Rodrick Watson
San Antonio,TX
Summary
Customer Service Supervisor with talent for Team Building and skill development. Strong knowledge of Coaching techniques. Communicative and team-oriented with proficiency in Quality Assurance programs. Proven history of fostering an environment based on accountability to meet team, individual and management objectives.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor
Charter Communications
09.2021 - 04.2022
- Coached and developed a Team of 15 Representatives on Key Performance Indicators such as Customer Satisfaction, Quality Assurance, Call management, and Resolution Rate
- Mentored developing Supervisors and Team Leads at the request of Site Manager
- Top 5% in Leadership Scorecard December, January, February
- Developed Coaching Form for Voice Analysis Program which allowed a review of 60-70% of each CSR’s interactions
- Instituted a rigorous coaching schedule that allowed me to visit with Team Members twice weekly.
Quality Assurance Manager
Expedia Group
11.2016 - 05.2020
- Established procedures and quality standards for Expedia partner network clients
- Kept records of quality reports and statistical reviews
- Supervised and guided 3rd party Quality Teams, Evaluators, and other staff in relation to contracted standards
- Appraised client requirements and worked to maintain high satisfaction rates
- Delivered reports on quality control metrics to internal departments for analysis as well as to Network Clients and vendors relating to the state of Quality metrics
- Collaborated with Network Clients to develop quality control criteria based on customer needs and intended product applications.
Senior Quality Assurance Analyst
Orbitz
03.2014 - 11.2016
- Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork
- Identified problematic areas deviated from quality standards and recommended corrective actions
- Worked with off-site teams to complete timely evaluations and facilitate smooth flow of data
- Worked alongside developers and other project stakeholders to understand function, features and testing needs of each program
- Created, edited, and updated project manuals and technical documentation used by entire QA team
- Trained 3rd Party Quality Managers and their staff in quality assurance methods and techniques onsite and remotely
- Compiled data on quality issues and vulnerabilities and reported all findings to the Senior Project Manager with suggestions for improvement
- Communicated with Operations as well as Learning and Development departments regarding observations and trends and implemented data based solutions.
Quality Assurance Supervisor
Travelocity
08.2012 - 01.2014
- Supervised onboarding and training of new personnel to maximize capacities of quality assurance team
- Enforced adherence to quality assurance procedures by reviewing subordinate's testing reports and following up on any deviations
- Maintained database of testing reports and calibration records using NICE and Verint recording systems
- Consulted with management and personnel to educate on QA standards
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues
- Collaborated with management to discuss effective plans for resolving major quality problems
- Consulted with product owners and developers to fully understand intended features and functionality in relation to Quality Programs
- Trained end users on software and hardware functionality, best practices and protocols
- Drove profitability by developing long-term client relations and eliminating redundancies and overlap of vendor contracts.
Senior Supervisor
Travelocity
05.2007 - 08.2012
- Led Premium Customer Service Team to 6 consecutive quarters of top of class ratings
- Worked with Team Members to Develop their skills and correct deficiencies with constant coaching process that focused on their accountability
- Mentored 6 agents as a part of internal development program that helped them realize a path toward Leadership
- Led new hires through company onboarding procedures, training and instructing on demands of various positions and instilling company values
- Identified and corrected performance and personnel issues to reduce impact to business operations
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance
- Conducted employee evaluations and reviews.
Licensed Service Agent
Goosehead Insurance Agency
San Antonio, TX
09.2022 - Current
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Assisted clients with personal Insurance needs, resolving issues promptly and professionally for improved client relations.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Educated clients on Home and Auto Insurance policies and assisted them in tailoring their policy to their specific needs.
Education
Some College (No Degree) - Business Administration
Palo Alto College
San Antonio, TXSkills
- Team Building
- Skill development
- Analytical
- Relationship building
- Critical thinking
- Customer Service minded
- Quality Process Experience
- Communication
Timeline
Licensed Service Agent
Goosehead Insurance Agency
09.2022 - Current
Customer Service Supervisor
Charter Communications
09.2021 - 04.2022
Quality Assurance Manager
Expedia Group
11.2016 - 05.2020
Senior Quality Assurance Analyst
Orbitz
03.2014 - 11.2016
Quality Assurance Supervisor
Travelocity
08.2012 - 01.2014
Senior Supervisor
Travelocity
05.2007 - 08.2012
Some College (No Degree) - Business Administration
Palo Alto College