Microsoft Office
Sunji Parham
Jacksonville,USA
Summary
Results-oriented professional with over 25 years of experience in customer service, specializing in contact center and quality assurance management. Expertise in managing customer relationships and driving performance in high-volume, multi-channel environments. Proven track record in process improvement and developing Standard Operating Procedures (SOPs) to enhance operational efficiency and ensure compliance. Strong focus on team development and fostering a customer-centric culture to achieve outstanding satisfaction and performance goals.
Overview
25
25
years of professional experience
2
2
Certification
Work History
Quality Manager, Contact Center
HomeSafe Alliance
Houston, TX
08.2024 - 06.2025
- Designed and implemented the contact center's inaugural Quality Assurance program, including scorecards, coaching frameworks, and calibration protocols.
- Supervised daily operations for a team of six agents, ensuring workload balance, schedule optimization, and continuous performance monitoring.
- Developed Standard Operating Procedures (SOPs) and aligned quality standards with CX, Training, and Operations teams to support brand voice and service consistency.
- Conducted weekly performance evaluations and one-on-one coaching, resulting in a 15% improvement in QA scores within six months.
- Provided targeted coaching and developed skill-building modules in partnership with the training team, contributing to a 10% boost in quality metrics.
- Published QA knowledge content in LivePro to support internal knowledge sharing and consistency.
- Led KPI tracking and analysis, generating insights to guide strategic improvements and performance alignment.
Contact Center Manager
HomeSafe Alliance
Houston, TX
06.2023 - 07.2024
- Established the customer service function from the ground up, recruiting and training a team of 22 agents to support multi-channel inquiries via phone, chat, SMS, and email.
- Developed and implemented Standard Operating Procedures (SOPs), call scripts, escalation protocols, and internal knowledge base content to promote consistency and efficiency.
- Defined and monitored key performance indicators (KPIs), including CSAT, first response time, and resolution time, to drive continuous service improvements.
- Collaborated with Product and Operations teams to translate customer feedback into actionable insights, leading to impactful feature updates and reduced churn.
Supervisor, International Services
The Suddath Companies
Jacksonville, FL
01.2022 - 06.2023
- Provided initial training for each new call center project and employees.
- Created training documents for Domestic & International military moves.
- Consulted with managers to resolve problems relating to employee performance, office equipment, and work schedules.
- Increased IC performance results in outreach, one-call resolution, and task completion from 91% to 97%.
- Collaboration with all departments to improve processes.
- Process management, team building & exercises.
- Regional workflow management & task distribution.
- Trained new employees on operational procedures and best practices.
- Conducted performance evaluations to support employee development initiatives.
- Collaborated with other departments to coordinate workflow processes between teams.
- Streamlined workflow processes, reducing project completion times.
Senior Customer Service Representative
The Suddath Companies
Jacksonville, FL
01.2021 - 06.2022
- Delivered expert support for VIP military and government customers, driving high customer satisfaction through quality-focused service.
- Provided coaching and training to peers while supporting onboarding and quality assurance programs.
- Managed customer inquiries through phone, email, and chat channels effectively.
- Resolved complex issues by coordinating with cross-functional teams promptly.
- Trained new representatives on company policies and customer service best practices.
- Assisted in creating training materials for ongoing staff development initiatives.
Domestic Customer Service Representative
The Suddath Companies
Jacksonville, FL
12.2019 - 01.2021
- Handled over 325 accounts.
- Coordinated moves and customer communication with strong emphasis on de-escalation and compliance with corporate and government regulations.
- Managed high-volume inbound/outbound communications, balancing priorities effectively.
- Assisted customers with inquiries and resolved issues in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
National/International Quality Specialist
Conser Moving Services Group
Jacksonville, FL
04.2019 - 12.2019
- Performed Quality on military moves Stateside and International.
- Contact shipper after Direct Delivery and Direct Delivery out of storage.
- Managed email folder.
- Communicated by email and text blast to identify potential 95% and below surveys.
