Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Sheneiqua Campbell

Houston,TX

Summary

Well-organized Call Center Supervisor bringing 5 years of managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management.

Overview

8
8
years of professional experience

Work History

Call Center Supervisor

Alorica
08.2018 - Current
  • Managed 25+ customer service representatives in providing excellent customer service to callers requiring assistance with verification of cellular device trade-ins and credit issues.
  • Ensured regular and effective communication with subordinate staff on performance, goals, and coaching.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Developed quality employees within call center to take over leadership positions.
  • Managed staffing in accordance with program specific workflow.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.

Escalation Lead

APAC Customer Services
06.2015 - 08.2018
  • Handled 50+ escalated calls daily ensuring to provide each customer with prompt resolutions to cellular insurance claim issues.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Escalated customer issues to management for appropriate action to be taken.
  • Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

High School Diploma -

Spring High School
Spring, TX
06.2011

Skills

  • Quality assurance
  • Documentation expertise
  • Performance improvements
  • Process updates
  • Employee engagement
  • Staff Management
  • Self-Motivated
  • Critical Thinking
  • Strategic planning
  • Written and oral communication
  • Data Entry
  • Knowledge of various software (Microsoft Excel, Office, Outlook)

Accomplishments

  • "For the second year in a row, Sheneiqua has been awarded top performer....her team continues to drive excellent customer service while providing speedy resolution time to device trade in issues."


Timeline

Call Center Supervisor

Alorica
08.2018 - Current

Escalation Lead

APAC Customer Services
06.2015 - 08.2018

High School Diploma -

Spring High School

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Sheneiqua Campbell