Virginia Tarver
GROVETOWN,GA
Summary
Experienced Customer Service Supervisor bringing over 4 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and build team morale through effective communication and positive performance feedback.
Overview
4
4
years of professional experience
Work History
Customer Service Supervisor
Ansafone Contact Center
Ocala, FL
09.2022 - Current
- Interview job candidates.
- Conduct terminations and provide discipline when needed.
- Provide direct supervision for a team of up to 35 agents.
- Ensure agents understand their duties and delegated tasks.
- Conduct 1:1s, plan and schedule goals for performance that comply with company plans.
- Monitor productivity while providing constructive feedback and coaching.
- Coach on HIPAA violations or Auto Failed calls.
- Run attendance, add occurrences and check punches before sending payroll.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Shift Leader
Ansafone Contact Center
Ocala, FL
01.2019 - 09.2022
- Maintain customer satisfaction ratings based on explicit criteria set forth by the company.
- Attend mandatory training sessions to stay updated on changes within Solutran or company policy changes.
- Responsible for over seeing agents and their current status.
- Monitored performance of over 180 agents.
- Report agent issues promptly to supervisor's.
- Maintain professionalism while taking escalated calls. Provided support to newbies, seasoned agents and upper management while maintaining a positive attitude.
Production Worker
Signature Brands LLC
Ocala, FL
01.2018 - 11.2018
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
- Inspected final products to assess compliance with quality standards and established tolerances.
- Carried out basic quality checks and packaging.
- Assembled products on production line.
- Adhered to all factory safety guidelines
Education
Pasco Hernando Community College
Dade City, FLPasco High School
Dade City, FLSkills
- Corrective Actions
- Customer Service
- Team Meetings
- Motivational Leadership
- Call Monitoring
- Rewards Programs
- Microsoft Office
- Team Productivity
- Annual Performance Reviews
- Supervising Employees
- Key Performance Indicators (KPIs)
Timeline
Customer Service Supervisor
Ansafone Contact Center
09.2022 - Current
Shift Leader
Ansafone Contact Center
01.2019 - 09.2022
Production Worker
Signature Brands LLC
01.2018 - 11.2018
Pasco Hernando Community College
Pasco High School
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