Shufreda Pheal
Summary
Forward-thinking Call Center Supervisor, with over 10 years of leadership experience in billing, customer service and Learning & Development. Dedicated to training and mentoring staff to effectively resolve caller inquiries, by building loyalty and enhancing business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
16
16
years of professional experience
Work History
Call Center Supervisor, Retention (Remote)
Comcast Cable Communications
Jackson, MS
01.2013 - 08.2023
- Coached low performing team to lead call center metrics in Line of Business upgrades and Retention Sales Metrics
- Coached customer service representatives on best practices for resolving customer complaints and issues quickly and effectively.
- Provided training sessions for employees on how to handle difficult conversations with customers regarding their accounts or billing issues.
- Responsible for providing direction and support to 18 direct reports
- Managed and supported the delivery of local market procedural changes and updates.
- Developed and implemented billing procedures to ensure accurate invoicing and payment collection.
- Monitored accounts receivable aging reports to identify overdue payments, researched discrepancies, and took corrective action.
- Maintained records of all transactions including billings, payments received, and any adjustments made to customer accounts.
Learning & Development Subject Matter Expert (SME)
Comcast Cable Communications
Jackson, MS
01.2012 - 01.2013
- Facilitated standardized learning of retention content to improve employee performance
- Managed classroom environment and ensured accurate communication of market changes
- Monitored linkage between curriculum and improved learner job performance.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
Customer Experience Associate/SME
Comcast Cable Company
Jackson, MS
07.2007 - 01.2012
- Coached agents on billing systems and call center metrics
- Assisted agents and call center employees with problems and errors
- Analyzed links between employee training data and organizational needs
- Retained customers by addressing concerns and promoting Comcast products
- Resolved customer complaints through active listening and professionalism
- Met individual performance goals and achieved overall performance goals.
Education
Business -
Hinds Community College
College Prep -
Canton High School
Skills
- Problem Solving
- New Hire Facilitation
- Interpersonal Skills
- Employee Engagement
- Leadership Development
- Team Development
- Process Improvement
- Strategic Planning
- Proficient in Microsoft (Word, Excel, Outlook)
- Performance Management
- Customer Retentions
Timeline
Call Center Supervisor, Retention (Remote)
Comcast Cable Communications
01.2013 - 08.2023
Learning & Development Subject Matter Expert (SME)
Comcast Cable Communications
01.2012 - 01.2013
Customer Experience Associate/SME
Comcast Cable Company
07.2007 - 01.2012
Business -
Hinds Community College
College Prep -
Canton High School
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