Tameka Johnson
Las Vegas,NV
Summary
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction. Dedicated to optimizing times and service quality with a collaborative and analytical approach. Proficient in typical customer needs, behaviors and preferences, as well as recordkeeping requirements and performance strategies. Educates agents on call control and enhancing customer experiences.
Overview
12
12
years of professional experience
Work History
Recruiter
Novum Pharmaceutical Research
Las Vegas, NV
07.2023 - 12.2023
- Sourced and screened potential candidates for open positions.
- Conducted in-depth interviews with top candidates to assess skills and fit.
- Maintained Applicant Tracking System records of all applicants.
- Provided feedback to unsuccessful applicants on the status of their applications.
- Referred suitable candidates to relevant departments for additional assessment.
- Organized recruitment activities such as career fairs, campus visits.
- Built relationships with universities, colleges, alumni associations.
- Identified best practices for recruiting process improvement.
Call Center Supervisor
Caesars Entertainment
Las Vegas, NV
06.2022 - 06.2023
- Supervise reservations call center of 30 - 50 agents
- Booking reservations in LMS
- Handling escalation calls
- Assisting agents with their calls
- Monitoring agent calls for QA purposes
- Supervising a personal team of 13-15 agents to review department standards, and their personal accomplishments and opportunities
- Maintaining team scores to provide monthly coaching's and issuing Note to Files in accordance to department and Union guidelines within a timely manner
- Conducting investigations of agents to make sure that all is in adherence with department guideline and assuring that each team member meets the monthly Monitor goal
- Conducting Buzz Sessions to Boost Team Morale
- Assisted Work Force Management Department to cover business needs with daily schedules
- Running reports to gather data to assist department manager.
Team Co Captain/ Verifications Specialist
National Debt Relief
Henderson, NV
11.2017 - 07.2021
- Provide training and positive feedback for the new team members
- Making sure team goals are met
- Performance Evaluations
- Devising plans with team members based on their metrics to help them meet department requirements and monthly goals
- Providing positive communication to achieve high energy and morale within the team
- Planning and Leading Team Meetings.
Store Manager
FastBucks LLC
Las Vegas, NV
11.2014 - 09.2017
- Provide customer service
- Interview, select and direct branch personnel
- Develop and maintain customer relations
- Achieve account gain through proven loan judgment and effective customer solicitation
- Minimize delinquent debt through telephone and field work collection activities
- Prepares, process and approves loan applications
- Maintains compliance of company policies, procedures and standards
- Maintains compliance with State/ Federal lending regulations
- Maintains cash drawer accuracy and security
- Maintains compliance with company reporting and record keeping procedures
- Close approved loans
- Oversee the daily duties of the assistant manager and additional office staff, if any
- Bank deposits
- Attending quarterly financials meetings.
Department Manager
McDonald's
Las Vegas, NV
02.2012 - 11.2014
- Supervising Crew of 7 to 20
- Opening and Closing Restaurants
- Assigning Crew Positions for Shift
- Cash drawer assignments
- Counting the cash tills at end of shift for crew members
- Completing daily Red Book, Safety checks and quality checks, food temps
- Inventory (Counting product and entering inventory into the system)
- Food Cost Control, base off of reports used from prior sales data
- Placing food and supply orders
- Training new crew, and existing crew to learn new stations
- Balancing SafeCurrent
Education
High school diploma or GED - Medical Assisting / Phlebotomy
Academy of Healing Arts
10-2010
Skills
- Hotel experience
- LMS / HMS Hospitality
- Medical terminology
- Guest relations
- Clinical Trials
- Extensive Cash Handling
- Quality control optimization
- Call Monitoring
- Report Writing
- Training Management
- Training Coordination
- Quality Assurance
- Sharepoint expertise
- Employee Motivation
- Training delivery
- Document Management
- Reporting skills
- Coaching and Mentoring
- Time Management
- Analytical Thinking
- Problem-solving abilities
- Staff Management
- Public Speaking
Timeline
Recruiter
Novum Pharmaceutical Research
07.2023 - 12.2023
Call Center Supervisor
Caesars Entertainment
06.2022 - 06.2023
Team Co Captain/ Verifications Specialist
National Debt Relief
11.2017 - 07.2021
Store Manager
FastBucks LLC
11.2014 - 09.2017
Department Manager
McDonald's
02.2012 - 11.2014
High school diploma or GED - Medical Assisting / Phlebotomy
Academy of Healing Arts
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