Tori Howard
Franklin,OH
Summary
Dynamic and results-driven professional with a proven track record of transforming customer service through exceptional leadership. A true people person with a passion for building strong relationships and fostering a positive work environment. Skilled in motivating and empowering teams to deliver outstanding service and exceed customer expectations. Known for effectively resolving conflicts, driving process improvements, and implementing strategies to enhance overall customer satisfaction. A dedicated leader committed to achieving organizational goals and driving success through people-focused initiatives.
Overview
5
5
years of professional experience
Work History
Contact Center Team Lead
AES Ohio
09.2022 - Current
- Coaching and job counseling to support team members in their professional growth.
- Recognizing and rewarding outstanding performance to boost morale and motivation.
- Improving team performance and satisfaction by fostering a positive and collaborative work environment.
- Navigating changing situations and handle multiple tasks effectively.
- Achieving and performing key metrics that drive business decisions, ensuring that the team consistently achieves or exceeds performance targets.
- Leveraging AI and other company tools to streamline efficiency.
- Striving to deliver exceptional customer service and drive continuous improvement within the contact center.
- Coaching efforts have generated long-term invested employees committed to the organization's success.
- Investing in team members' development and recognizing their contributions.
- Led a team of 15+ contact center agents, overseeing daily operations and ensuring adherence to performance metrics
- Conducting regular performance reviews and provided coaching and feedback to team members to drive continuous improvement
Customer Service Representative
AES Ohio
02.2022 - 09.2022
- Provided exceptional customer service to ensure high customer satisfaction levels.
- Collaborated with team members to achieve common goals and deliver top-notch service.
- Provided exceptional customer service by promptly responding to inquiries, resolving issues, and ensuring customer satisfaction.
Contact Center Manager
Oberer's Flowers
01.2020 - 03.2021
- Led sales operations with a focus on customer experience.
- Developed in-house training materials and recruited and trained customer care reps to enhance service quality.
- Implemented performance metrics to drive employee development and productivity.
- Implemented new technology solutions to streamline contact center operations and improve efficiency
- Analyzed and interpreted data to identify trends and make strategic decisions to enhance contact center performance
- Collaborated with cross-functional teams to develop and execute strategies for improving customer engagement and retention.
Education
High School -
Fairborn High School
Fairborn, Ohio05-2015
MARC -
Skills
- Team Building
- Leadership
- Performance Management
- Effective Communication
Timeline
Contact Center Team Lead
AES Ohio
09.2022 - Current
Customer Service Representative
AES Ohio
02.2022 - 09.2022
Contact Center Manager
Oberer's Flowers
01.2020 - 03.2021
High School -
Fairborn High School
MARC -
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