Mike Shabazz
Dallas,TX
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Overview
19
19
years of professional experience
Work History
Call Center Manager
Insurance Supermarket
01.2023 - 06.2024
- Provided real-time coaching, guidance and feedback to insurance sales agents to achieve sales goals.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Established and oversaw key performance targets for call center associates.
- Evaluated data to identify trends and determine employee development needs.
- Led daily team meetings to review performance, set targets and motivate staff.
Call Center Manager
Trip Actions (Navan)
09.2021 - 10.2022
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led weekly team meetings to review performance, set targets and update staff.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Call Center Manager
EZ-FLO International
02.2019 - 10.2021
- Established and oversaw performance targets for call center associates.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Managed budgetary responsibilities while maintaining adequate staffing levels, securing necessary resources without compromising operational efficiency.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Managed supervisor-level personnel working in customer service and sales capacities.
Call Center Supervisor
Kohl's Corporate Office
12.2015 - 02.2019
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
Call Center Supervisor
Apex Merchant Group
01.2009 - 07.2013
- Developed process controls and metrics for daily management of call center.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Created team rotations to man center effectively during peak hours.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Streamlined and monitored quality programs to alleviate compliance issues.
Call Center Supervisor
Alliance Data Systems Corp
04.2005 - 12.2008
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
Education
Business Communications
Paul Quinn College
Dallas, TXSkills
- Employee Coaching and Mentoring
- Performance Tracking and Evaluation
- Employee Development
- Escalation Management
- Retention Strategies
- Budget Management
Timeline
Call Center Manager
Insurance Supermarket
01.2023 - 06.2024
Call Center Manager
Trip Actions (Navan)
09.2021 - 10.2022
Call Center Manager
EZ-FLO International
02.2019 - 10.2021
Call Center Supervisor
Kohl's Corporate Office
12.2015 - 02.2019
Call Center Supervisor
Apex Merchant Group
01.2009 - 07.2013
Call Center Supervisor
Alliance Data Systems Corp
04.2005 - 12.2008
Business Communications
Paul Quinn College
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