Marcy Ahlstrand
Senior Manager of Call Center Operations
Coon Rapids,MN
Summary
Accomplished in improving satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Experienced in leading and directing call center operations with more than 25 years of collection industry experience.
Overview
26
26
years of professional experience
Work History
Senior Manager of Call Center Operations
Diversified Adjustment Service, INC.
09.1997 - Current
- Provide real-time coaching, guidance and feedback to agents to achieve development goals.
- Lead team meetings to review performance, set targets and motivate staff.
- Resolve escalated consumer issues promptly and professionally to maintain satisfaction.
- Improve average hold times, resolution rates and satisfaction scores through staff development.
- Collect and analyze call center statistics, costs and call metrics.
- Determine quality assurance benchmarks and set standards for improvement.
- Establish and oversee performance targets for call center associates.
- Develop quality employees within call center to take over leadership positions.
- Improve staffing during busy periods by creating employee schedules and monitoring call-outs.
- Open and close location and monitor shift changes to uphold successful operations strategies and maximize business success.
Education
High School Diploma -
Park Center
Brooklyn Park, MN06.1994
Skills
- Managing Operations and Efficiency
- Motivational Leadership
- Employee Performance Reviews
- Employee Coaching and Mentoring
- Performance Tracking and Evaluations
- Corrective Actions
- Negotiation and Conflict Resolution
- Call Center Software
- Key Performance Indicators (KPIs)
- Escalation Management
Timeline
Senior Manager of Call Center Operations
Diversified Adjustment Service, INC.
09.1997 - Current
High School Diploma -
Park Center
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