Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mary Brigman

Call Center Supervisor
Macon,GA

Summary

Results-driven Call Center Supervisor focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.

Overview

18
18
years of professional experience

Work History

Call Center Supervisor

Williams-Sonoma Brands
10.2021 - 03.2022
  • 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.
  • Developed quality employees within call center to take over leadership positions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Prepared agendas and took notes at meetings to archive proceedings.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Receives escalated customer calls
  • Reviews and approves timecards and PTO requests for direct reports
  • Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks
  • Established and oversaw performance targets for call center associates.

Call Center Supervisor

Maximus
05.2021 - 07.2021
  • Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
  • Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
  • Develop work schedules and assign duties to direct report personnel to ensure efficiency
  • Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination
  • Discuss job performance concerns with employees to identify causes and issues
  • Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
  • Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
  • Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
  • Participate in meetings and recommend changes to policies and procedures
  • Assume leadership responsibility for departmental tasks and contact center activities as required
  • Support and enforce contact center expectations
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
  • Assist direct reports with escalated issues or cases as needed
  • Perform other duties as assigned by leadership

Customer Service Representative Specialist

The Hartford Insurance Group
07.2019 - 05.2021
  • Group Benefits Claims Solutions and Analytics/ Personal Lines AARP Auto
  • As part of the group benefits team, my primary role is to provide excellent customer service by answering customer questions about disability and leave management claims, increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers
  • Daily responsibilities are to:
  • Initiate FMLA and STD claims
  • Document and track contacts with members, providers, and plan sponsors
  • Explain member's rights and responsibilities in accordance with FMLA contract
  • Communicates clearly and concisely, with sensitivity to the needs of others
  • Gather paperwork from providers, employers, and employees
  • Ensures that HIPAA guidelines are followed in every communication with providers, clients, or staff

Dept. Manager

Lowes Food Stores
11.2017 - 07.2019
  • Responsible for ordering and maintaining live product
  • Trains and supervises part time floral hosts
  • Takes pride is giving excellent service to our guests, promoting the department by booking parties, weddings and other special occasions
  • Daily paperwork of all costs and shrink, ensuring a average retail profit meets company goals.
  • Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up.
  • Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
  • Introduced new methods, practices and systems to reduce turnaround time.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
  • Communicated with managers of other departments to maintain transparency.
  • Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Evaluated suppliers to maintain cost controls and improve operations.

Territory Supervisor

Hallmark
01.2015 - 01.2017


  • Responsible for developing and maintaining strong relationships with store management
  • Acquiring retail space in such stores for outposts
  • Managing service budgets, travel budgets and other costs associated with store level service
  • Installation duties that include moving card departments, building fixtures, and merchandising the product.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Conducted employee evaluations to provide feedback and set expectations for future job performance.
  • Coordinated employee schedules to keep pace with business needs and meet company demands.
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Interviewed, hired and trained new employees for production positions.
  • Identified individual employee's unique work styles and adapted management methods.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Streamlined operations to improve process efficiency.
  • Organized contests and established goals to optimize productivity and improve employee morale.
  • Achieved results by working with staff to meet established targets.
  • Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures.

Call Center Team Leader

Alpine Access
01.2012 - 01.2015
  • Coached team members regarding call strategy to effectively reach KPI targets and foster customer retention.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Communicated frequently and openly to motivate team members and drive goal achievement.
  • Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
  • Oversaw call-monitoring, coaching, performance and corrective action for all team members.
  • Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
  • Assisted in training, motivating and coaching team members to meet required center goals.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Responded to customer calls and emails to answer questions about products and services.
  • Engaged in learning and development opportunities to promote continued performance improvement.
  • Assisted customers by answering questions and responding to inquiries.
  • Processed debit and credit card and electronic check payments.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Manager

JCPenny, 4481 S White
Show Low, AZ
01.2002 - 01.2005
  • Recruited and hired top performers to add talent and value to department.
  • Cross-trained existing employees to maximize team agility and performance.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Onboarded new employees with training and new hire documentation.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Accomplished multiple tasks within established timeframes.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Maintained professional, organized and safe environment for employees and patrons.
  • Supervised labor costs and departmental expenses to remain in line with budget.

Floral dept. manager

Supermarkets General, PathMark
, NJ
01.1981 - 01.1987
  • Showed superior customer service by my product knowledge and willingness to share knowledge
  • Monitored special orders to promote timely deliveries of floral displays, bouquets and decorative items.
  • Inventoried plants and flower care supplies and ordered more.
  • Trained employees on customer order taking and basic floral arranging.
  • Researched latest design trends, colors and vendor products for use in new pieces.
  • Quoted, generated and processed customer orders to meet specifications and various occasions.
  • Maintained thorough knowledge of needs, characteristics and varieties of flowers and greenery used in shop to inform arrangement decisions and provide information to customers.
  • Carried out day-to-day duties accurately and efficiently.
  • Maintained low shrink through close monitoring of department.
  • Drove customer satisfaction by providing recommendations for greenery and flower pairings.
  • Collaborated closely with customers to create unique designs for bouquets, wreaths and gifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Increased customer satisfaction by resolving issues.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Used coordination and planning skills to achieve results according to schedule.

Education

Trident Technical College

Bachelors - Business Management

University of Phoenix

Skills

Time managementundefined

Timeline

Call Center Supervisor

Williams-Sonoma Brands
10.2021 - 03.2022

Call Center Supervisor

Maximus
05.2021 - 07.2021

Customer Service Representative Specialist

The Hartford Insurance Group
07.2019 - 05.2021

Dept. Manager

Lowes Food Stores
11.2017 - 07.2019

Territory Supervisor

Hallmark
01.2015 - 01.2017

Call Center Team Leader

Alpine Access
01.2012 - 01.2015

Manager

JCPenny, 4481 S White
01.2002 - 01.2005

Floral dept. manager

Supermarkets General, PathMark
01.1981 - 01.1987

Trident Technical College

Bachelors - Business Management

University of Phoenix

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Mary BrigmanCall Center Supervisor