Phylicia Wallace
Tampa,FL
Summary
Dynamic leader with a proven track record at Epiq Class Action and Mass Tort Solutions, excelling in team building and performance evaluations. Elevated team productivity through effective coaching and leadership, significantly reducing error rates. Skilled in call center operations and fostering teamwork, consistently delivering exceptional customer service and meeting rigorous quality standards.
Overview
8
8
years of professional experience
Work History
Team Leader
Epiq Class Action and Mass Tort Solutions
Tampa, FL
08.2018 - 12.2024
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Manage time card approvals, and have the ability to manage the escalations log to ensure timely follow-up.
- Assist on the phones when necessary, and handle escalated calls.
- Managed utilization, identified escalation trends, and worked with the supervisor on solutions.
- Provided general assistance on the floor, including system set-up, troubleshooting computer-related issues, and answering questions. Walk the floor, field questions, perform side-by-sides, and generally be available to your team.
- Ensured the team is adhering to the company’s and clients' policies and procedures.
- Completed quality assurance for agents, not only for specialty cases, but also for multi-case clients.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Offered training and support to keep team members motivated and working toward objectives.
Supervisor
Epiq Class Action and Mass Tort Solutions
Tampa, FL
06.2022 - 02.2023
- Managed team of XX employees, ensuring high productivity and quality standards were met.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Implemented quality control measures, significantly reducing error rates.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
Contact Center Associate
Epiq Class Action and Mass Tort Solutions
Tampa, FL
07.2016 - 08.2018
- Answered calls professionally.
- Respond to the caller's inquiries.
- Research required information using available resources,
- Identify and escalate more complex issues to the research team.
- Navigate multiple computer applications relative to the position.
- Demonstrate the ability to deal with difficult situations over the phone, while maintaining a high level of professionalism.
- Adhere to the assigned schedule and call flow.
- Monitored performance metrics such as average handle time and first call resolution.
Education
Technical Diploma - Certified Nurse Assistant
Ultimate Medical Academy
Tampa, FL09-2011
High School Diploma -
Wharton High School
Tampa, FL05-2008
Skills
- Team building
- Coaching
- Call center operations
- Performance evaluations
- Verbal and written communication
- Team motivation
- Leadership
- Team supervision
- Teamwork and collaboration
References
References available upon request.
Timeline
Supervisor
Epiq Class Action and Mass Tort Solutions
06.2022 - 02.2023
Team Leader
Epiq Class Action and Mass Tort Solutions
08.2018 - 12.2024
Contact Center Associate
Epiq Class Action and Mass Tort Solutions
07.2016 - 08.2018
Technical Diploma - Certified Nurse Assistant
Ultimate Medical Academy
High School Diploma -
Wharton High School
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