Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lizette Tolbert

Charleston,SC

Summary

To professionally manage in a national or private business. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

30
30
years of professional experience

Work History

Call Center Supervisor

iQor
10.2011 - 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.
  • Supervised in providing excellent customer service to callers requiring assistance for escalation calls
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Developed process controls and metrics for daily management of call center.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Maintained up-to-date knowledge of products and services offered to customers.
  • Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
  • Coordinated with other departments to provide smooth execution of sales initiatives.
  • Facilitated regular team meetings to discuss challenges, successes and strategies.
  • Monitored daily sales performance and provided feedback to each team member.
  • Assisted sales team members in developing customer relationships, and building customer loyalty.
  • Trained and coached sales team members on best practices for customer service and sales techniques.
  • Communicated customer feedback and complaints to team members to promote proper resolution.

Trainer

iQor
10.2008 - 08.2010
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Analyzed team performance and identified opportunities for additional training.
  • Delivered instructional presentations on equipment use, focusing on efficiency and safety.
  • Monitored participant workflow and behaviors throughout training process.
  • Developed effective training plans based on department needs and objectives.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Developed individualized training plans to achieve staff readiness.
  • Prepared and presented supplementary learning material to support structured lessons.
  • Recruited and trained new members.
  • Contributed to reductions in employee turnover by revamping training programs.
  • Implemented new training courses after assessing corporate data and identifying employee weaknesses.
  • Provided coaching and mentoring to employees.
  • Trained and mentored new personnel hired to fulfill various roles.
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.

Call Center Supervisor

iQor
01.2006 - 09.2008
  • 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.
  • Supervised in providing excellent customer service to callers requiring assistance for escalation calls
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Developed process controls and metrics for daily management of call center.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Maintained up-to-date knowledge of products and services offered to customers.
  • Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
  • Coordinated with other departments to provide smooth execution of sales initiatives.
  • Facilitated regular team meetings to discuss challenges, successes and strategies.
  • Monitored daily sales performance and provided feedback to each team member.
  • Assisted sales team members in developing customer relationships, and building customer loyalty.
  • Trained and coached sales team members on best practices for customer service and sales techniques.
  • Communicated customer feedback and complaints to team members to promote proper resolution.

Escalation Team Member

First Contact
01.2005 - 01.2006
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Provided feedback on product or service improvements to better meet customer needs and expectations.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
  • Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Trained staff on operating procedures and company services.
  • Implemented and developed customer service training processes.

Mentor

First Contact
01.2005 - 01.2006
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Held weekly team meetings to inform team members on company news and updates.

Call Canter Agent

First Contact
01.2004 - 01.2005
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Processed debit and credit card and electronic check payments.
  • Educated customers on company systems, form completion, and access to services.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Overcame objections using friendly, persuasive strategies.
  • Utilized sales techniques to build customer interest and close sales.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Asked relevant questions to assist customers with selecting needed or requested products and services.
  • Made average of 70 outbound and inbound calls per day.
  • Developed extensive knowledge of products and services to better assist customers.
  • Negotiated pricing and payment terms with customers when possible to close deals.

Customer Service Coordinator

Marshall’s Department Store
01.2001 - 01.2004
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

Area Facilitator

Harris Teeter
01.1994 - 01.2001
  • Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students.
  • Conducted training courses for 40 or more employees+ management support staff to enhance understanding of industry best practices and company protocols.
  • Was responsible for training all stores in South Carolina and Georgia
  • All new hires had to be trained within the first 30 days of hire.
  • Provided leadership for program workers and attendees, guiding day-to-day activities and facilitating grocery retail environment.

Education

No Degree -

Trident Technical College
Charleston, SC
01.1983

No Degree -

The College of Charleston
Charleston, SC
01.1982

High School Diploma -

Burke High School
Charleston, SC
01.1980

Skills

  • Certified Trainer
  • Microsoft Power Point
  • Call Center Strategy
  • Individual Sessions
  • Quality Assurance
  • Employee Motivation
  • Quality Control Optimization
  • Management Training
  • Morale Improvements
  • Corrective Actions
  • Motivational Leadership
  • Training Coordination
  • Microsoft Office
  • Customer Loyalty
  • Workflow Processes
  • Office Organization
  • Employee Support
  • Customer Care
  • Evaluate Performance
  • Leadership and Change Management

Timeline

Call Center Supervisor

iQor
10.2011 - Current

Trainer

iQor
10.2008 - 08.2010

Call Center Supervisor

iQor
01.2006 - 09.2008

Escalation Team Member

First Contact
01.2005 - 01.2006

Mentor

First Contact
01.2005 - 01.2006

Call Canter Agent

First Contact
01.2004 - 01.2005

Customer Service Coordinator

Marshall’s Department Store
01.2001 - 01.2004

Area Facilitator

Harris Teeter
01.1994 - 01.2001

No Degree -

Trident Technical College

No Degree -

The College of Charleston

High School Diploma -

Burke High School

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Lizette Tolbert