Open To Work
Priscilla Barmore
Fort Worth,TX
Summary
Results-driven individual with strong experience leading remote and hybrid teams, resolving escalations, and improving KPI's in high volume environments. Skilled in virtual team coaching, effective communication, QA monitoring, CRM systems, and workflow optimization. Known for strengthening team engagement, supporting call center operations, and delivering consistent customer focused results.
Overview
13
13
years of professional experience
Work History
Customer Support Supervisor
Atrium/Public Partnerships LLC
Fort Worth, Texas
03.2025 - 03.2026
- Coached, mentored, and developed a team of 15-18 support agents in a remote setting through regular 1:1's, performance reviews, and targeted skill‑building sessions.
- Managed daily operation activities by organizing, delegating tasks and expectations to team leaders and remote call center agents.
- Monitored KPIs such as handle time, first‑call resolution, and customer satisfaction scores, implementing action plans to improve performance and reducing escalations by 25%.
- Worked collaboratively with cross-functional teams (QA, Learning and Development, Payroll) to support accounting processes and decrease financial discrepancies.
- Managed escalated customer cases, by providing timely resolutions and improving overall customer satisfaction.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Answering chat questions for team members for clear understanding of company policy and procedures.
- Creating team newsletters for educational purposes due to rapid updates to maintain customer satisfaction.
- Created detailed reports of each remote agent's performance metrics for senior management review/feedback.
- Ensured compliance with company policies, service guidelines, and regulatory requirements.
- Analyzed support trends and provided leadership with data‑driven recommendations to reduce repeat contacts and improve efficiency.
Team Lead Assistant
Teletech/United Healthcare Contract
Burleson, Texas
10.2023 - 03.2025
- Collaborating with operations by providing feedback on team one on ones, improving customer success and retention rate by 10%
- Answering team questions and assisting with complex customer situations to improve customer experience.
- Collaborate with coworkers, management, and other departments to help coordinate problem solving in an effective and timely manner.
- Coordinate and lead monthly team meetings, providing key performance updates and actionable insights.
- Demonstrate ability to abide by compliance and grievance guidelines to promote accountability and one call issue resolutions to members
- Respond to inbound/outbound escalation phone calls in a call center atmosphere.
- Accurately documenting accounts with clear communication, to resolve member inquiries in a timely manner
- Led a team of 20-plus advocate associates, mentoring and developing team members to improve performance metrics by 20%.
- Train new advocates in proper protocol, system navigation, troubleshooting strategies, to ensure customer satisfaction.
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with leadership to resolve escalated issues
Benefits Coordinator
American Income Life
Burleson, Texas
02.2023 - 10.2023
- Managed a team of 15 insurance agents: including overseeing their accounts, conducting performance reviews
- Distributed benefit enrollment materials and assessed eligibility for clients, ensuring accurate and timely delivery of essential information
- Assisted employees in enrolling in and understanding their benefits, including answering questions and providing support with the enrollment process through one-on-one consultations and group informational sessions
- Handled incoming customer service calls with professionalism and courtesy, resolving inquiries and issues promptly to maintain high customer satisfaction
- Created and explained individualized policies using our needs analysis system, tailoring solutions to meet each client's unique needs
- Collaborated with management teams to stay up to date on new products, services, and policies, ensuring accurate and up-to-date information was communicated to clients
- Completes application and other necessary paperwork and obtain underwriting approval
- Designed and administered comprehensive employee benefit programs, including healthcare, retirement, and time-off policies, and provided support to employees in enrolling in and understanding their benefits
- Provided guidance and support to managers and employees on HR policies and procedures, including conducting trainings and providing one-on-one support as needed
- Conducted performance evaluations for all employees and provided feedback to facilitate career development and growth, including setting and tracking development goals
Staffing Coordinator
Amazon
Fort Worth, Texas
11.2019 - 02.2023
- Managed day-to-day New Hire Orientation including scheduling and rescheduling candidates' appointments and staffing employees necessary for New Hire Orientation
- Informed employees in compensation, benefits, work assignments and transfer opportunities
- Tracked and reported key metrics designed to measure and predict staffing activity
- Proactively identify opportunities for elevation supporting candidate activity to ensure all electronic paperwork is completed on time and efficiently
- Consulted with stakeholders to implement processes that mitigate risk and improve candidate experience
- Partner with Senior Operations team, Planning team and Senior HR Business Partners across the Fort Worth, TX and Dallas, TX nodes for staffing needs
- Provided follow-up correspondence to candidates on recruiting status via phone and email
- Brainstormed and initiated on and off-site events such as community fairs, hiring events and job fairs: staffing over 12 departments across 9 sites
- Manage and resolve escalations while in direct contact with candidates
Sales Representative
Vandergriff Chevrolet
Arlington, Texas
07.2018 - 03.2019
- Identified key trends and customer needs, leverages industry knowledge application and utilized consultative skills to close opportunities
- Performed customer needs analysis to determine best item for purchase
- Conducted incisive and insightful research of markets and competitors
- Adjusted sales techniques according to interactions and results in the field
- Generated leads by committing to customer service and building relationships
- Delivered sales metrics and improving customer satisfaction
Processing Clerk
United States Postal Service
Sarasota, Florida
08.2013 - 12.2017
- Motivated team members to meet company goals and push for success with internal and external teams
- Continually evaluated and refined processes to optimize efficiency and the customer experience
- Demonstrated strong customer service skills while delivering mail to homes and businesses
- Operated sorting machines to efficiently categorize and direct mail items.
- Handled a high volume of mail while ensuring accuracy and timely delivery
- Trained new staff on operational processes and equipment usage.
Skills
- Workday
- MS Office
- G Suite
- Salesforce
- CRM Systems
- Call center management
- Escalation handling
- Cross-functional collaboration
- Employee Onboarding/training
- Performance monitoring/management
- Verbal and written communication
- Task delegation
- Administration and operations
- Reporting and analytics
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$45000/yr - $200000/yrTimeline
Customer Support Supervisor
Atrium/Public Partnerships LLC
03.2025 - 03.2026
Team Lead Assistant
Teletech/United Healthcare Contract
10.2023 - 03.2025
Benefits Coordinator
American Income Life
02.2023 - 10.2023
Staffing Coordinator
Amazon
11.2019 - 02.2023
Sales Representative
Vandergriff Chevrolet
07.2018 - 03.2019
Processing Clerk
United States Postal Service
08.2013 - 12.2017