Tabitha D. Harrison
Contact Center Manager
Houston,TX
Summary
Accomplished professional with strong understanding of payroll procedures, tax regulations and benefits administration. Proficient in using multiple payroll software programs with knack for quickly learning new systems. Highly organized, detail-oriented, and efficient at work.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Call Center Operations Supervisor
Aldine I.S.D
Houston , TX
2015.08 - Current
- Supervised 45 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Managed payroll operations for team of 45 employees.
- Generated financial and operational reports to assist management with business strategy.
Customer Service Call Center Manager
TEKsystems
Houston , TX
2020.05 - 2021.08
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement resulting in a 50% increase in quality level.
- Established and oversaw performance targets for call center associates.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Created team rotations to man center effectively during peak hours.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Effectively managed assigned cases, collecting and documenting details using Salesforce and Calabrio.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
Senior Accounts Payable Supervisor
Woodforest National Bank
The Woodlands , TX
2014.08 - 2015.05
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Provided exemplary level of customer service to clients and company personnel.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Entered job costing data from payroll records and supported payroll administration process.
- Entered job costing data from payroll records and supported payroll administration process.
Call Center Team Lead
J. P. Morgan Chase Bank
Katy , TX
2013.07 - 2014.08
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to team support questions quickly to maintain call center efficiency.
- Oversaw team of 19 agents focused on fraud prevention and risk calls.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
Education
Master of Arts - Business Management
Prairie View A & M University
Prairie View, TX 2017.08 - 2019.05
Bachelor of Arts - Business Management
University of Houston
Houston, TX 2011.08 - 2015.05
Skills
Performance improvements
Timeline
Customer Service Call Center Manager
TEKsystems
2020.05 - 2021.08
Master of Arts - Business Management
Prairie View A & M University
2017.08 - 2019.05
Call Center Operations Supervisor
Aldine I.S.D
2015.08 - Current
Senior Accounts Payable Supervisor
Woodforest National Bank
2014.08 - 2015.05
Call Center Team Lead
J. P. Morgan Chase Bank
2013.07 - 2014.08
Bachelor of Arts - Business Management
University of Houston
2011.08 - 2015.05
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