoing communication through Webex Teams with all agents on team with a focus on agents working remotely.
- Oversees any disciplinary actions that may arise due to attendance, policy violation, behaviors, etc. Including verbal and written warnings up to termination of employment.
- Responsible for bi-weekly approval of agents time cards including updates and edits that may need to be made.
- Oversees daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Contact Center Manager
Bed Bath & Beyond
05.2018 - 08.2020
- Managed real time adherence to ensure that associates are adhering to their daily schedules
- Responsible for keeping agents up to date on their current stats/scores.
- Managed and assumed accountability for agent’s attendance, turn-over and motivation.
- Responsible for interviewing and hiring associates for the contact center as well as internal applicants for open positions within the call center
- Responsible for daily, monthly and weekly coaching and development of agents as well as training on new policies and procedures. This includes providing agents with goals to help them meet their overall metrics and performance standards.
- Ensures the quality of customer service by monitoring phone calls, coaching and providing feedback to the agent. Responsible to monitor and score 2 calls per month and have minimum of two coaching sessions with each agent on team.
- Acknowledged performance through recognition which may include team contests or incentives to meet goals and metrics.
- Handled corporate and Better Business Bureau escalated customer issues.
- Responsible for any disciplinary actions that may arise due to attendance, policy violation, behaviors, etc. Including verbal and written warnings up to termination of employment
- Lead by example to foster a sense of professionalism through attitude, dress, attendance/reliability and punctuality.
Contact Center Supervisor
Bed Bath & Beyond
09.2017 - 05.2018
- Supervised a team of up to 20 contact center agents.
- Handled escalated customer calls
- First line of support and assistance for agents on my team and throughout contact center
- Responsible for keeping agents up to date on metrics reporting by proving weekly reports
- Sat side by side with each agent on team to listen and review calls
Senior Customer Success Manager
ActivEngage Inc.
08.2015 - 05.2017
- Responsible for maintaining meaningful partnerships with large, high-priority accounts
- Responsible for new account set-up
- Interviewing, hiring and training of new Customer Success Managers
- Business-to-business sales and solution
- Up-selling additional products and services
- Liaison between multiple internal departments (including but not limited to Sales, Marketing, IT)
- Collaborating with automotive dealerships to promote and strengthen national marketing campaigns
- Responsible for compiling and analyzing monthly data to strengthen account performance and determining any need for additional services
- Account administration and management through SalesForce
- Digital ad design and placement of graphics using proprietary software
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
Customer Success Manager
ActivEngage Inc.
06.2014 - 08.2015
- Responsible for maintaining meaningful partnerships with ongoing and new accounts
- Business-to-business sales and solutions
- Up-selling additional products and services
- Liaison between multiple internal departments (including but not limited to Sales, Marketing, IT)
- Collaborating with automotive dealerships to promote and strengthen national marketing campaigns
- Responsible for compiling and analyzing monthly data to strengthen account performance and determining any need for additional services
- Account administration and management through SalesForce
- Digital ad design and placement using proprietary software
Virtual Sales Associate
ActivEngage Inc.
11.2013 - 06.2014
- Answering and responding to high-volume chat requests
- Answering vehicle and dealership related questions while building customer relations resulting in lead generation
Education
High School Diploma -
Glades Day School
Belle Glade, FL05-2001
Skills
- Tech savvy, with the ability to quickly learn and apply new software applications to the position
- Team collaboration resulting in completing projects in a timely manner
- Coaching and development of contact center agents
- Effective time management through precise scheduling and organization
- Fostering strong relationships with customers and strategic partners
- Handling escalated customer issues by thinking outside the box to come to a resolution
- Data-driven decision making
- Customer advocacy
- Relationship management
- Upselling strategies
Timeline
Supervisor, Residential Internet & Phone Repair
Spectrum
10.2020 - Current
Contact Center Manager
Bed Bath & Beyond
05.2018 - 08.2020
Contact Center Supervisor
Bed Bath & Beyond
09.2017 - 05.2018
Senior Customer Success Manager
ActivEngage Inc.
08.2015 - 05.2017
Customer Success Manager
ActivEngage Inc.
06.2014 - 08.2015
Virtual Sales Associate
ActivEngage Inc.
11.2013 - 06.2014
High School Diploma -
Glades Day School
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