Tiara Williams
St. Louis,Mo
Summary
Dynamic Contact Center Manager with a proven track record of excelling in coaching and mentoring to enhance team performance. Achieved significant reductions in call wait times through effective workforce management and streamlined processes, while fostering a collaborative environment that prioritized customer satisfaction and loyalty.
Professional contact center leader with comprehensive experience in managing high-performance teams. Skilled in optimizing call center operations, implementing effective training programs, and leveraging advanced technology solutions. Strong focus on team collaboration, adaptable to changing needs, and consistently achieves results. Proven ability to enhance customer satisfaction and drive operational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Contact Center Manager
Together Credit Union
10.2020 - Current
- Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities.
- Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Led successful cross-functional initiatives for continuous improvement in the contact center environment.
- Trained team members on performance metrics and consumer behavior identification.
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Created team rotations to man center effectively during peak hours.
- Assisted in recruiting, hiring and training of team members.
- Supervised groups of 30 people and providing excellent customer service to callers requiring assistance.
Customer Service Manager
Spectrum
08.2017 - 11.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Tailored training content to meet specific needs of customer service representatives.
Customer Service Training Manager
United Healthcare Group
10.2012 - 11.2018
- Designed interactive e-learning modules that allowed employees to complete training at their own pace, increasing participation rates.
- Increased customer satisfaction scores by monitoring calls and providing real-time coaching to customer service representatives.
- Mentored junior trainers, enhancing their skills through guidance and support in delivering effective instruction.
- Facilitated communication between departments, ensuring consistency in customer service policies and procedures.
- Enhanced team performance by conducting regular evaluations and providing constructive feedback.
- Organized workshops focused on conflict resolution and de-escalation techniques, improving overall call center efficiency.
- Managed new employee orientation training process for more than 100 are more employees each year.
Education
High School Diploma -
Gateway Institution of Technology
Saint Louis, Mo05-2007
Skills
- Coaching and mentoring
- Crisis management
- Workforce management
- Compliance
- Staff recruitment
- Timekeeping
- Reporting skills
- Staff motivation
- Call monitoring
- Training coordination
- Training management
- Information tracking
- Account updating
- Problem-solving
- Customer service
- Teamwork and collaboration
Certification
- Customer Service Training - 5 years
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Contact Center Manager
Together Credit Union
10.2020 - Current
Customer Service Manager
Spectrum
08.2017 - 11.2020
Customer Service Training Manager
United Healthcare Group
10.2012 - 11.2018
High School Diploma -
Gateway Institution of Technology
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