Travis Powers
Springdale ,AR
Summary
Dynamic Contact Center Supervisor with a proven track record at Blackhills Energy, excelling in effective coaching and process improvement. Enhanced team performance through strategic feedback, achieving significant reductions in call handling times. Strong leadership and exceptional communication skills fostered a motivated workforce, driving customer satisfaction and operational excellence.
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
21
21
years of professional experience
Work History
Contact Center Supervisor
Blackhills Energy
06.2020 - 10.2025
- Supervised daily operations, ensuring adherence to customer service standards and protocols.
- Trained new staff on systems, procedures, and best practices for effective call handling.
- Monitored team performance metrics, providing feedback to enhance service quality and efficiency.
- Implemented process improvements that streamlined workflow and reduced call handling times.
- Conducted regular team meetings to communicate goals, share updates, and motivate staff engagement.
- Collaborated with management to strategize on service enhancements based on customer feedback trends.
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Directed, guided, coached and mentored team of Number agents and surpassed individual and corporate goals.
- Reduced average handling time with effective coaching and feedback sessions for agents.
Team Lead
Blackhills Energy
01.2018 - 05.2020
- Implemented process improvements to streamline workflows and reduce turnaround times.
- Coordinated cross-functional teams to achieve project milestones and enhance collaboration.
- Analyzed team performance metrics, identifying areas for improvement and strategic action plans.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Customer Service Representative
Blackhills Energy
09.2013 - 04.2018
- Resolved customer inquiries through multiple channels, ensuring timely and accurate information delivery.
- Collaborated with team members to streamline processes, improving response times for service requests.
- Analyzed customer feedback to identify trends, leading to improved service strategies and product offerings.
- Implemented conflict resolution techniques, effectively addressing escalated issues while maintaining professionalism.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Regional Sales Manager
MSI Inc.
01.2005 - 06.2013
- Developed and implemented strategic sales plans to drive regional growth and market penetration.
- Analyzed market trends to identify new business opportunities and adjust sales tactics accordingly.
- Established key performance indicators to measure sales effectiveness and improve operational efficiency.
- Collaborated with marketing to design targeted campaigns that increased product visibility in the region.
- Cultivated strong relationships with key clients, ensuring retention and long-term partnerships.
- Presented quarterly business reviews to senior leadership, outlining achievements and future strategies for growth.
- Increased regional sales by implementing strategic marketing plans and nurturing key client relationships.
- Contacted key accounts regularly and achieved high satisfaction scores by routinely re-assessing needs and resolving conflicts.
- Finalized sales contracts with high-value customers.
Education
No Degree - Business
Arkansas Tech University
Russellville, ARHigh School Diploma -
Springdale High School
Springdale, AR05.1996
Skills
- Effective coaching
- Call monitoring
- Workforce management
- Compliance
- Strong leadership
- Employee engagement
- Quality assurance
- Reporting skills
- Training delivery
- Employee motivation
- Coaching and mentoring
- Staff motivation
- Product and service sales
- Performance evaluation
- Employee coaching
- Business development
- Teamwork
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Self motivation
- Professionalism
- Process improvement
- Performance evaluations
- Team management
Timeline
Contact Center Supervisor
Blackhills Energy
06.2020 - 10.2025
Team Lead
Blackhills Energy
01.2018 - 05.2020
Customer Service Representative
Blackhills Energy
09.2013 - 04.2018
Regional Sales Manager
MSI Inc.
01.2005 - 06.2013
No Degree - Business
Arkansas Tech University
High School Diploma -
Springdale High School