Necole Johnekins Hodges
Miramar,FL
Summary
With a proven track record, excel in enhancing customer satisfaction and team performance through effective coaching and comprehensive CRM software knowledge. Strong work ethic and empathy have consistently improved service delivery, achieving significant growth in first-call resolution rates. 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 environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Call Center Coordinator
EOI Service
07.2022 - Current
- Conducted regular performance evaluations to assess strengths, weaknesses, and opportunities for growth among team members.
- Increased first-call resolution rates through effective problem-solving techniques and comprehensive product knowledge training.
- Coached and mentored team members for improved performance, leading to higher overall customer satisfaction ratings.
- Addressed escalated calls from customers professionally and efficiently with their subsequent complaints resolved effectively.
- Ensured seamless communication between departments by serving as a liaison between call center teams and management.
- Maintained strong relationships with other departments, working cohesively to ensure seamless customer experience across all touchpoints.
- Developed tailored coaching plans to address individual needs and improve overall team performance metrics in the long run.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
- Maintained comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during scheduling process.
- Demonstrated adaptability by quickly learning new technologies and processes as they were introduced into workplace environment.
Community Outreach Specialist
Department Of Highway Safety and Motor Vehicles
09.2016 - 10.2021
- Maintained detailed records of all outreach activities including event planning documents, budget reports, evaluation summaries for continuous improvement.
- Fostered positive relationships with community members and local organizations through consistent communication and collaboration.
- Developed presentations for public events, community groups and school assemblies.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Provided excellent service to customers seeking driving permits or license renewals, resulting in positive feedback from clients.
- Streamlined customer service by efficiently processing vehicle registrations and driver''s license applications.
- Handled sensitive personal information with discretion while assisting customers in obtaining identification cards or updating their records accordingly.
- Ensured compliance with state laws by verifying required documentation for vehicle title transfers and registrations.
- Kept up-to-date with changes in DMV policies and procedures, allowing for accurate guidance to customers seeking information or assistance.
- Managed high-stress situations effectively, maintaining a calm demeanor while assisting frustrated or upset clients.
- Expedited wait times for customers by quickly processing various forms and paperwork related to motor vehicles.
Driver License Examiner
Department Of Highway Safety and Motor Vehicle's
07.2007 - 09.2016
- Performed routine data entry or document management.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Operated specialized photographic equipment to obtain photographs for drivers' licenses or photo identification cards.
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Maintained high level of accuracy when entering data into DMV system, reducing errors and improving overall efficiency.
- Provided excellent service to customers seeking driving permits or license renewals, resulting in positive feedback from clients.
- Increased customer satisfaction by providing knowledgeable assistance with DMV rules, regulations, and procedures.
- Handled sensitive personal information with discretion while assisting customers in obtaining identification cards or updating their records accordingly.
- Enhanced accuracy of immigration documents through meticulous review and verification processes.
Education
High School Diploma -
Miami Norland Senior High School
Miami, FL06.2000
Skills
- Strong Work Ethic
- Stress Tolerance
- CRM software knowledge
- Workforce Management
- Employee Motivation
- Coaching and Mentoring
- Quality Assurance
- Scheduling proficiency
- Documentation expertise
Certification
AAMVA- American Association of Motor Vehicles
FRVIS- Florida Real Time Vehicle Information System
License Examiner
Trainings
Immigration Courses
Various Leadership Training Classes
Timeline
Call Center Coordinator
EOI Service
07.2022 - Current
Community Outreach Specialist
Department Of Highway Safety and Motor Vehicles
09.2016 - 10.2021
Driver License Examiner
Department Of Highway Safety and Motor Vehicle's
07.2007 - 09.2016
High School Diploma -
Miami Norland Senior High School
AAMVA- American Association of Motor Vehicles
FRVIS- Florida Real Time Vehicle Information System
License Examiner
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