Monica Hebbert
Loganville,GA
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 positive environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Well-known as Organized, dependable and a multi-tasking supervisor. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker In search of a position that offers a challenging work environment.
Overview
8
8
years of professional experience
Work History
Call Center Supervisor
HomeCraft Gutter Protection
09.2021 - 12.2024
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained online oversea agents on company policies and procedures, resulting in improved performance and customer satisfaction.
- Supervised Agents in providing excellent customer service to callers requiring assistance for Overwhelmed customers and Customers with installation issues.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Filled in on any position in need of assistance. Call and Text support
- Experience in Bitrix24 and Convoso. Fixing and adjusting appointment information for Sales representatives.
Assistant Manager
Smoothie King
04.2018 - 09.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels and forecast future needs.
- While on the floor overseeing team members, I ensured we were on track and fully stocked at all times and helped keep up with smoothies when needed.
- Lunch time rush hour, kept us fast paced through the day. I always am able to keep up with my task and assist my crew members with their task. We would see at least 200 smoothies daily.
Cashier
Walmart
09.2016 - 01.2018
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
Skills
- Information Tracking
- Account Updating
- Timekeeping Abilities
- Technical Support
- Leadership
- Customer Service
- Interpersonal Communications
- Problem solving
- Conflict resolution
- Organization
- Adaptability
- Critical thinking
- Bilingual native Spanish
Languages
Spanish
Native or Bilingual
Timeline
Call Center Supervisor
HomeCraft Gutter Protection
09.2021 - 12.2024
Assistant Manager
Smoothie King
04.2018 - 09.2020
Cashier
Walmart
09.2016 - 01.2018
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