Leslie Howell
Atlanta,GA
Summary
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
3
3
years of professional experience
Work History
Call Center Supervisor
VXI Global Solutions LLC
Atlanta, GA
11.2020 - Current
- Handled escalated customer service concerns to attain customer retention and maintain long-term business relationships with each LOB
- Participated in hiring interviews and onboarding process for new team members.
- Introduced strong call-control skills and required soft skills verbiage/scripts to to team member to professionally address problems.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Delivered constructive call process feedback using VXI leadership tools.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Daily payroll management and time adjustment skilling for assigned roster. Implementing ABA/Attendance gridline's in 1 on 1's and team huddles, including PIP for 15% ABS fails and other attendance discrepancies.
- Daily aux monitoring and accountability standards met to reach established B2P goals per LOB call volume needs.
- Celebrating team and individual agent accomplishments via People Re Everything points system and other creative methods.
- Delivered consistent one-on-one and group training/team huddle sessions to help advisor's improve skills and call flow techniques.
- Resolved escalated customer complaints in a timely manner, per customer surveys from DSAT/Detractor reports daily
- Ensured that advisors complied with applicable laws regarding privacy protection for SPI/PII, followed with accountability should advisors fail to improve meeting compliance requirements .
- Ensured compliance with company policies, regulations, standards, and procedures related to each LOB assigned by BPO.
- Participated in internal audits of the department's operations as required by management.
- Collected payments, processed receipts and informed policyholders of outstanding balances during Collections LOB.
- Utilized computer systems to access accounts for research, adjustments, manager callbacks, disputes, sales and billing discrepancies, products service changes, technical repairs, etc. for leadership customer resolution
- Troubleshot technical issues related to products or services for carrier and manufacturer cellular providers (i.e. Apple and AT&T technical support LOBs)
- Supported sales team members to drive growth, development, and soft skills during customer interaction to gain top placements in revenue goals per each sales LOB (i.e. AT&T Mobility and Sales/LegalZoom.com Sales teams)
- Led on- and off-site customer support teams across multiple time zones via work from home and brick and mortar (WFH/B&M) positions.
- Updated databases with new and modified advisor per OM regulated trackers and report systems/tools throughout daily scheduled shift. (i.e Excel, Sharepoint, and Microsoft tools) Per WFH/B&M
- Delivered remote assistance for coaching technical issues and call flow behaviors using screen sharing, mouse and keyboard control and other tools to provide TL support via WFH.
- Utilized remote access tools to connect remotely with VXI Fuji VPN systems as required by policy.
- Stayed abreast of latest software developments to enhance job knowledge for educating and coaching purposes for each LOB.
- Filed motions with U.S. state systems electronically or via hard copy;Created spreadsheets to track case information and deadlines;Reviewed legal documents to ensure compliance with relevant laws and regulations for escalated cases; Provided guidance to clients on compliance with state and federal regulations per business owner needs whilst establishing no background of legal practice and within LegalZoom.com policies; Proofread documents prior to filing them with state(s) or submitting them to our legal teams per the LegalZoom.com LOB policies
Education
Some College (No Degree) - Architectural Drafting Technology
Atlanta Technical College
Atlanta, GASome College (No Degree) - Marketing Management And Research
Strayer University
Washington, DCSkills
- Information Tracking
- Quality Control Optimization
- Reporting Skills
- Technical Support
- Coaching and Mentoring
- Staff Motivation
- Attention to Detail
- Problem-Solving Aptitude
- Professional Demeanor
- Product and Service Sales
- Interpersonal Communication
- Teamwork and Collaboration
Military Background
- United States Army Veteran 2008-2011 / 52 D Power Generation Specialist / Reserves
Vocational Skills
- Licensed Master Cosmetologist, State of Georgia - Empire Beauty School Graduate 2016
Customer Service Backgroung
- Food Service/Food Servie Management
Six Flags Over Georgia 2006-2008
Red Lobster 2007-2008
Pizza Hut 2008-2010
Dunkin Donuts 2019
- Logistics/Warehouse Leadership
Plastipak/Machine Operator /Floor Lead 2016- 2018
Waste Pro/ Line Lead 2018
Pro Logistics/Picker/Department Lead 2019-2020
Timeline
Call Center Supervisor
VXI Global Solutions LLC
11.2020 - Current
Some College (No Degree) - Architectural Drafting Technology
Atlanta Technical College
Some College (No Degree) - Marketing Management And Research
Strayer University