Timperonce Porter
Atlanta,Georgia
Summary
Experienced professional with a versatile background in call center customer service management, operations, and quality assurance. Proven track record of delivering exceptional customer experiences, optimizing operational efficiency, and ensuring adherence to quality standards. Skilled in team leadership, process improvement, and effective communication. Committed to driving excellence, exceeding expectations, and achieving organizational goals.
Overview
8
8
years of professional experience
Work History
Operations Customer Care Specialist
HTL-Strefa, Inc.
02.2022 - Current
- Serve as primary point of contact for customers, addressing their inquiries, concerns, and issues promptly and professionally via phone and/or email.
- Process customer orders using QuickBooks and TrueCommerce EDI, verify accuracy, and ensure timely fulfillment by coordinating with internal teams such as sales, logistics, and inventory management.
- Identify opportunities to streamline processes and enhance operational efficiency by making recommendations for process improvements and contributing to implementation of new strategies or systems to optimize customer care operations.
- Decrease customer response time by 30% through efficient ticket management and prioritization.
Quality Control Specialist
HTL-Strefa, Inc.
09.2019 - 02.2022
- Serve as primary point of contact for customers, addressing their inquiries, concerns, and issues promptly and professionally through various channels such as phone, email, chat, or social media.
- Investigate and address non-conformance issues, including customer complaints and product defects; Analyze root causes, implement corrective actions, and follow up to ensure effectiveness of solutions.
- Identify opportunities for process improvement and efficiency enhancement by analyzing data and feedback to recommend and implement corrective actions, process modifications, or training initiatives to enhance quality outcomes.
- Create and maintain comprehensive documentation, including standard operating procedures (SOPs), quality manuals, checklists, and templates.
- Ensure documentation accuracy, accessibility, and adherence to relevant quality standards.
- Prepare for and participate in external quality audits and certifications to demonstrate compliance with industry-specific standards.
- Assist in coordinating audit activities, addressing audit findings, and maintaining necessary certifications.
Customer Service Call Center Supervisor
Louisiana Healthcare Connections
08.2015 - 09.2019
- Provide strong leadership and guidance to a team of customer service representatives, including hiring, training, coaching, and performance management.
- Monitor and evaluate team performance, analyze metrics, and implement strategies to achieve key performance indicators (KPIs) such as service level agreements (SLAs), customer satisfaction scores, and first call resolution rates.
- Develop and implement customer service strategies and initiatives to improve overall customer satisfaction and loyalty.
- Ensure consistent delivery of high-quality service by conducting regular quality assurance assessments, providing feedback, and implementing improvement plans as necessary.
- Handle escalated customer complaints and complex issues, ensuring prompt and satisfactory resolutions.
- Generate reports on call center performance, customer feedback, and trends; Analyze data to identify areas for improvement and implement appropriate actions to optimize operational efficiency and customer satisfaction.
Education
Master of Science - Nursing
Herzing University
Atlanta12.2024
Bachelor of Science - Nursing
Southern University And A & M College
Baton Rouge, LA12.2016
Skills
- Process Improvement and Quality Management
- Customer Relations Management (CRM) Systems
- Microsoft Office
- Client Rapport-Building
- Customer Service Excellence
- Exceptional Communicator
- Problem-Solving and Analytical Thinking
- TrueCommerce EDI Proficient
Timeline
Operations Customer Care Specialist
HTL-Strefa, Inc.
02.2022 - Current
Quality Control Specialist
HTL-Strefa, Inc.
09.2019 - 02.2022
Customer Service Call Center Supervisor
Louisiana Healthcare Connections
08.2015 - 09.2019
Master of Science - Nursing
Herzing University
Bachelor of Science - Nursing
Southern University And A & M College
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