Summary
Work History
Education
Skills
Timeline
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Ruth Potts

Colorado Springs,Colorado

Summary

Results-driven Call Center Manager with a focus on developing and leading exceptional call center teams. Consistently delivering successful outcomes for direct reports and customers, I have a proven track record of overseeing and optimizing operations for multiple call centers and departments. Skilled in managing teams, improving performance metrics, and implementing strategic initiatives. Adept at handling technical aspects and providing comprehensive reporting to corporate entities. Capable of managing overseas and third-party call centers along with local call center management responsibilities. Brings self-motivation, proven leadership, organizational, and customer retention skills to the table every day. Strong ability to independently solve problems and keep teams on task to handle diverse business requirements with five star service.

Work History

Call Center Manager

Mortgage solutions
  • Stood up a new call center with a full conversion from a BPO to an in-house Call Center.
  • Managing and building the IVR in the Five9 environment.
  • Hired and trained brand-new staff on all levels.
  • Building new scheduling models based off of BPO data and incoming new data.
  • Reduced average handle time with the development of comprehensive agent scripts and troubleshooting guides.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.


Call Center Manager

Regent
  • Successfully managed seven call centers, overseeing performance, attendance, and customer contact traffic.
  • Managed and Developed IVR in the Gladly and Zendesk environments.
  • Supervised the overseas third-party call center handling overflow contacts for three call centers.
  • Managed additional departments: Drop Ship, Amazon/Walmart Sales, and Data Entry.
  • Provide detailed reporting to corporate entities for each brand.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Led daily team meetings to review performance, set targets and motivate staff.

WFH Direct Sales

Home Advisor
  • Conducted outbound sales to business owners, consistently exceeding the daily call requirement of 150-300 calls
  • Demonstrated a strong product knowledge to effectively communicate the benefits of Home Advisor services
  • Provided exceptional customer service, addressing inquiries, and building rapport with potential clients
  • Collaborated with team members to share successful sales strategies and contribute to a positive work environment.

Operations Analyst, Speech Analyst, and Customer Insights Team

Apex Systems for Wells Fargo


  • Developed and fine tuned the IVR in the Gladly environment.
  • Led the data compilation and analysis of customer experiences through targeted call listening.
  • Gathered data and contributed to the development of in-depth case studies on strategic business topics, including customer experience, risk management, operational efficiency, and coaching routines.
  • Demonstrated ability to track process audits, as well as a deep understanding of relevant compliance and regulatory principles.
  • Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.


Inbound Sales Supervisor, Retention Supervisor, and Call Center Agent

Comcast Cable
  • Conducted weekly coaching sessions aimed at developing strengths and addressing areas of opportunity, creating a strategic framework for success.
  • Initiated and piloted a call Average Handling Time (AHT) program, successfully assisting employees with high call times in reducing AHT while maintaining top-notch customer service.
  • Introduced a call-out program for employees who called off, resulting in a 62% increase in attendance on bad weather days.
  • Conducted yearly and mid-year performance evaluations for each employee under my supervision.
  • Actively engaged in the new hire training environment, facilitating a smooth transition for new agents from the training room to the production floor.
  • Optimized sales scripts by incorporating customer feedback and industry best practices, leading to more engaging interactions with potential clients.
  • Partnered with the product development team to relay valuable customer insights, helping improve existing offerings and shape future product lines.

Education

Associate of Applied Science -

Pikes Peak Community College
Colorado Springs, CO

Skills

  • Call Center Operations
  • Software expertise (Gladly, Five9, Nice,Zendesk, SalesForce, MSP, CSG, Microsoft)
  • Employee Motivation
  • Recruitment and hiring
  • Staff Training
  • Performance Improvements
  • Hiring oversight
  • KPI Tracking
  • Quality controls
  • Workforce Management
  • Productivity Standards
  • Script Development
  • Process updates
  • Retention Strategies (Both customer and employee)
  • Escalation management
  • Training Management
  • Reliability
  • Excellent Communication
  • Professional and Courteous

Timeline

Call Center Manager

Mortgage solutions

Call Center Manager

Regent

WFH Direct Sales

Home Advisor

Operations Analyst, Speech Analyst, and Customer Insights Team

Apex Systems for Wells Fargo

Inbound Sales Supervisor, Retention Supervisor, and Call Center Agent

Comcast Cable

Associate of Applied Science -

Pikes Peak Community College

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Ruth Potts