Summary
Overview
Work History
Education
Skills
Timeline
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Nakia Toliver

Montgomery,AL

Summary

Results-driven leadership professional with more than 16 years of experience in a call center environment. Highly skilled in addressing employee concerns and resolving issues with speed, accuracy, and professionalism with an unwavering commitment to coaching and development to improve performance matrix. Proven ability to build productive relationships with support staff and members of leadership.

Overview

21
21
years of professional experience

Work History

Quality Assurance Auditor

MPF Federal
03.2021 - Current
  • Identified issues of non-compliance and elevated reports to senior personnel.
  • Reviewed work instructions and production strategies to verify compliance with established standards.
  • Completed timely quality reports highlighting deficiencies and recommending corrective actions.
  • Educated and oriented employees to improve compliance with quality control protocols.
  • Inspected raw and in-processed materials to determine quality and any not meeting minimum standards.
  • Scheduled and executed 95% accuracy rate.

Trainer

Convergent Outsourcing
08.2020 - 02.2021
  • Demonstrated ability to coach and provide feedback to new agents for assigned project.
  • Maintained awareness with relevant project changes to ensure staff receives current information appropriate to tasks to which are engaged and follows up with service observations to confirm compliance.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
  • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Gathered and organized supplementary material to support structured lessons.
  • Analyzed team performance and identified opportunities for additional training opportunities.

Team Manager

Alorica
05.2003 - 06.2019
  • Identified personal strengths and weaknesses and adjusted techniques to enhance performance to achieve performance KPI's.
  • Supervised team of 15-20 employees to cultivate productive atmosphere.
  • Evaluated employee performance, identify areas of improvement, and communicated plans to employees.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Maintained customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Conducted interviews to hire potential employees.
  • Review timesheets to ensure accuracy for through Oracle.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention.
  • Evaluated employee performance on daily basis and coached and trained 15-20 team members, increasing quality of work and employee motivation.

Education

Bachelor of Arts - Physical Education

Alabama State University
05.2001

High School Diploma - undefined

Lathrop High School
05.1995

Skills

  • People Management
  • Judgment and Decision Making
  • Critical Thinking
  • Research Skills
  • Data Entry/Accuracy
  • Administrative Support
  • Team Building/ Leadership
  • Customer Service
  • Employee Retention
  • MS 360
  • Customer Service Specialist
  • Excellent Communication
  • Presentation Skills

Timeline

Quality Assurance Auditor

MPF Federal
03.2021 - Current

Trainer

Convergent Outsourcing
08.2020 - 02.2021

Team Manager

Alorica
05.2003 - 06.2019

Bachelor of Arts - Physical Education

Alabama State University

High School Diploma - undefined

Lathrop High School

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Nakia Toliver