Quinita Riggins
Akron,OH
Summary
Childcare professional with commitment to high standards and delivering results. Proven track record in maintaining safe and stimulating environment for children while accommodating varying needs and schedules. Known for strong team collaboration and adaptability, ensuring seamless care and support.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. A
Overview
18
18
years of professional experience
Work History
Customer Service Call Center Supervisor
Summit Advantage LLC
Fairlawn, OH
10.2021 - Current
- Manage and oversee a team of 20 plus call center agents.
- Within 3 months Improved employee turnover percentage by 70 percent by supporting and motivating agents through communication and feedback.
- Measures Key Performance Indicators such as quality control, Inbound/Outbound calls, call waiting, hold times, and call abandonment
- Improved employee morale within one month of implementing an employee recognition program.
- Increased quality control percentages by 15% with monthly and annual performance reports
- Creates targets and goals for improvement
- Recommends changes to improve quality of results
- Provides service information by offering assistance, answering questions and creating reading modules.
- Track employee attendance and ensure policy and procedures are complied with.
- Assists in onboarding and hiring new employees
Local Community Official
Toys for Tots Marine Corp
Akron, OH
09.2020 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Customer Care Team Leader
Summit Advantage
Akron, OH
01.2021 - 10.2021
- Review agent accounts for accuracy, identify errors, and update as necessary
- Provide guidance on contracts/research and precise responses to agent inquiries and issues related to products and services.
- Guide agents on resolving billing/payment issues and managing enrollments with a utility company
- Work in partnership with the management team to strengthen customer care agents and other service teams, enhancing overall customer satisfaction
- De-escalate issues involving customer dissatisfaction by listening, expressing empathy & offering customer support
- Led customer service team to enhance response times and improve overall satisfaction ratings.
- Developed training programs for new hires, fostering skill development and operational efficiency.
Youth Development Professional
Boys and Girls Club
Akron, OH
03.2012 - 08.2016
- Developed and implemented engaging youth programs to promote personal growth and skill development.
- Facilitated workshops and activities to enhance social skills and teamwork among participants.
- Mentored junior staff, providing guidance on best practices for youth engagement strategies.
- Assessed program effectiveness through feedback and adjusted initiatives accordingly for improved outcomes.
Childcare Administrative Assistant
All Aboard Daycare
Cuyahoga Falls, OH
11.2007 - 01.2012
- Supervised children's entry/exit of home
- Streamlined office processes to enhance operational efficiency and reduce redundancies.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Prepared meals
- Classroom supervision
Education
Bachelor of Arts - Psychology
American Public University System
Charles Town, WV02-2018
Skills
- Microsoft Office
- Strong communication skills
- Excellent multitasker
- Windows 10
- Active listening
- Customer service (10 years)
- Adult Development (10 years)
- Mentoring-developing children (20 years)
Timeline
Customer Service Call Center Supervisor
Summit Advantage LLC
10.2021 - Current
Customer Care Team Leader
Summit Advantage
01.2021 - 10.2021
Local Community Official
Toys for Tots Marine Corp
09.2020 - Current
Youth Development Professional
Boys and Girls Club
03.2012 - 08.2016
Childcare Administrative Assistant
All Aboard Daycare
11.2007 - 01.2012
Bachelor of Arts - Psychology
American Public University System