Trekiyah Gasper

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.

Overview

Work History

Call Center Supervisor

Education

High School Diploma -

Skills

Timeline

Call Center Supervisor

High School Diploma -

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