Sierra Milhorn
Rogersville,US
Summary
Experienced and driven call center supervisor with 4 years of success leading high performance teams and exceeding operational targets. Recognized for maintaining composure under pressure, effectively implementing new procedures and fostering a goal-oriented work environment. Skilled in coaching, communication, leadership, and driving team accountability. Demonstrated ability to improve agent retention by providing consistent support and recognizing employee achievements.
Overview
10
10
years of professional experience
Work History
Operations Supervisor
Advanced Call Center technologies
10.2021 - 04.2025
- Exercised effective management techniques to achieve team goals.
- Responded to emails and call backs promptly.
- Assisted agents in surpassing targets by addressing and developing their weak points.
- Proficient with multiple computer systems related to Excel, PowerPoint, Word, Cloud, and many other company applications
- Aligned work schedules with organizational staffing needs.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Established clear expectations for agent conduct, promoting a culture of professionalism within the call center environment.
- Conducted regular performance reviews, identifying areas of opportunity for agents professional development.
- Reduced average handle time with targeted coaching sessions, improving overall call center efficiency.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Online Grocery Associate
Wal-mart
04.2015 - 08.2021
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Upheld excellent customer service at all times, handling feedback and complaints professionally and efficiently.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Ensured product quality by carefully selecting items that met or exceeded customer expectations during order fulfillment.
- Adhered to company policies regarding food safety, handling procedures, and sanitation guidelines throughout the entire online grocery operation.
Education
High School Diploma - General Studies
Cherokee High School
Rogersville, Tennessee05.2012
Skills
- Team Supervision
- Performance Coaching
- Time Management
- Complaint Resolution
- Call monitoring
- Salesforce expertise
- Multitasking Abilities
- Organizational skills
- Excellent communication
- Team collaboration
- Decision-making
- Product knowledge
- Vendor relationships
- Performance metrics
- Performance evaluations
Timeline
Operations Supervisor
Advanced Call Center technologies
10.2021 - 04.2025
Online Grocery Associate
Wal-mart
04.2015 - 08.2021
High School Diploma - General Studies
Cherokee High School
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