Lori Nelson
Eight Mile
Summary
Dynamic call center supervisor with a proven track record at American Veterans Investment Group, excelling in staff training and performance management. Expert in enhancing customer relationship management and quality assurance, I effectively led teams to achieve service excellence and operational efficiency, fostering a culture of problem-solving and decision-making. Dedicated to optimizing times and service quality with a collaborative and analytical approach. Proficient in typical customer needs, behaviors and preferences, as well as recordkeeping requirements and performance strategies. Educates agents on call control and enhancing customer experiences.
Overview
22
22
years of professional experience
Work History
Call Center Supervisor
American Veterans Investment Group
Birmingham
02.2009 - 11.2020
- Supervised daily operations of call center team, ensuring high service standards.
- Trained and mentored staff on customer service protocols and system usage.
- Developed training materials to enhance team knowledge and performance effectiveness.
Call Center Representative
Lovelady Center
Birmingham
03.2007 - 02.2009
- Maintained accurate records of client interactions and service requests.
- Handled incoming calls efficiently to ensure prompt customer support.
- Assisted clients with inquiries and provided information about available services.
Head Cashier Supervisor
McDonald's
Atmore
01.1999 - 02.2007
- Supervised daily cash operations and ensured compliance with company policies.
- Trained and mentored team members on cash handling procedures and customer service.
- Monitored register performance and addressed discrepancies in cash transactions.
Education
Graduate Certificate - Biblical Studies
Tennessee Temple University
Chattanooga, TN04-2011
Skills
- Call center operations
- Staff training
- Performance management
- Customer relationship management
- Quality assurance
- Team leadership
- Problem solving
- Time management
- Decision making
Timeline
Call Center Supervisor
American Veterans Investment Group
02.2009 - 11.2020
Call Center Representative
Lovelady Center
03.2007 - 02.2009
Head Cashier Supervisor
McDonald's
01.1999 - 02.2007
Graduate Certificate - Biblical Studies
Tennessee Temple University
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