Paige Mullen
Austin,TX
Summary
Dedicated TCCS professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Senior Call Center Manager
Texas Call Center Solutions
Austin, TX
05.2022 - Current
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Established relationships and touch points with clients to promote retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed 50-80 customer calls per day.
Assistant Director of Operations
LEI Home Enhancements
Round Rock, TX
11.2021 - 05.2022
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented and revised operational policies and guidelines.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Achieved team goals through formalized training plans, coaching and performance management.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Set team and individual KPIs and provided regular, actionable feedback.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
Correctional Officer
South Dakota State Penitentiary
Sioux Falls, SD
01.2019 - 06.2021
- Escorted inmates to and from cells, court, hospitals and medical appointments.
- Conducted routine and emergency head counts.
- Prepared, processed and maintained forms, reports, logs, records and activity journals.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls and showers.
- Inspected work sites and crew trucks for contraband, cleanliness and safety.
Education
Certificate - Computer Programming
DeVry University
Downers Grove, IL03.2023
Skills
- Client Satisfaction
- Call Center Software
- Lead Follow-Up
- Customer Care
- Employee reviews
- Relationship building
- Business Development
- Coaching and mentoring
- Recruitment
- Conflict resolution skills
- Correctional facility procedures
- Crisis intervention training
- Suicide prevention training
- Firearm operations trained
- Segregation unit specialist
- Emergency Response
Timeline
Senior Call Center Manager
Texas Call Center Solutions
05.2022 - Current
Assistant Director of Operations
LEI Home Enhancements
11.2021 - 05.2022
Correctional Officer
South Dakota State Penitentiary
01.2019 - 06.2021
Certificate - Computer Programming
DeVry University
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