Radeyah Blakely
Parsippany,New Jersey
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Contact Center Manager
Sonova ACUS
04.2017 - 10.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained over 100 team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Trained and guided team members to maintain high productivity and performance metrics which lead to revenue of over $2 million monthly
Caregiver
N/A
08.2015 - 04.2017
- Took care of parent who was diagnosed with stage 4 cancer for two years
Assistant Director
Community Access Unlimited
01.2010 - 08.2015
- Assisted in conducting needs assessments to identify key areas of service needs.
- Developed and maintained relationships with community organizations and agencies.
- Facilitated outreach activities to build community awareness.
- Facilitated communication between clients and other service providers.
- Monitored progress towards service plan goals.
- Secured housing, medical care, and employment for clients by collaborating with various community agencies.
Intern
Division Of Youth And Family Services
01.2007 - 01.2009
- Interned in the Foster care Unit
- Conducted On Site Visitations & Emergency
- Home Evacuations
Education
Bachelor of Arts - Sociology & Minor in Psychology
William Paterson University of New Jersey
Wayne, NJ05.2009
Skills
- Data analysis
- Staff recruitment
- Coaching and mentoring
- Quality assurance
- Time management
Timeline
Contact Center Manager
Sonova ACUS
04.2017 - 10.2023
Caregiver
N/A
08.2015 - 04.2017
Assistant Director
Community Access Unlimited
01.2010 - 08.2015
Intern
Division Of Youth And Family Services
01.2007 - 01.2009
Bachelor of Arts - Sociology & Minor in Psychology
William Paterson University of New Jersey