Ronald King

Call Center Supervisor

T-Mobile

10.2015 - 08.2024

Trained team members on performance metrics and consumer behavior identification.
Trained and coached sales team members on best practices for customer service and sales techniques.
Communicated customer feedback and complaints to team members to promote proper resolution.
Assisted sales team members in developing customer relationships, and building customer loyalty.
Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
Facilitated regular team meetings to discuss challenges, successes and strategies.
Scheduled and monitored sales team members' workloads to meet customer needs.
Monitored daily sales performance and provided feedback to each team member.
Enhanced team performance with consistent coaching, feedback, and development opportunities.
Communicated best practices among on-site and external personnel to align efforts and goals.
Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
Developed process controls and metrics for daily management of call center.
Worked well in a team setting, providing support and guidance.
Self-motivated, with a strong sense of personal responsibility.
Skilled at working independently and collaboratively in a team environment.
Worked flexible hours across night, weekend, and holiday shifts.
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
Maintained up-to-date knowledge of products and services offered to customers.
Coordinated with other departments to provide smooth execution of sales initiatives.
Designed and executed comprehensive training programs, elevating employee skill sets and expertise.
Reduced operational costs by identifying inefficiencies in existing processes and implementing targeted improvement measures.
Presented findings from data analysis at company meetings, informing decision-making processes and driving operational improvements.
Leveraged strong analytical skills to derive actionable insights from large datasets.
Engaged with customers to build rapport and loyalty.
Followed all company policies and procedures to deliver quality work.
Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Collaborated with cross-functional teams to achieve project goals on time and within budget.
Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
Improved payroll accuracy by thoroughly reviewing timesheets and addressing discrepancies.

Summary

Overview

Work History

Call Center Supervisor

Education

High School Diploma -

Skills

Timeline

Call Center Supervisor

High School Diploma -

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