Razgima Mckinley
Maplewood,NJ
Summary
Personable and motivated business professional, flexible and versatile. Able to keep calm under pressure. Poised and competent. Excellent team - building skills, active listener and a quick learner.
Overview
11
11
years of professional experience
Work History
Shift Supervisor
InspiriTec Inc.
Newark , NJ
12.2023 - Current
- Oversee 6 Teams, scheduling, ADP and assist my Teams with calls.
- Process and complete daily reports and escalation.
- Resolve conflicts within the office.
- Schedule meetings on Teams and go over materials.
- Create material and exercises for knowledge based.
- Train new and seasoned employees and monitor the queue.
- Fix schedule and time off request.
- Worked on 47 boards for Consumer affairs
- Assist applicants with application process and renewing their license.
- Work with multiple systems for status update of applications.
- Supervised daily operations and ensured adherence to company policies.
- Trained and mentored new staff on customer service protocols.
- Answered 30 to 65 inbound calls per day and outbound calls. Directed to designated individuals or departments.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Resolved average of 150 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
- Answered customer questions and addressed concerns, resulting in 4% reduction in complaint calls.
- Escalated customer concerns regarding applicants that have been prolonged in Consumer Affairs System.
- Documented conversations with customers to track requests, problems and solutions.
- Able to go over Law's and Regulation's with caller. Take on project's and finish them in a timely matter.
- Coordinated team schedules to optimize coverage and efficiency.
- Conducted quality checks to maintain service standards and compliance.
- Resolved customer inquiries and escalated issues as needed.
- Implemented process improvements to enhance workflow effectiveness.
- Facilitated team meetings to discuss performance and address challenges.
- Provided on-the-job training to new staff members.
- Communicated clearly with employees regarding job duties, expectations, and policies.
- Addressed any issues that arose during the shift in a proactive manner.
- Resolved customer complaints and reported issues to senior management.
- Monitored staff performance to ensure quality standards were met.
- Ensured all safety and sanitation regulations were met throughout the shift.
- Assisted upper management with daily operations to meet standards of service and quality.
- Collaborated with team members to improve performance and implement training updates.
- Provided feedback to employees regarding their performance in order to improve productivity.
- Reviewed employee time sheets for accuracy prior to submitting them for payroll processing.
- Recruited, hired, and mentored new team members, working closely with human resources department.
- Trained new employees on company policies and procedures.
- Resolved conflicts between staff members in a timely manner.
- Upheld company standards and compliance requirements for operations.
Assistant Operations Associate
Jackpocket
Fishkill, NY
03.2021 - 02.2022
- Work for NY Lottery App.
- Process online NY lottery tickets.
- Process redemptions
- Upload online tickets.
- Box tickets.
Insurance Agent
Bloom Insurance Agency
Bloomington, IN
10.2020 - 12.2020
- Engaged customers and provided high level of service by carefully explaining details about Insurance Policies,
- Analyzed customer needs and provided best options, upselling products and services.
- Supported customers with individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
- Provided quick turnaround time when customers called with questions, usually within one hour.
- Inbound and outbound call center. Answered 60 calls a day. Work from home.
Customer Service Representative
Inspiritec
Newark, NJ
05.2015 - 01.2020
- Worked on 47 boards for Consumer affairs
- Assist applicants with application process and renewing their license.
- Answered 30 to 65 inbound calls per day and directed to designated individuals or departments.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Resolved average of 150 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
- Answered customer questions and addressed concerns, resulting in 4% reduction in complaint calls.
- Escalated customer concerns regarding applicants that have been prolonged in Consumer Affairs System.
- Documented conversations with customers to track requests, problems and solutions.
- Able to go over Law's and Regulation's with caller. Take on project's and finish them in a timely matter.
Education
Certificate - Certified Medical Assistant
Drake College of Business
Newark, NJ03.2009
Phlebotomy
Phlebotomy Career Training LLC
Garden City, MI 48135Skills
- Technologically savvy
- Conflict resolution
- Adaptive team player
- Call center experience
- Office equipment proficiency
- Problem-solving abilities
- Organizational strengths
- Inbound and outbound calling
- Active listening
- Performance management
- Attention to detail
- Motivational techniques
- Data documentation
- Workplace safety
- Scheduling coordination
- Customer-oriented
- Shift leadership
- Quality control assurance
- Positive attitude
- Verbal and written communication
- Staff supervision
- Emergency response planning
- Staff education and training
Timeline
Shift Supervisor
InspiriTec Inc.
12.2023 - Current
Assistant Operations Associate
Jackpocket
03.2021 - 02.2022
Insurance Agent
Bloom Insurance Agency
10.2020 - 12.2020
Customer Service Representative
Inspiritec
05.2015 - 01.2020
Phlebotomy
Phlebotomy Career Training LLC
Certificate - Certified Medical Assistant
Drake College of Business