Monique Harris
Webbville,KY
Summary
Accomplished leader with a proven track record. Enhancing operational efficiency and employee performance through effective coaching and quality assurance. Skilled in workforce management and project tracking, I've driven continuous improvement initiatives, significantly boosting team productivity and customer satisfaction. Expert in fostering a culture of accountability and high performance.
Overview
10
10
years of professional experience
Work History
Contact Center Supervisor
Rue Gilt Groupe
10.2021 - Current
- Mentored junior staff members on professional development goals, assisting in their career progression within the company.
- Conferred with regional buyers and vendors to obtain product or service information.
- Oversaw daily operations, effectively managing staff schedules and workloads to optimize productivity.
- Improved corporate efficiency by streamlining operations and implementing new management techniques..
- Established a high-performance culture by setting clear expectations and holding employees accountable for results.
- Enhanced employee performance by providing comprehensive training programs and regular feedback.
- Reviewed and analyzed reports and communicated results to management.
- Performed administrative activities to manage operations.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Directed, guided, coached and mentored team of 26 agents and surpassed individual and corporate goals.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Streamlined contact center operations for increased efficiency and improved service quality.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
- Played an instrumental role in creating standard operating procedures that optimized contact center workflows.
- Championed employee recognition programs, boosting morale and increasing overall job satisfaction within the contact center team.
- Actively participated in recruiting activities to attract top talent for the contact center supervisor role.
- Monitored contact center metrics to identify trends, implement process improvements, and drive continuous improvement initiatives.
- Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
Accounts Payable Manager
TCW
01.2019 - 10.2021
- Managed accurate and timely processing of over 6000 invoices per month.
- Reduced payment discrepancies with thorough invoice review, analysis, and reconciliation efforts.
- Reviewed monthly expense reports for accuracy, identifying opportunities for cost savings and efficiencies.
- Closely monitored accounts to post timely payments and resolve billing discrepancies.
- Positively interacted with all partners, employees and customers using exemplary communication and interpersonal talents.
- Managed a team of accounting staff, providing guidance and support to ensure accurate financial reporting.
- Developed reports for senior management to outline expenditures, vendor spend and forecasting.
- Collaborated with other departments to resolve billing issues promptly and maintain accurate financial records.
- Spearheaded process improvements initiatives resulting in increased efficiency within the accounts payable department.
Team Leader Manager
TTEC
01.2015 - 12.2019
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
Quality Assurance Manager
TTEC
01.2015 - 12.2019
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
- Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
- Assured consistent quality of production by implementing and enforcing automated practice systems.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
Quality Assurance Analyst
TTEC
01.2015 - 12.2019
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Trainer
TTEC
01.2015 - 12.2019
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Facilitated team-building exercises to foster collaboration between department members.
Education
Associate of Science - Business Management
Ashland Community And Technical College
Ashland, KY2013
Skills
Effective coaching
Compliance knowledge
Call Monitoring
Workforce Management
Reporting skills
Quality Assurance
Training delivery
Technical Support
Documentation expertise
Information tracking
Employee Motivation
Timekeeping abilities
Training Management
Document Management
Schedule Coordination
Project Management
Project Planning
Project planning and development
Project Scheduling
Project tracking
Timeline
Contact Center Supervisor
Rue Gilt Groupe
10.2021 - Current
Accounts Payable Manager
TCW
01.2019 - 10.2021
Team Leader Manager
TTEC
01.2015 - 12.2019
Quality Assurance Manager
TTEC
01.2015 - 12.2019
Quality Assurance Analyst
TTEC
01.2015 - 12.2019
Trainer
TTEC
01.2015 - 12.2019
Associate of Science - Business Management
Ashland Community And Technical College
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