Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Martha Milner

Martha Milner

Call Center Supervisor
Minneola,FL

Summary

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

22
22
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Call Center Supervisor

83bar
Austin, TX
12.2020 - Current
  • Supervised 20 Registered Nurses in providing excellent customer service to callers requiring assistance or enrollment for health care trials and new procedures, medical devices and medications issues.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • 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.
  • Trained team members on performance metrics and consumer behavior identification.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Developed process controls and metrics for daily management of call center.
  • 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.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Scheduled and monitored sales team members' workloads to meet customer needs.

Call Center and Quality Assurance Supervisor

Arise Virtual Solutions Inc. (Contractor)
10.2001 - 12.2020
  • Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
  • Monitored testing processes, test development and user acceptance testing.
  • Prepared and interpreted Agent evaluation reports, complete with comprehensive analysis of testing and results, for development team.
  • Provided development team with insights and recommendations on multiple Software usability and functionality by reviewing and analyzing internal data.
  • Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Fixed identified issues to increase productivity and boost workflows.
  • Analyzed quality and performance data to support operational decision-making.
  • Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.

Education

Bachelor Of Science - Organizational Leadership

Southern New Hampshire University
Hooksett, NH
08.2020 - 08.2024

Skills

Technical Support

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Certification

PMP - Project Management Professional

Timeline

Call Center Supervisor

83bar
12.2020 - Current

Bachelor Of Science - Organizational Leadership

Southern New Hampshire University
08.2020 - 08.2024

Call Center and Quality Assurance Supervisor

Arise Virtual Solutions Inc. (Contractor)
10.2001 - 12.2020

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Martha MilnerCall Center Supervisor