Sharmin Moss
Memphis,TN
Summary
Dynamic Call Center Supervisor with a proven track record at Gould’s Salon & Day Spa, excelling in quality assurance and customer retention. Expert in staff motivation and complaint resolution, I implemented process improvements that enhanced call resolution efficiency, fostering strong client relationships and driving service excellence.
Overview
2027
2027
years of professional experience
Work History
Call Center Supervisor
Gould’s Salon & Day Spa
Memphis, TN
02.2022 - Current
- Supervised daily operations of call center, ensuring adherence to service standards.
- Trained and mentored team members on customer engagement techniques.
- Developed and implemented process improvements to enhance call resolution efficiency.
- Monitored performance metrics and provided feedback for continuous improvement.
- Resolved escalated customer issues, fostering positive client relationships.
- Coordinated scheduling and staffing to optimize resource allocation.
- Analyzed call data to identify trends and drive strategic initiatives for service enhancement.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Manager
Gould’s Salon & Day Spa - Downtown
Memphis, TN
2018 - 2022
- Led team in delivering exceptional client service, enhancing customer satisfaction and retention.
- Streamlined operational processes, resulting in improved efficiency and reduced service wait times.
- Implemented inventory management systems, optimizing stock levels and reducing waste.
- Established collaborative work environment, promoting teamwork and communication among staff members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Business Office Assistant
Ouachita Parish Public Library System
Monroe, LA
2015 - 2018
- Provided clerical support to Library employees by copying, faxing, and filing documents.
- Reviewed invoices, payment requests, and expense reimbursements prior to approval.
- Developed correspondence letters, memos, and emails.
- Managed correspondence between various departments fostering clear communication channels and facilitating collaboration.
- Maintained up-to-date employee records in compliance with legal requirements, ensuring accuracy and accessibility for authorized personnel.
- Developed professional relationships with vendors ensuring smooth transactions when purchasing goods or services required for the office''s efficient functioning.
- Supported budget management with diligent tracking of expenses, processing invoices, and generating financial reports.
- Maintained inventory levels of office supplies to prevent shortages that could disrupt daily operations.
- Reviewed documents such as contracts or agreements thoroughly before submission ensuring accuracy and completeness thus minimizing errors.
Education
High School Diploma -
Robert G. Cole High School
Ft. Sam Houston, Texas Skills
- Quality assurance
- Call monitoring
- Staff motivation
- Customer service focus
- Booking proficiency
- Staffing and scheduling
- Customer retention
- Complaint resolution
Timeline
Call Center Supervisor
Gould’s Salon & Day Spa
02.2022 - Current
Manager
Gould’s Salon & Day Spa - Downtown
2018 - 2022
Business Office Assistant
Ouachita Parish Public Library System
2015 - 2018
High School Diploma -
Robert G. Cole High School