Lydia Little
Georgetown,KY
Summary
Skilled call center professional with proven track record of driving team performance and delivering results. Excels in fostering strong team collaboration, adapting to changing needs, and ensuring customer satisfaction. Adept at managing high-volume environments, resolving complex issues, and implementing effective strategies. Known for reliability, leadership, and focus on achieving targets.
Overview
8
8
years of professional experience
Work History
Contact Center Supervisor
Maximus Federal
08.2025 - 06.2026
- Supervised daily operations of contact center, ensuring adherence to quality standards and protocols.
- Trained and mentored team members on customer service best practices and system utilization.
- Created a positive work environment, fostering strong teamwork and agent engagement.
Contact Center Supervisor
Pearl Interactive Network
10.2023 - 08.2025
- Directed, guided, coached and mentored team of 20+ agents
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Seasonal Trainer
Pearl Interactive Network
05.2022 - 10.2023
- Monitored participant workflow and behaviors throughout training process
- Tracked attendance and progress of trainees
- Taught new hire training classes proper techniques and business protocols to meet productivity goals
- Mentored new hires, resulting in stronger staff development and increased productivity
Customer Service Representative
Pearl Interactive Network
09.2021 - 10.2023
- Updated account information to maintain consumer records
- Clarified consumer issues and determined root cause of problems to resolve various discrepancies
- Assist consumers with their application and enroll them in health insurance plans that best fit their needs
- Mentored new hires, resulting in stronger staff development
Teller
Community Trust Bank
09.2018 - 09.2021
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Maintained friendly and professional customer interactions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Processed customer transactions promptly, minimizing wait times.
- Trained new members of guest service team.
Education
Bachelor - Criminal Justice
Eastern Kentucky University
Richmond, KY05-2018
Associate Of Science -
Bluegrass Community And Technical College
Lexington, KY05-2016
Skills
- Understanding Customer Needs
- Responding to Difficult Customers
- Multitasking and Prioritization
- Patient and Empathetic
- Honest and Ethical
- Recordkeeping and Documentation
- Call monitoring
- Quality assurance
- Coaching and mentoring
Timeline
Contact Center Supervisor
Maximus Federal
08.2025 - 06.2026
Contact Center Supervisor
Pearl Interactive Network
10.2023 - 08.2025
Seasonal Trainer
Pearl Interactive Network
05.2022 - 10.2023
Customer Service Representative
Pearl Interactive Network
09.2021 - 10.2023
Teller
Community Trust Bank
09.2018 - 09.2021
Bachelor - Criminal Justice
Eastern Kentucky University
Associate Of Science -
Bluegrass Community And Technical College