NATASHA WOOD
Anna,TX
Summary
Call center operations supervisor focused on staff development, task delegation, and performance management. Builds team capability through coaching, onboarding, and regular feedback while using daily reporting and cross-functional collaboration to improve service delivery and department efficiency. Works with management to strengthen agent performance, and maintain consistent customer support.
Overview
13
13
years of professional experience
Work History
Supervisor
Liquidity Services Inc.
Richardson, TX
11.2020 - Current
- Directed and supervised team of 15 employees in daily operations.
- Oversee daily operations of call center team to ensure effective customer support.
- Recruited, hired, trained, mentored, coached, and evaluated staff.
- Delegate tasks to team members according to individual strengths.
- Collaborated with upper management to develop strategies that improved operational efficiency within the department.
- Oversee the training of new employees on job responsibilities and expectations.
- Assess staff performance on a regular basis, providing feedback and coaching as necessary to improve results.
- Created detailed reports on daily operations, highlighting progress toward objectives and identifying areas for improvement.
Customer Service Lead
Liquidity Services Inc.
Garland, TX
07.2018 - 11.2020
- Managed escalated situations with difficult customers, ensuring resolution while maintaining positive relationships.
- Resolved escalated calls by providing effective solutions.
- Developed strong customer relationships through effective communication.
- Directed customer service staff activities, including training, coaching and performance management.
- Coached and monitored new agents, enhancing job knowledge and supporting performance growth.
- Conducted team meetings to identify improvement areas and celebrate successes, fostering team engagement.
Customer Service Representative
Liquidity Services Inc.
Garland, TX
05.2014 - 07.2018
- Greeted customers by name and displayed respectful attitude, fostering rapport to enhance customer relationships.
- Demonstrated exceptional verbal and written communication skills to effectively engage with customers.
- Contributed ideas in team meetings to enhance overall quality of customer service.
- Welcomed feedback from supervisor and peers to continuously refine skills and performance.
Education
Some College (No Degree) - Business Administration
El Centro Community College
Dallas, TXSkills
- Operational efficiency
- Performance evaluation
- Staff development
- Team collaboration
- Documentation
- Excel proficiency
- Decision-making
- Time management
- Task prioritization
- Adaptability
- Written communication
Personal Information
Title: Customer Service Supervisor
Timeline
Supervisor
Liquidity Services Inc.
11.2020 - Current
Customer Service Lead
Liquidity Services Inc.
07.2018 - 11.2020
Customer Service Representative
Liquidity Services Inc.
05.2014 - 07.2018
Some College (No Degree) - Business Administration
El Centro Community College