PEGGY ADOLPH
Houston,TX
Overview
18
18
years of professional experience
Work History
Manager
Call Center Support
04.2023 - Current
- A call center manager is responsible for the day-to-day operations of a call center, including hiring, training, and managing staff
- They also design and manage processes for customer support and set and meet goals for their team
- Reviewing and updating employee training materials
- Optimizing workforce management
- Updating Automation systems
- Focusing on agent engagement
- Anticipating common call center problems
- Monitoring essential call center metrics
- Collecting customer feedback
- Integrating third-party tools
Supervisor, Call Center Support & Training
Metropolitan Transit Authority of Harris County (METRO)
Houston, Texas
07.2019 - 03.2023
- Provides primary managerial direction and performs personnel administrative functions of direct report staff (training, supervising, work assignments, timesheets, performance evaluations, etc.) for the purpose of maintaining necessary staffing, enhancing productivity of staff and ensuring necessary department outcomes are achieved
- Provides support in developing training material and the workflow and the schedules
- Manage Lost & Found department by responding to customer inquiry about lost items
- Evaluate Representative calls for quality control
Training Specialist
Metropolitan Transit Authority of Harris County (METRO)
Houston, Texas
03.2017 - 07.2019
- Created training modules & materials about METRO transit system
- Present and administer the delivery of training for Trapeze system, METRO network system, Block numbers, etc
- Identify and recommend training and cross training
- Confers with management to develop training material based on organizational and individual need
- Work with management to develop departmental training material
Customer Call Center Representative
Metropolitan Transit Authority of Harris County (METRO)
Houston, Texas
06.2014 - 03.2017
- Educated customers on METRO varies services
- Utilize Trapeze for transit schedules for efficient route planning
- Performed field duties that supported the planning development
- Trained Riders about the New Bus Network routes and Interactive serve map
- METRO Transit Academy: Explored the complex linkages between transit, funding, economic development, and sustainability to help create a partnership with the community
Supervisor, Public Administration & Professional Presentations
Texas Southern University – Center for Transportation Training & Research
Houston, Texas
08.2010 - 06.2014
- Made Public presentations on Awareness Campaigns on Distracted Driving for TTI & TXDOT
- Presented METRO Transit Plan to Community Members (Reimagining)
- Worked with Public Engagement and Community to Attract & Increased Ridership
- Community Ambassador & Transit Academy Collaborative on Community Issues
- Researched & Presented Thesis on Public Involvement
- President of Institute of Transportation Engineers (ITE):
- Conducted training; Tripled ITE membership; Facilitated professional awareness campaigns
- Presentations related to bring awareness to Transportation Planning/Policies
Kindergarten Teacher
Crossing Point Christian Academy
Rosharon, Texas
09.2010 - 02.2011
- Created, planned, organized curriculum for inaugural kindergarten program
- Incorporated new technology to promote higher learning
- Developed and implemented plans that involved parent support and the school goal
Assistant Manager
Eddie Bauer Retail Store
Houston, Texas
12.2008 - 06.2010
- Ensured team delivered good customer services
- Helped organized sales promotions
- Recruited, developed and retained staff
- Motivated staff to meet sales and daily goals
Teacher
Accelerated Interdisciplinary Academy (AIA)
Houston, Texas
02.2007 - 05.2008
- Taught Sixth and Seventh Grade Science and History
- Applied a variety of instruction strategies, such as inquiries group discussions and lectures
Front Desk Agent
Marriott Hotel
Houston, Texas
09.2007 - 04.2008
- Offered assistances to guest and provided essential elements to create loyal and happy guests
- Performed front desk, as well as behind the scene duties for complete customer satisfaction
- Organized, made, and canceled reservation bills
- Offered occasional valet parking and provided bell service and information related to events and meetings held in hotel and surrounding area
Student Teacher
Ault Elementary School
Cypress, Texas
08.2006 - 12.2006
- Helped with Open House to get parents involved in events
- Created and Presented curriculum on 4th grade Reading & Language Arts
- Taught students’ various lessons and activities
- Had Parent conferences
Education
MASTER OF SCIENCE - TRANSPOTATION PLANNING MANAGEMENT & POLICY
Texas Southern University
Houston, Texas06.2014
BACHELOR OF SCIENCE - SECONDARY EDUCATION INTERDISCIPLINARY STUDIES
Prairie View A&M University
Prairie View, Texas12.2006
Skills
- Customer Service
- Community Outreach
- Public Speaking
- Presentation
- Problem Resolution
- Microsoft Office Suite
- Occupational Safety/Health Administration (OSHA)
- Research
- Planning
- Education
- Training
- Supervisor
- Management
Timeline
Manager
Call Center Support
04.2023 - Current
Supervisor, Call Center Support & Training
Metropolitan Transit Authority of Harris County (METRO)
07.2019 - 03.2023
Training Specialist
Metropolitan Transit Authority of Harris County (METRO)
03.2017 - 07.2019
Customer Call Center Representative
Metropolitan Transit Authority of Harris County (METRO)
06.2014 - 03.2017
Kindergarten Teacher
Crossing Point Christian Academy
09.2010 - 02.2011
Supervisor, Public Administration & Professional Presentations
Texas Southern University – Center for Transportation Training & Research
08.2010 - 06.2014
Assistant Manager
Eddie Bauer Retail Store
12.2008 - 06.2010
Front Desk Agent
Marriott Hotel
09.2007 - 04.2008
Teacher
Accelerated Interdisciplinary Academy (AIA)
02.2007 - 05.2008
Student Teacher
Ault Elementary School
08.2006 - 12.2006
MASTER OF SCIENCE - TRANSPOTATION PLANNING MANAGEMENT & POLICY
Texas Southern University
BACHELOR OF SCIENCE - SECONDARY EDUCATION INTERDISCIPLINARY STUDIES
Prairie View A&M University
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