Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Shanicqua Blackwell

Atlanta,Georgia

Summary

Dynamic Call Center Supervisor with a proven track record at Convergys, excelling in quality assurance and coaching. Enhanced team performance through strategic training, resulting in improved customer satisfaction and reduced handle time. Adept at multitasking and fostering employee motivation, driving a culture of excellence and accountability.

Knowledgeable and strong background in managing call center operations and enhancing team performance. Successfully led initiatives to improve customer satisfaction and streamline processes. Demonstrated leadership and problem-solving skills in high-pressure environments.

Experienced with call center team leadership, motivating staff to achieve high performance and customer satisfaction. Utilizes strategic planning to optimize workflow and address challenges effectively. Track record of maintaining quality assurance and implementing training programs to boost team capabilities.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

16
16
years of professional experience

Work History

Call Center Supervisor

Convergys
02.2023 - 07.2025
  • Supervised a team of 10–16 Customer Service Representatives, delivering high-quality support for billing, account, and technical inquiries while maintaining 95%+ quality assurance scores.
  • Coached, trained, and developed agents, improving first-call resolution by 10% and reducing average handle time (AHT) to consistently meet service level agreements (SLAs).
  • Monitored daily operations for both remote and in-office teams, providing performance feedback and implementing strategies that boosted customer satisfaction scores (CSAT) by 8%.
  • Collaborated with management to analyze call metrics, implement process improvements, and support a high-volume contact center handling 1,500+ calls daily.
  • Monitored call quality and delivered constructive feedback, driving continuous improvement in performance and compliance.
  • Trained staff on performance metrics, customer service protocols, and consumer behavior identification to strengthen service delivery.
  • Developed and implemented process controls and call center metrics to improve daily management and reporting accuracy.
  • Enhanced team performance through consistent coaching, career development opportunities, and skills-based training.
  • Improved customer satisfaction by resolving escalated issues efficiently and ensuring timely support for complex inquiries.
  • Reduced AHT by standardizing call-handling techniques, troubleshooting steps, and effective scripting strategies.
  • Increased efficiency and productivity by cross-training employees on technical procedures and multi-channel customer service practices.
  • Partnered with cross-functional departments to ensure seamless coordination, accelerating resolution times for customer concerns.
  • Promoted employee engagement by recognizing top performers, implementing incentive programs, and fostering team accountability.
  • Oversaw employee performance to ensure accurate goal prioritization, resulting in consistent achievement of sales and productivity targets.
  • Designed customized performance evaluations to highlight strengths and address skill gaps, improving overall agent effectiveness.
  • Improved caller satisfaction through robust quality assurance protocols, ensuring consistent service delivery across the team.
  • Developed and enforced policies and compliance procedures, aligning team operations with company and client standards.
  • Communicated customer feedback to agents and management, driving improved issue resolution and service delivery.
  • Trained and coached staff on customer service best practices, sales techniques, and performance expectations, resulting in measurable productivity gains.

Virtual Customer Service Representative

Converygys
07.2021 - 02.2023
  • Navigated multiple systems concurrently to efficiently handle 50–7 inbound and outbound calls per day, maintaining accuracy and attention to detail.
  • Delivered multi-channel support via phone, email, and chat, ensuring prompt and professional resolution of customer needs, achieving average call response times under 30 seconds.
  • Implemented strategies for issue handling, reducing wait times by 15% and improving overall service efficiency.
  • Resolved customer complaints effectively, contributing to higher retention rates and improved satisfaction scores.
  • Identified opportunities for upselling products and services, increasing company revenue while strengthening customer loyalty.
  • Assisted customers with billing, payment processing, and account support, ensuring clarity and compliance with company policies.
  • Troubleshot and resolved technical issues quickly, ensuring minimal disruption and reducing repeat contacts.
  • Maintained up-to-date knowledge of products, services, and company policies to provide accurate and informed assistance.
  • Managed high call volumes while maintaining professionalism, patience, and a positive customer experience.
  • Strengthened client relationships by providing personalized attention and proactively addressing unique needs.
  • Followed up with customers after resolution to ensure satisfaction and reinforce service excellence.
  • Collaborated with internal departments to ensure timely escalations and seamless problem resolution.
  • Educated customers on product use, account features, and company procedures, reducing repeat inquiries and increasing efficiency.

Commercial Truck Driver

New Prime Inc.
12.2017 - 04.2021
  • Finalized daily logs on schedule to update internal records and maintain compliance with DOT regulations.
  • Coordinated with shippers, receivers, brokers, and other stakeholders to ensure smooth logistics operations and timely deliveries.
  • Demonstrated safe driving practices by following regulations and safety procedures, maintaining a zero-accident record.
  • Collaborated with dispatchers to optimize routes and proactively resolve delays, maximizing efficiency.
  • Obtained receipts, signatures, and collected payments when required for delivered goods.
  • Provided reliable long-haul transportation while adhering to company guidelines for rest breaks, hours of service, and safety standards.
  • Increased on-time deliveries through efficient route planning and time management.
  • Minimized delays by adjusting routes for changing traffic and weather conditions.
  • Reviewed shipping documentation and manifests to verify accuracy of inventory and ensure proper deliveries.
  • Maintained detailed records of deliveries, mileage, customer issues, and vehicle maintenance for management and billing purposes.
  • Trained new drivers on company policies, safety procedures, and industry best practices.
  • Performed pre- and post-trip inspections to identify maintenance needs and ensure vehicle safety.
  • Conducted minor vehicle repairs as needed to maintain fleet functionality during long-haul trips.
  • Secured loads using chains, straps, covers, and binders to prevent damage during transport.
  • Communicated professionally with customers to address complaints and resolve issues efficiently.
  • Obtained and maintained all required permits and licenses for legal operation of commercial vehicles.

