Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ra'quann Mitchell

Essex,MD

Summary

Proficient in managing schedules, administrative functions, and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and team leadership.

Overview

8
8
years of professional experience

Work History

Call Center Manager

Transcore
Baltimore, MD
07.2022 - Current
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Recruited and trained new employees to meet job requirements.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Audited customer account information to identify issues and develop solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Customer Service Call Center Supervisor

Verizon Wireless
Baltimore, MD
12.2019 - 06.2022
  • Conducted regular one-on-one meetings with team members to discuss progress and development needs.
  • Monitored call center performance metrics and identified areas for improvement.
  • Implemented strategies aimed at improving overall customer satisfaction levels.
  • Provided coaching and feedback to employees regarding customer service processes.
  • Enforced company policies, procedures, and standards related to customer service operations.
  • Ensured compliance with applicable laws, regulations, safety standards, policies, and procedures.
  • Maintained up-to-date knowledge of products, services, and industry trends to provide accurate information to customers.
  • Assisted with the recruitment process by screening resumes, conducting interviews, and providing recommendations for hiring decisions.
  • Established strong relationships with customers through active listening and problem solving skills.
  • Managed daily staffing schedules to ensure adequate coverage at all times.
  • Provided support to agents during peak volume periods or when additional assistance was needed.
  • Documented detailed reports of daily activities within the call center environment.
  • Built and maintained excellent professional relationships with key contacts to obtain potential leads.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Guided employees in handling difficult or complex problems.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.

Customer Service Associate

IKEA
Baltimore, MD
09.2018 - 12.2019
  • Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
  • Followed-up with customers after purchase to ensure satisfaction.
  • Escalated unresolved customer issues to the appropriate department or manager for resolution.
  • Educated customers on special pricing opportunities and company offerings.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
  • Maintained customer privacy and protected company operations by keeping information private and confidential.
  • Consulted with customers regarding needs and addressed concerns.
  • Trained new hires on products and services, best practices, and protocols to reduce process gaps.
  • Mentored junior team members and managed employee relationships.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Updated databases with new and modified customer data.

Customer Service Representative

Comcast
Baltimore, MD
06.2016 - 08.2018
  • Answered customer inquiries via phone, email, and chat.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained a high level of professionalism when dealing with difficult customers.

Education

High School Diploma -

Northwestern High School
Baltimore, MD
06-2015

Skills

  • Strong leadership
  • Team coaching
  • Escalation management
  • Productivity Standards
  • Quality controls
  • Complaint resolution
  • Recruitment and hiring
  • Call Center Customer Service
  • Staff Training
  • Retention Strategies
  • Call Center Operations
  • Employee Motivation
  • Call Monitoring

Timeline

Call Center Manager

Transcore
07.2022 - Current

Customer Service Call Center Supervisor

Verizon Wireless
12.2019 - 06.2022

Customer Service Associate

IKEA
09.2018 - 12.2019

Customer Service Representative

Comcast
06.2016 - 08.2018

High School Diploma -

Northwestern High School

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Ra'quann Mitchell