Summary
Overview
Work History
Skills
Timeline
Generic

Rodney Newson

Augusta,Ga

Summary

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

8
8
years of professional experience

Work History

Call Center Manager

T-MOBILE
Augusta, Ga
01.2017 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Supervised 60 Customer service reps in providing excellent customer service to callers requiring assistance for billing.
  • Managed scheduling for agents and product specialists to foster increased productivity.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Developed quality employees within call center to take over leadership positions.
  • Established and oversaw performance targets for call center associates.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.

Escalations Manager

ELECTROLUX
Augusta, Ga
01.2014 - 01.2016
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Monitored front areas so that questions could be promptly addressed.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Supervised 30 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.

Skills

  • Safety Awareness
  • POS Inventory System Operation
  • Special Assignments
  • Managing Operations and Efficiency
  • Employee Coaching and Motivation
  • Technical Proficiency
  • Administration and Reporting
  • Constructive Feedback
  • Customer Needs Assessments
  • Employee Support
  • Safety Rules
  • Data Accuracy
  • Outbound Telemarketing
  • Human Resource Management
  • Motivational Leadership

Timeline

Call Center Manager

T-MOBILE
01.2017 - Current

Escalations Manager

ELECTROLUX
01.2014 - 01.2016
Rodney Newson