Loraine Robertson

Increased first-call resolution rates by developing how to guides tailored specifically towards common issues that call center employees had.

• Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
• Developed staff training programs to ensure consistent service quality across the team.
• Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
• Collaborated with other departments to address customer needs holistically and provide comprehensive solutions.
• Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
• Enhanced customer satisfaction by promptly addressing and resolving support issues.
• Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
• Monitored employee and customer interactions to assess quality of service.
• Coached employees through day-to-day work and complex problems.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Completed bi-weekly payroll for 8-12 employees.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• As a supervisor if we had high call volume or were short staffed I also would assist with inbound and outbound calls to help collect on past due accounts or to set up payment arrangements to get the customer back on track.