- Performed Quick Claims and direct replacements for damages.
Retention Representative
Spectrum / BrightHouse Networks
Auburndale, FL
08.2015 - 05.2017
- Handled 60-80 inbound and outbound calls daily with a focus on retaining customers at risk of cancellation.
- Identified customer needs and recommended products and services, increasing add-on sales by 15%.
- Achieved a customer retention rate of 87%, consistently exceeding monthly targets.
Store Manager
Famous Footwear
Tallahassee, FL
06.2010 - 07.2015
- Manage a team of 10 associates in a 6500 square foot location, generating $25k in monthly sales revenue.
- Consistently surpassed sales goals by 10% through strategic team coaching, upselling techniques, and customer engagement strategies.
- Led all store operations, staff development, and performance management initiatives, achieving sales and quality targets.
- Managed daily store operations and ensured team efficiency.
- Trained and developed staff on customer service standards.
- Oversaw inventory management and restocking procedures.
- Implemented visual merchandising strategies to enhance product displays.
- Resolved customer inquiries and concerns promptly and professionally.
- Recruited, trained and supervised new employees.
Education
High School -
George Jenkins High School
Lakeland, FL05-1996
Some College (No Degree) - Criminal Justice and Business Administration
Florida A&M University
Tallahassee, FLSkills
- Quality control
- KPI analysis and reporting
- Process improvement
- SOP development
- Problem-solving
- Documentation control
- Customer feedback analysis
- Customer relationship management
- Coaching others
- Customer relationship management (CRM)
- Call center operations
- Management of remote employees
- MS office expert
- Performance monitoring
Certification
- Lean Six Sigma Green Belt, 01/01/25
- Lean Six Sigma Black Belt, 01/01/25
Affiliations
- Volunteer with meals on wheels
- Volunteer with Impact Kids
Accomplishments
- Developed and implemented comprehensive SOPs tailored to startup contact center environments.
- Significantly improved QA evaluation scores through targeted coaching and process redesign.
- Won Suddath iQuality Awards (2 for Culture, 1 for Communication).
- Recipient of Suddath LOVVE Award for Agility.
- Successfully managed multiple operational transitions and scaling efforts in fast-paced environments.
References
References available upon request.
Software
CRM Systems (Salesforce, Zendesk, ServiceNow)
LivePro
Leadership
Soft skills
Timeline
Quality Manager, Contact Center
HomeSafe Alliance
08.2024 - 06.2025
Contact Center Manager
HomeSafe Alliance
06.2023 - 07.2024
Supervisor, International Services
The Suddath Companies
01.2022 - 06.2023
Senior Customer Service Representative
The Suddath Companies
01.2021 - 06.2022
Domestic Customer Service Representative
The Suddath Companies
12.2019 - 01.2021
National/International Quality Specialist
Conser Moving Services Group
04.2019 - 12.2019
Retention Representative
Spectrum / BrightHouse Networks
08.2015 - 05.2017
Store Manager
Famous Footwear
06.2010 - 07.2015
High School -
George Jenkins High School
Some College (No Degree) - Criminal Justice and Business Administration
Florida A&M University
Similar Profiles
Deborah L. CartierDeborah L. Cartier
Director Customer Experience at HomeSafe AllianceDirector Customer Experience at HomeSafe Alliance
Patrice ManningPatrice Manning
Customer Service Specialist at HomeSafe AllianceCustomer Service Specialist at HomeSafe Alliance
Natascha PerryNatascha Perry
Regional Business Development Manager at HomeSafe AllianceRegional Business Development Manager at HomeSafe Alliance
Corinne Berg, MSN, RN, PHNCorinne Berg, MSN, RN, PHN
Registered Nurse at Mayo Clinic Center for Individualized Medicine, Mayo Clinic EnterpriseRegistered Nurse at Mayo Clinic Center for Individualized Medicine, Mayo Clinic Enterprise
GARRETT LOPEZGARRETT LOPEZ
Master-at-Arms at US NavyMaster-at-Arms at US Navy