Le'Anna Johnson

Dynamic Call Center Supervisor with a proven track record at AllerVie Health, enhancing agent performance through strategic training and effective coaching. Skilled in quality assurance and problem-solving, I successfully improved first-call resolution rates and fostered a supportive environment, driving employee engagement and customer satisfaction. Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.

Developed process controls and metrics for daily management of call center.

Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.

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.

Reduced average handle time through implementation of effective call handling techniques and scripts.

Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.

Improved customer satisfaction by effectively resolving escalated issues and providing timely support.

Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.

Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.

Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.

Maximized employee retention, fostering a supportive work environment and offering growth opportunities.