Melecia Chapman
San Diego,CA
Summary
Highly motivated and results-driven supervisor with extensive experience in managing and coaching teams in high-volume environments. Proven track record in enhancing team performance, troubleshooting complex issues, and driving operational efficiency. Adept at analyzing performance metrics, implementing process improvements, and providing actionable insights. Recognized for exceptional leadership skills, commitment to excellence, and ability to thrive in fast-paced settings.
Overview
10
10
years of professional experience
Work History
New Hire Account Management/Billing Supervisor
Charter Spectrum
03.2023 - Current
- Trained and developed new hire agents, facilitating absorption of material and building call experience in a controlled environment.
- Revamped new hire on the job training curriculum to increase new hire output and performance.
- Evaluated calls and delivered personalized coaching sessions on a weekly basis, aiming to define performance goals and sales benchmarks for each agent.
- Created engaging training content that catered to diverse learning styles, improving overall knowledge acquisition among employees.
- Organized and managed daily debrief meetings to analyze call performance, hosted end-of-day open forums for new employees, and coordinated weekly team training programs.
- Created and deployed an impactful performance accountability plan that has been successfully adopted by the entire department.
Account Management/Billing Supervisor
Charter Spectrum
01.2022 - 03.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Managed escalated calls and played a key role as the point person on the late-night shift.
- Directed the STAR Academy, which supported employees in identifying opportunities for professional development within the organization.
- Played a key role in enhancing employee engagement and boosting morale through active participation in the Employee Recognition Committee.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
Technical Support Supervisor
Charter Spectrum
01.2018 - 01.2022
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Took responsibility for resolving escalated calls and being the go-to person during late-night shifts.
- Actively participated in the Employee Recognition Committee, significantly boosting employee engagement and morale.
Technical Support Lead
Charter Spectrum
01.2017 - 01.2018
- Took charge of escalated calls while offering chat support and hands-on help to agents regarding customer concerns, order issues, and order entry.
- Achieved improved agent performance by conducting floor walks, tutoring sessions, and offering hands-on support.
- Streamlined workflow for the technical support team, optimizing productivity and performance.
- Improved first-call resolution rates with thorough troubleshooting techniques and extensive product knowledge.
- Enabled agents to achieve higher levels of performance through individualized and collaborative tutoring.
Tier 3 Technical Support Representative
Charter Spectrum
01.2015 - 01.2017
- Stayed informed about the latest developments in the industry and emerging technologies, enabling effective customer support.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Developed custom solutions for unique client requirements, leading to increased customer satisfaction and loyalty.
- Boosted customer retention rates through timely escalation and resolution of high-priority cases.
- Ensured customer satisfaction through prompt resolution of concerns pertaining to high speed data, VoIP, and email.
Education
Biology
Cuyamaca College
El Cajon, CABiology
Southwestern College
Chula Vista, CAHigh School Diploma -
Morse High School
San Diego2008
Skills
- Team Development
- Strategic Decision-Making
- Coaching and Mentoring
- Program implementation
- Curriculum Design
- Quality Assurance
- Performance Management
- Personnel Management
- Team Leadership
- Complex Problem-Solving
- Time Management
- Project Management
Languages
English
Native or Bilingual
Tagalog
Native or Bilingual
Timeline
New Hire Account Management/Billing Supervisor
Charter Spectrum
03.2023 - Current
Account Management/Billing Supervisor
Charter Spectrum
01.2022 - 03.2023
Technical Support Supervisor
Charter Spectrum
01.2018 - 01.2022
Technical Support Lead
Charter Spectrum
01.2017 - 01.2018
Tier 3 Technical Support Representative
Charter Spectrum
01.2015 - 01.2017
Biology
Cuyamaca College
Biology
Southwestern College
High School Diploma -
Morse High School