Shakesha Diggs
Union,NJ
Summary
Accomplished and results-driven Call Center Manager with over 10 years of experience in leading high-performing teams, optimizing call center operations, and delivering exceptional customer service. Proven track record in improving key performance indicators, implementing efficient processes, and enhancing team productivity. Adept at cultivating positive work environments, training and coaching staff. Seeking a leadership position in a growth-oriented organization to leverage my expertise in driving operational excellence and ensuring outstanding customer experiences.
Overview
19
19
years of professional experience
Work History
Call Center Manager
NVA
Clifton, NJ
12.2021 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Manages 20 plus Customer service representatives in providing excellent customer service to callers requiring assistance for Vision Insurance.
- Executed Monthly Performance Plans with representatives to identify production gaps
Customer Service Team Lead
Conduent
12.2009 - 11.2018
- Handle customer service inquiries, complaints, billing questions service requests
- Repaired trust by calming angry customers and locating resources for problem resolution
- Became the lead 'go-to' person for new reps and particularly challenging phone calls as one of the customer's mentors and trainers of both new and established employees
- Helped company raise customer service rating.
Consultant
Verizon
10.2005 - 12.2009
- Retained customers by offering incentives and solving customer complaints
- Provided updates on new products and educated eligible customers to help optimize their services
- Consistently met monthly quotas and received bonuses.
Education
Health Services Administration
Berkeley College
Newark, NJ06.2009
Kempsville High School
Virginia Beach, Virginia06.2001
Skills
- Employee Motivation
- Complaint Resolution
- Staffing and Scheduling
- Employee Coaching
- Excellent communication
- Coaching and mentoring
- Empathy and understanding
- Active listening
- Call monitoring
Timeline
Call Center Manager
NVA
12.2021 - Current
Customer Service Team Lead
Conduent
12.2009 - 11.2018
Consultant
Verizon
10.2005 - 12.2009
Kempsville High School
Health Services Administration
Berkeley College