Synamon Townsend
Chattanooga,TN
Summary
Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. Expert in product issues with dedication to increasing productivity through close analysis of tasks. Proven history of increasing customer satisfaction.
Overview
17
17
years of professional experience
Work History
Project Coordinator
HomeServe USA
Chattanooga, TN
08.2018 - 07.2024
- Conducted risk assessments and identified potential issues that could affect project success.
- Collaborated with cross-functional teams to define requirements for new initiatives.
- Managed portfolio of projects to drive on-time deliverables within scope and budget.
- Evaluated and integrated new system features to lower AHT.
- Developed and implemented project tracker or calendar to meet and maintain standards.
- Facilitated communication among departments, vendors, and clients to assess product launch outcomes.
- Developed detailed communications for frontline agents on new product offerings and Utility company partnerships.
- Developed new standard operating procedures for department staff and frontline agents.
- Designed instructional resources addressing new partner or product requirements beyond standard operations.
- Collaborated with process improvement and automation teams to ensure team efficiency.
Call Quality Assurance Analyst
HomeServe USA
Chattanooga, TN
10.2010 - 08.2018
- Maintained compliance and service standards via call reviews.
- Produced comprehensive reports to ensure achievement of monthly monitoring objectives.
- Enhanced call monitoring score sheet to better reflect evolving business requirements.
- Guided incoming personnel in mastering processes and ensuring proper call evaluation.
- Provided new hire training detailing customer service and compliance regulation requirements.
- Revamped standard operating procedures to align with increasing business demands.
- Partnered with frontline leadership to address performance issues identified through call score sheets.
Sales Floor Coordinator
Wilkins Research Svc
Chattanooga, TN
10.2007 - 10.2010
- Communicated goals and key performance indicators to employees.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Evaluated performance data to identify opportunities for improvement.
- Monitored call center operations to identify behavior misaligned with company policies.
- Monitored agents during calls and delivered verbal constructive feedback to enhance performance.
Education
High School Diploma -
Brainerd High School
Chattanooga, TN05-1997
Skills
- Specification detailing
- Performance monitoring
- Spreadsheet tracking
- Training and development
- Decision-making
- Verbal and written communication
- Resource coordination
- Customer service
- Continuous improvement
- Public speaking
- Presentation
Timeline
Project Coordinator
HomeServe USA
08.2018 - 07.2024
Call Quality Assurance Analyst
HomeServe USA
10.2010 - 08.2018
Sales Floor Coordinator
Wilkins Research Svc
10.2007 - 10.2010
High School Diploma -
Brainerd High School
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