Shawn Russell
Springfield,Mo
Summary
Dynamic Call Center Supervisor with over 19 years of experience in managing teams and driving operational excellence. Expertise in implementing training programs, achieving key performance metrics, and enhancing customer satisfaction. Committed to leveraging skills in leadership and quality assurance to contribute positively to any call center environment.
Overview
19
19
years of professional experience
Work History
Call Center Supervisor
CoxHealth
Springfield, MO
02.2023 - 09.2024
- Managed a team of 15 agents in a fast-paced call center environment
- Orchestrated innovative training programs that enhanced agent performance and elevated customer satisfaction
- Surpassed call center metrics, including average handle time and customer satisfaction scores
QA / RTA Supervisor
Wolters Kluwer - IRS Contract
Remote
10.2021 - 02.2023
- Leveraged over 17 years of experience in quality assurance testing for software applications
- Championed continuous improvement efforts in processes related to real-time analytics
- Demonstrated excellent communication and leadership skills while managing a team of quality analysts
- Evaluated data analysis and reporting techniques for enhanced performance optimization
Service agent
Maximus - CDC Contract
Remote
03.2020 - 10.2021
- Collaborated with cross-functional teams to streamline processes and boost customer satisfaction
- Facilitated training for new team members on company policies, procedures, and customer service best practices
- Maintained meticulous records of customer interactions and follow-up activities in the CRM system
- Received positive feedback from customers for consistently exceeding service expectations and delivering personalized assistance
Producer/Team Mentor
USAA
Remote
10.2015 - 02.2020
- Provided exceptional customer service in a high-volume call center environment
- Resolved customer inquiries and complaints with professionalism and efficiency
- Exhibited strong communication skills while assisting customers with technical issues over the phone
- Managed a high volume of incoming calls and emails, ensuring timely resolution of customer issues
Trainer
CST LLC.
Springfield, MO
04.2013 - 09.2015
- Conducted interviews and led new hires in module-based training programs
- Bridged training and production processes to reduce attrition by 37% and enhance attendance by 62%
- Tracked and maintained a continuous education program to ensure 100% compliance
Agent/Interim Lead
Hotels.com
Springfield, MO
08.2008 - 04.2013
- Accumulated 5 years of experience as a Customer Service Representative in a call center environment
- Gained 3 years of experience in project management and team leadership
- Developed 2 years of expertise in sales and client relationship management
- Acquired 4 years of experience in training and onboarding new employees
- Honed 6 years of experience in performance analysis and process improvement
Team Supervisor
T-Mobile
Springfield, MO
03.2006 - 08.2008
- Led a team of 15 employees in a call center environment to accomplish sales targets and customer service objectives
- Engineered and implemented training programs for new hires to ensure a consistent onboarding process
- Oversaw scheduling and performance evaluations of team members to drive productivity and meet KPIs
- Facilitated weekly team meetings to communicate goals, objectives, and address issues or concerns
Education
BS - Computer Science, Software Development
ITT Technical Institute
12.2024
General Diploma -
Logan Rogersville High School
05.1987
SGT - Squad Leader
US ARMY
05.1995
Skills
- Call Center Management
- Training
- Program Implementation
- Quality Assurance
- Testing
- Data Analysis
- Process Improvement
- Customer Relationship Management
- Performance Optimization
- Technical Support
- Communication
- Leadership
- Team Building
- Problem Solving
- Customer Service
Timeline
Call Center Supervisor
CoxHealth
02.2023 - 09.2024
QA / RTA Supervisor
Wolters Kluwer - IRS Contract
10.2021 - 02.2023
Service agent
Maximus - CDC Contract
03.2020 - 10.2021
Producer/Team Mentor
USAA
10.2015 - 02.2020
Trainer
CST LLC.
04.2013 - 09.2015
Agent/Interim Lead
Hotels.com
08.2008 - 04.2013
Team Supervisor
T-Mobile
03.2006 - 08.2008
BS - Computer Science, Software Development
ITT Technical Institute
General Diploma -
Logan Rogersville High School
SGT - Squad Leader
US ARMY
Similar Profiles
Jadyn SmithJadyn Smith
Patient Safety Assistant Staffer at CoxHealthPatient Safety Assistant Staffer at CoxHealth
Courtney EgglestonCourtney Eggleston
Certified Clinical Medical Assistant (CCMA) at CoxHealthCertified Clinical Medical Assistant (CCMA) at CoxHealth
Courtney StirewaltCourtney Stirewalt
Patient Registration Specialist at CoxHealthPatient Registration Specialist at CoxHealth
MARY OMBONGAMARY OMBONGA
Licensed Master Social Worker at CoxhealthLicensed Master Social Worker at Coxhealth
Jonathan FalconerJonathan Falconer
Customer Service Representative at Sight & Sound TheatresCustomer Service Representative at Sight & Sound Theatres