Customer Care Associate (Virtual/Remote)

Amazon.Inc
11.2014 - 08.2017
  • Delivered world-class support that contributed to positive customer reviews and strengthened brand reputation.
  • Handled large volumes of inbound calls, emails, and chats daily, balancing speed and accuracy to maintain exceptional service standards.
  • Recorded all interactions in CRM systems, ensuring transparency across departments and accurate case tracking.
  • Adjusted communication style to meet customer needs, improving clarity, rapport, and overall satisfaction.
  • Provided troubleshooting for technical and account-related issues, reducing product returns and improving customer loyalty.
  • Navigated multiple platforms simultaneously to locate information and process requests efficiently without sacrificing quality.
  • De-escalated difficult situations with professionalism, achieving resolutions that balanced customer needs with company policies.
  • Acted as a liaison between customers and internal teams, ensuring quick resolution of complex issues.
  • Gained proficiency with Amazon’s proprietary tools and systems, improving speed and productivity in virtual support.
  • Collaborated with management in weekly meetings to share feedback, track progress, and align with performance goals.
  • Consistently achieved or exceeded key performance indicators (KPIs), including customer satisfaction, resolution time, and quality scores.
  • Demonstrated strong call control skills, identifying issues quickly while keeping average handle times low.
  • Recognized urgent and crisis situations, coordinating with appropriate departments to provide immediate assistance.
  • Followed up on unresolved cases to ensure closure and maintain customer trust.
  • Assisted customers with billing, payment processing, and account navigation, providing step-by-step guidance.
  • Encouraged self-service adoption by walking customers through Amazon’s online tools and resources.
  • Maintained discretion when handling sensitive financial and account information, upholding strict data privacy standards.
  • Promoted brand loyalty by showing empathy and personalized support, tailoring solutions to individual customer preferences.
  • Served as a subject matter expert for product-related questions, enabling faster resolutions for complex inquiries.
  • Anticipated potential customer concerns and proactively addressed them before escalation occurred.

Team Lead

Walmart
06.2012 - 10.2014
  • Promoted a positive and productive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Collected, organized, and accurately entered information into digital databases to maintain up-to-date operational records.
  • Served as a role model for professionalism and excellence, consistently demonstrating adherence to company policies and values.
  • Evaluated customer needs and feedback to support product and service improvements.
  • Assessed staff performance and provided coaching and guidance to address inefficiencies and enhance productivity.
  • Built strong, professional relationships with team members to resolve issues quickly and maintain smooth operations.
  • Conducted regular progress reviews and one-on-one meetings to identify development opportunities and guide career growth.
  • Trained and coached team members in job-specific tasks and best practices, ensuring high-quality work performance.
  • Collaborated with other department leads to streamline workflows, improve coordination, and achieve collective business objectives.
  • Operated across different departments to ensure optimal coverage and consistently meet production and performance goals.
  • Managed team schedules, approved time-off requests, and coordinated coverage for short shifts to maintain operational efficiency.

Retail Associate

Walmart
01.2010 - 06.2012
  • Maintained a clean, organized, and welcoming store environment, enhancing the overall shopping experience for customers.
  • Managed inventory efficiently, ensuring proper stock levels and timely restocking of merchandise.
  • Delivered exceptional customer service by addressing inquiries, resolving issues quickly, and providing product guidance.
  • Collaborated with team members to achieve daily sales goals and exceed performance targets.
  • Greeted customers, assisted in locating merchandise, and suggested suitable options to enhance shopping satisfaction.
  • Guided customers through purchases, store navigation, and enrollment in reward programs.
  • Answered questions regarding store policies and resolved customer concerns effectively.
  • Built strong rapport with customers through active listening and engagement, fostering loyalty and repeat business.
  • Recommended complementary products and promotions to customers, contributing to increased store revenue.
  • Monitored the sales floor for security concerns, reporting issues promptly to management.

Education

High School Diploma -

Booker T. Washington High School
Atlanta, GA
05-2012

Skills

Core Skills

Customer Service & Communication

  • Customer Satisfaction & Retention
  • Escalation Management & Issue Resolution
  • Multi-Channel Support (Phone, Email, Chat)
  • Active Listening & Empathy

Leadership & Team Management

  • Team Supervision & Coaching
  • Performance Evaluation & Feedback
  • Employee Training & Development
  • Workflow Optimization & Collaboration

Operational & Technical

  • Call Center Metrics (AHT, FCR, CSAT, QA Scores)
  • Inventory & Route Management
  • CRM & Multi-System Navigation
  • Policy, Procedure & Compliance Enforcement

Interests

  • Enjoy hobbies that combine physical activity with outdoor exploration
  • Music
  • Crafting and DIY Projects
  • Youth mentor, providing guidance and support to empower the next generation of leaders
  • Volunteering

Timeline

Call Center Supervisor

Convergys
02.2023 - 07.2025

Virtual Customer Service Representative

Converygys
07.2021 - 02.2023

Commercial Truck Driver

New Prime Inc.
12.2017 - 04.2021

Customer Care Associate (Virtual/Remote)

Amazon.Inc
11.2014 - 08.2017

Team Lead

Walmart
06.2012 - 10.2014

Retail Associate

Walmart
01.2010 - 06.2012

High School Diploma -

Booker T. Washington High School

Similar Profiles

CREATE PROFILE