Summary
Overview
Work History
Education
Skills
Timeline
Generic

STEVEN RANDOLPH

Las Vegas,NV

Summary

Experienced professional with over 20 years in the customer service industry. Skilled in supervising a team of 30 agents across chat, email, and phone consults to drive positive outcomes. Known for being an encouraging manager and analytical problem-solver, with talents in team building, leading, motivating, and fostering excellent customer relations. Proficient in independent decision-making and sound judgment to positively impact company success. Dedicated to enhancing employee engagement and boosting performance through training, monitoring, and morale-building efforts.

Overview

19
19
years of professional experience

Work History

Member Services Supervisor

Liberty Dental Plan
04.2019 - Current
  • Worked in supervisor role with teams ranging from 15-35 agents. My responsibilities included:
  • Tracking, monitoring, and assisting in progress to meet goal metrics.
  • Monitoring adherence.
  • Timecards.
  • Any disciplinary actions that are needed.
  • Daily/weekly/monthly reports.
  • I use excel and Genesys system to research statistics/metrics and then help make action plans to help improve overall progress and performance.
  • I specialize in collaborating directly with agents to produce ways to implement and improve consistency and output.
  • My teams regularly score among the top teams monthly.
  • I strongly analyze my team’s data and reports to find all areas of improvement that can be made.
  • Create positive relationships through open communication (open door policy)
  • Volunteered to work outbound call campaigns, customer service satisfaction campaigns, new temporary support teams, and co-handle all NV Medicaid accounts for the entire company.
  • Member walk-ins to the office
  • Daily help desk tasks to assist agents during calls.
  • Engage with team regarding “kudos” calls, announcements, acknowledgements, updates, etc.
  • Yearly performance reviews
  • Initiative-taking
  • Process implementation
  • Report writing.
  • Conflict resolution
  • Managing AHT, adherence, and QA scores

Google Pay Supervisor

Telus International (Google)
03.2016 - 04.2019
  • I have worked in different levels and sections within the department. I assisted our approximately 30 tier 1 workers via chat, email, and phone consultation. I take all customer escalations as well as “kudos” calls and log all interaction relevant information. I concentrated in helping keep our AHT (average handle time) in range with standards, adherence above 92%, QA scores above 90%, and notate coaching points in all interactions to ensure our agents can follow best practices. I am currently assisting and training in the process with scheduling for the floor. I log and input information regarding all emerging issues, bugs and internal issues that hinder our customers. This is all in calibration with main Google engineers in Northern California on a biweekly basis.
  • Worked directly with management, supervisors, and engineer department to brainstorm, discuss strategy and mitigate payment issues.
  • Implemented bug-based testing features to use on final product.
  • Assisted all agents in average handle time by answering questions, responding to inquiries and handling telephone requests.
  • Developed new process for employee evaluation which resulted in marked performance improvements.
  • Validated schematic designs working alongside hardware engineers.
  • Responded to customer requests via telephone and email and effectively answered questions and inquiries.

Customer Service Representative

SITEL Worldwide Corporation
09.2014 - 06.2015
  • Inbound call center tier 1 agent. Provided customer service, customer acquisition, tech support, and back-office processing. Responsible for logging all interactions on phone calls with detailed reports. Troubleshooting systems and products.
  • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
  • Ensured clients receive outstanding service to not only maintain but to extend the relationship for future business opportunities
  • Leveraged sales expertise to promote Sony PlayStation products and capitalize on upsell opportunities.

Food Service

In-n-out Burger
01.2009 - 02.2014
  • Worked in various positions including cashier, cook, food prep, hospitality & stocking. Trained associates under me at various positions as well.
  • Took food orders from patients and families and explained offerings.
  • Replenished condiments, coffee, other beverages and general supplies while maintaining cleanliness of service areas.
  • Always maintained food safety standards.
  • Assisted customers with carry-out service.
  • Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
  • Monitored dining rooms for seating availability, service, safety and well-being of guests.

Customer Service Representative

FarHeap Inc.
10.2006 - 08.2008
  • Printing company customer service representative. Duties included inbound calls regarding accounts. Required to pull up accounts to assist with various information such as time of delivery through our UPS affiliate, online account information, order status, preorder questions, customer issues/complaints, and other general information.
  • Answered an average of 40-80 calls, emails, and faxes per day, addressing customer inquiries, solving problems and providing new product information.
  • Consult with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Describe printing purchase options to customers, thoroughly explaining details and care of merchandise.
  • Assisted customers by listening closely, finding solutions to problems, and making recommendations based on extensive product knowledge.

Education

Associates, General Studies - General Studies

Fullerton College
Fullerton, CA

General Education - undefined

Bellflower High School
Bellflower, CA
01.1999

Skills

  • Client assessment and analysis
  • I am skilled in documents, filing bug reports, and floor scheduling
  • Staff development
  • Team leadership
  • Innovation and creativity
  • Staff training and development
  • Microsoft office expertise
  • Cross-functional coordination
  • Data entry proficiency
  • Strong organization
  • Team collaboration
  • Adaptability and flexibility
  • Data analysis
  • Performance improvement
  • Operational efficiency

Timeline

Member Services Supervisor

Liberty Dental Plan
04.2019 - Current

Google Pay Supervisor

Telus International (Google)
03.2016 - 04.2019

Customer Service Representative

SITEL Worldwide Corporation
09.2014 - 06.2015

Food Service

In-n-out Burger
01.2009 - 02.2014

Customer Service Representative

FarHeap Inc.
10.2006 - 08.2008

General Education - undefined

Bellflower High School

Associates, General Studies - General Studies

Fullerton College

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