Shamira English
Trenton,NJ
Summary
Dynamic leader at Henry J Austin Health Center with expertise in customer service and call center management. Proven track record of enhancing team performance and driving client satisfaction through strategic leadership and targeted staff development initiatives. Strong skills in operational efficiency and team motivation support a commitment to achieving organizational goals.
Overview
11
11
years of professional experience
Work History
Supervisor of Call Center
Henry J Austin Health Center
Trenton, NJ, NJ
06.2021 - 07.2024
- Assessed quality of calls and delivered targeted feedback to boost performance.
- Supervised employee productivity, ensuring timely goal completion.
- Optimized team performance via effective instruction on service and call management.
- Led a team of 25-30 agents to deliver outstanding customer support.
- Implemented assessment strategies and initiated events to foster team motivation.
- Enhanced client contentment by handling and resolving inquiries efficiently in one call.
- Trained team members on performance metrics and consumer behavior identification.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Streamlined processes by ensuring staff competency in technical and service standards.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Trained call center employees for leadership roles.
- Maintained call center equipment in good working order to maximize productivity.
- Established and oversaw performance targets for call center associates.
- Implemented metrics for quality assessment.
- Compiled and analyzed statistics for call centers, focusing on customer service metrics.
- Collaborated with other departments to streamline processes and improve service delivery.
Call Center Lead
Henry J Austin Health Center
Trenton, NJ
07.2016 - 06.2021
- Achieved positive customer experiences by creating welcoming environments.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided exceptional support based on customer requests.
- Maintained up-to-date knowledge of product and service changes.
- Guided incoming team members through corporate procedures and guidelines.
- Solved issues and provided product information through various communication channels exceeding 100 contacts per day.
- Recognized for consistently surpassing service standards.
- Facilitated clear communication among team members, external partners, and clientele.
- Filled in for customer service managers, ensuring seamless operations.
- Effective liaison between customers and internal departments.
Mail Handler Assistant
United States Post Office
Trenton, NJ
08.2015 - 07.2016
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Used automated mail processing equipment to sort and collate mail.
- Ensured continuous sorting feed during operations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Member Service Representative
AAA Mid-Atlantic
Hamilton Square, NJ
11.2013 - 10.2014
- Assisted high number of customers daily with positive attitude.
- Supported members by addressing account, service, and system discrepancies with detailed process instructions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Developed detailed expertise on products and services, ensuring well-informed responses to a range of customer queries.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Maintained high levels of customer satisfaction through exceptional service.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ06-2027
Skills
- Visionary Leadership
- Complaint Resolution
- Staff Management
- Administration and Reporting
- Customer Service Expertise
- Conducting Disciplinary Actions
- Skilled in Microsoft Office Applications
- Performance Tracking and Evaluations
- Administrative Assistance
- Call Center Management
- Team Motivation Strategies
- Leadership Development Training
Education
Trenton, NJ,Tempe, AZ
Contact
Trenton, NJ 08610
Timeline
Supervisor of Call Center
Henry J Austin Health Center
06.2021 - 07.2024
Call Center Lead
Henry J Austin Health Center
07.2016 - 06.2021
Mail Handler Assistant
United States Post Office
08.2015 - 07.2016
Member Service Representative
AAA Mid-Atlantic
11.2013 - 10.2014
Bachelor of Science - Business Management
University of Phoenix
Similar Profiles
Lanesa DownsLanesa Downs
Associate Attorney at Henry Oddo Austin & Fletcher A Professional CorpoAssociate Attorney at Henry Oddo Austin & Fletcher A Professional Corpo
Jeremy HunoldJeremy Hunold
Groundskeeper/Facilities Assistant at Henry County Health CenterGroundskeeper/Facilities Assistant at Henry County Health Center
Yuvonda HopkinsYuvonda Hopkins
Client Care Counselor at Aaron E. Henry Community Health CenterClient Care Counselor at Aaron E. Henry Community Health Center