Summary
Work History
Education
Skills
Timeline
Generic

Sylandria Green

Rochester,NY

Summary

Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.

Work History

Customer Service Supervisor

Continuum Global Solutions
04.2014 - Current
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Coached and developed agents weekly
  • Maintained and monitored KPI's so that agent could reach goals

Operations Manager

Continuum Global Solutions
02.2018 - 12.2020
  • Supervised Supervisor staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Developed and implemented strategies for Supervisors to help their agents maximize customer satisfaction
  • Helped with hiring, onboarding and training of new hires to fulfill business requirements.
  • Coached and developed Supervisors
  • Trained and guided Supervisors to maintain high productivity and performance and metrics

Support Coach Manager

Continuum Global Solutions
01.2017 - 02.2018
  • Provided coaching and mentoring to employees.
  • Trained and mentored 10 new personnel hired to fulfill various roles within the dept
  • Established and maintained quality control standards.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Worked with training dept to get new hires ready to take mock calls to ensure that they could be ready for production
  • Developed and executed performance management programs to increase employee engagement and productivity in classroom training setting

Education

High School Diploma -

Benjamin Franklin High School
Rochester, NY
06.1990

Skills

  • Compliance Adherence
  • Reviewing Resumes
  • Maintaining Clean Work Areas
  • Team Building
  • Communications
  • Customer Service
  • Coaching and Development
  • Operations Management
  • Multitasking
  • Word/Excel

Timeline

Operations Manager

Continuum Global Solutions
02.2018 - 12.2020

Support Coach Manager

Continuum Global Solutions
01.2017 - 02.2018

Customer Service Supervisor

Continuum Global Solutions
04.2014 - Current

High School Diploma -

Benjamin Franklin High School

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Sylandria Green