Trekiyah Gasper
Kansas City,MO
Overview
8
8
years of professional experience
Work History
Call Center Supervisor
Resultscompanies
Fort Lauderdale, FL
05.2016 - Current
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Implemented strategies to improve customer satisfaction levels.
- Assigned tasks to agents based on their skillset and availability.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Verified accuracy and completeness of data entry into the database system.
- Exceeded quality goals to support team productivity.
- Created spreadsheets to track data entries.
- Provided accurate information about company policies and procedures.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Facilitated communication between departments to resolve problems quickly.
- Participated in hiring interviews and selection process for new team members.
- Identified areas where additional training was needed among existing staff members.
- Collaborated with other departments to develop solutions for customer needs.
- Documented changes made within the department as part of continuous improvement efforts.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Maintained strong call control and quickly worked through scripts to address problems.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered constructive call process feedback.
- Planned staff and training meetings and scheduled conference rooms.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
- Identified and addressed training gaps to enhance team competency and efficiency.
- Facilitated training sessions for new hires and ongoing development for existing staff.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed customer complaints to determine appropriate methods for resolution.
- Recruited and trained new employees to meet job requirements.
Education
High School Diploma -
Paseo Acad. Of Performing Arts
Kansas City, MO06-2011
Skills
- Maintains confidentiality
- Error identification
- Filing and data archiving
- Proficient with [Database]
- Data accuracy
- Advanced clerical knowledge
- Quality control optimization
- Information tracking
- Coaching and Mentoring
- Staff Motivation
- Reporting skills
- Call Monitoring
- Report Writing
- Timekeeping abilities
- Schedule Coordination
- Training Coordination
- [Software] expertise
- Technical Support
- Account updating
- Employee Motivation
- Quality Assurance
- Scheduling proficiency
- Documentation expertise
- Document Management
- Social Media Monitoring
- CRM Software
- Performance Tracking
- Call Documentation
- Customer Service
- Quality Control
- Account Management
- De-Escalation Techniques
- Data Collection
- Paperwork Processing
- Call Management
- Data Entry
Timeline
Call Center Supervisor
Resultscompanies
05.2016 - Current
High School Diploma -
Paseo Acad. Of Performing Arts