Tammy Harder
Travis Credit Union
Timnath ,CO
1
year of professional experience
Work History
Call Center Supervisor
7 Months- Conducted regular performance reviews and provided constructive feedback to staff.
- Developed training materials to enhance employee skill sets and knowledge retention.
- Implemented process improvements that increased customer satisfaction ratings.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Created team rotations to man center effectively during peak hours.
Call Center Supervisor
25 Years 4 Months- Supervised daily operations to ensure adherence to service quality standards.
- Trained and mentored new team members on call handling procedures.
- Monitored performance metrics to identify areas for improvement and implement solutions.
- Coordinated scheduling and shift assignments to optimize workforce efficiency.
- Resolved escalated customer issues, ensuring timely and effective problem resolution.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
Education
High School Diploma - Business Management
Timeline
Call Center Supervisor
AmSouth
07.2001 - 2001Read More
Call Center Supervisor
Travis Credit Union
12.1998 - 07.1999Read More
Victory Christian School
High School Diploma from Business Management
Read More