Novella Walton
Canton,Georgia
Summary
Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships in the position of Customer Service Executive.
Overview
20
20
years of professional experience
Work History
Supervisor
Optum - United Health Care Group
12.2021 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Achieved results by working with staff to meet established targets.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
Supply Chain – Area Supervisor
The Home Depot Distribution Center
05.2021 - 11.2021
- Provided ongoing coaching to staff members, promoting skill development and career progression.
- Oversaw daily operations to ensure adherence to company policies and procedures, maintaining consistency across all locations.
- Resolved conflicts between employees by mediating discussions that led to mutually beneficial outcomes.
- Reduced employee turnover by fostering a positive work environment and providing opportunities for professional growth.
- Implemented safety protocols to maintain a secure workplace, minimizing accidents and incidents.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Led team meetings to discuss progress toward goals, address challenges, celebrate successes, and encourage continuous learning experiences among team members.
- · Maintain inventory accuracy and control, as well as quality with customer satisfaction
Contact Center Supervisor Online
The Home Depot
11.2019 - 05.2021
- 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.
- Directed, guided, coached and mentored team of 15-20 agents and surpassed individual and corporate goals.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
- Reduced average handling time with effective coaching and feedback sessions for agents.
Account Management Supervisor
Verizon
09.2015 - 06.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Launched Core Team to promote business automation, resulting in an increase in business automation use - up 20 points, Q1 44% - Q2 64%.
- Increased monthly sales revenue within the Enterprise market by 20% per month implementing an activity-based customer touch strategy.
- · Increased 130 Affiliate’s revenue 24% through effective utilization of several Business Solutions and internet services whiles securing a long-term contract with customers.
Education
Bachelor of Arts - Communications
Mercer University
Macon, GASkills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Strategic Planning
- Operations Management
- Process Monitoring and Improvement
- Analytical Thinking
- Logistics Coordination
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Supervisor
Optum - United Health Care Group
12.2021 - Current
Supply Chain – Area Supervisor
The Home Depot Distribution Center
05.2021 - 11.2021
Contact Center Supervisor Online
The Home Depot
11.2019 - 05.2021
Account Management Supervisor
Verizon
09.2015 - 06.2019
Bachelor of Arts - Communications
Mercer University
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