Shawn Russell
Springfield,MO
Summary
Personable and organized, with natural ability to lead and inspire teams. Possesses deep knowledge of customer service principles and call center operations, coupled with proficiency in conflict resolution and team management. Dedicated to optimizing call center performance and enhancing customer satisfaction.
Overview
16
16
years of professional experience
Work History
Call Center Supervisor
CoxHealth
02.2023 - 09.2024
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- All resulting in lowered attrition by 37% and improved quality scores to a 3.8 overall.
Quality Assurance Analyst
Wolters Kluwer - IRS Contract
10.2021 - 02.2023
- Provided reports to team leaders on QA topics and strategies.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Reduced absenteeism by 30% through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
Customer Service Agent /Peer Mentor
Maximus - CDC Contract
03.2020 - 10.2021
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions. Average turn around time approximately 4 business hours.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Responded proactively and positively to rapid change.
- Trained staff on operating procedures and company services.
Customer Service / Peer Mentor
USAA
10.2015 - 02.2020
- Helped 60 to 70 customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
New Hire Trainer
CST LLC.
04.2013 - 09.2015
- Created engaging presentation materials utilizing multimedia elements to enrich learning experiences for trainees from diverse backgrounds.
- Evaluated employee progress using various assessment methods, providing valuable feedback for future improvement efforts.
- Trained and mentored on average 20-24 new personnel hired to fulfill various roles.
- Sales increased by nearly 200% leading to much higher commission payouts.
Customer Service Agent /SME Team Leader
Hotels.com
08.2008 - 04.2013
- Managed 30 - 35 calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate. Achieved 'TOP 5' sales agents three months in a row.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
Education
BS - Computer Science, Software Development
ITT Technical Institute
Springfield, Missouri12.2024
SGT - Squad Leader
US ARMY
Stateside And Overseas 05.1995
General Diploma -
Logan Rogersville High School
Rogersville, Missouri05.1987
Skills
- Customer service
- Reliability
- Excellent communication
- Professionalism
- MS office suite
- Quality control
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Work from home optionWork-life balanceCareer advancementTimeline
Call Center Supervisor
CoxHealth
02.2023 - 09.2024
Quality Assurance Analyst
Wolters Kluwer - IRS Contract
10.2021 - 02.2023
Customer Service Agent /Peer Mentor
Maximus - CDC Contract
03.2020 - 10.2021
Customer Service / Peer Mentor
USAA
10.2015 - 02.2020
New Hire Trainer
CST LLC.
04.2013 - 09.2015
Customer Service Agent /SME Team Leader
Hotels.com
08.2008 - 04.2013
BS - Computer Science, Software Development
ITT Technical Institute
General Diploma -
Logan Rogersville High School
SGT - Squad Leader
US ARMY
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