MICHELLE GIBSON
Braymer,MO
Summary
Results-oriented supervisor focused on training and mentoring staff to enhance inquiry resolution, customer loyalty, and business revenue. Proficient in managing high-volume call teams and ensuring exceptional service delivery. Expertise in developing and implementing effective training protocols that drive performance and improve caller satisfaction.
Overview
16
16
years of professional experience
Work History
Supervisor Investor Services
SS&C Technologies
06.2022 - Current
- Engaged with colleagues to analyze market information and develop
- Implemented quality control measures, ensuring adherence to industry regulations.
- Collaborated with cross-functional teams to align strategies with corporate goals.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
Call Center/Correspondence Supervisor
MAXIMUS FEDERAL SERVICE
06.2019 - Current
- Improved teams overall Quality scores to range from 90% to 100%
- Grew department by implementing effective suggestive and consultative techniques
- Maintained high quality service delivery through effective resource allocation and workflow coordination
- Developed effective team by coordinating new hire training and periodic retraining for established team members
- Directed team of forty plus customer service and health professionals, monitoring work quality and performance to meet strict targets
- Contracted through Center for Disease Control to maintain a staff of Customer Service Agents with Correspondence emails and Phone calls from the General Public.
Assistant Casino Manager
Isle of Capri Casinos
08.2010 - 03.2019
- Recruited, interviewed, and hired staff to keep up with business demands, growth and expansion
- Managed scheduling, payroll, hiring and termination for hundreds of employees
- Collaborated with Human Resources Personnel to develop and implement Employee Incentives
- Collaborated with colleagues to discuss market information and strategies
- Fulfilled administrative duties including completing, organizing, and filing paperwork
- Audited all Casino staff to ensure quality of service provided
Education
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Maple Woods Community College
Kansas City, Missouri05.1992
Skills
- Relationship building
- File and data retrieval systems
- Scheduling and calendar management
- Data entry
- Document management
- Training coordination
- Employee motivation
- Excel
- Fieldglass
- Microsoft/Citrix
- Quality control optimization
- Coaching
- TAHUB/AWD
Timeline
Supervisor Investor Services
SS&C Technologies
06.2022 - Current
Call Center/Correspondence Supervisor
MAXIMUS FEDERAL SERVICE
06.2019 - Current
Assistant Casino Manager
Isle of Capri Casinos
08.2010 - 03.2019
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Maple Woods Community College