Walter Curry
Gainesville,FL
Summary
Results-driven Call Center Manager known for productivity and task efficiency. Specialize in workforce management, customer satisfaction strategies, and process optimization. Excel in communication, leadership, and problem-solving to enhance team performance and ensure customer service excellence.
Overview
19
19
years of professional experience
Work History
Call Center Supervisor
Keller Meyer Berenson's Services
Remote
05.2023 - 07.2024
- Prepared and distribute daily and/or weekly customer activity reports to executives, customers, and internal team
- Ensured compliance and any other relevant issues central to improving the customer experience
- Organized workflow to meet or exceed departmental goals
- Motivated, mentored and develop agents and leads
- Accountable for Service Record, Service Orders and Case Records, and make updates, as needed
- Assisted in rollout progress and vendor management
- Ensured established service level agreements (SLA), data integrity, and communication are adhered to
- Coached representatives on key company objectives outlined by management
- Managed customer issues as they arise during day-to-day operations
- Handled and resolved escalated calls and customer complaints
- Attended focus groups with the Call Center Manager, Client Services, and the Client with goals on improving the accounts overall performance
- Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality
- Remote
Call Center Supervisor
Innisfree M&A, Incorporated (Project)
Remote
02.2024 - 06.2024
- Managed remote agents' outreach on the Salesforce platform and keeping track of key performance metrics
- Approved the timesheets of campaign representatives
- Utilized Five9 and Salesforce to Conduct Quality Assurance and monitor agents
- Answered agents question via teams
- Created dashboards and customized reports
- Performed annual Employee Performance Reviews
- Coached and developed agents
- Conducted training sessions for new hires and current employees
- Provided coaching, feedback, and performance reviews
- Assured that all Agents received up to date training
- Accurately and reviewed work performance of Customer Service Agents and ensuring that their Aptitude and Attendance meet Company requirements
- Contributed to call calibration sessions to evaluate agent performance
- Remote
Call Center Supervisor
Purdue University
Remote
08.2021 - 05.2023
- Directed the day-to-day activities of the Call Center employees by ensuring schedule adherence and optimum performance
- Conducted daily team meetings to ensure reps are fully updated and informed on all new information
- Monitored and evaluated the quality of the CSR telephone calls
- Provided meaningful and effective coaching, feedback, and training to associates, setting appropriate development goals and following up on progress
- Hired, trained, and developed call center employees
- Handled all facets of performance management including performance evaluations and corrective action
- Ensured all Service Center KPI's are within client threshold
- Prepared reports for different departments or upper management
- Remote
Call Center Supervisor (Contract)
Maximus
remote
10.2021 - 02.2023
- Monitored and evaluated agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Identified operational issues and suggested possible improvements
- Prepared reports and analyzing data to assist management a they determine call center goals
- Hired, trained, and prepared call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Worked with other supervisors management team members to support agents and maximize customer satisfaction
- Evaluated employees' job performance and recommended appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- Measured performance with KPIs such as calls interruptions, calls waiting, etc
- Answer questions from staff and provide guidance and feedback
- Remate
Call Center Manager/Technical Support Manager
Stratford Medical Group
Fort Lauderdale, FL
04.2021 - 08.2021
- Managed daily call center operations to ensure a culture of professionalism, discipline, and accountability
- Coached and provided feedback to enhance representatives' skills for QA and KPI standards
- Increased call center capacity by 30% and reduced attrition by 20% through targeted recruiting efforts and improved onboarding processes
- Unlocked agents' accounts
- Provided leadership to supervisors and call center representatives to ensure that all operational procedures are executed
- Monitored calls side by side and recorded calls for KPI standards to ensure center goals are met
- Created training manual targeted at resolving even the most difficult customer issue
- Approved time off requests and prepared staff schedules
- Conducted recursive training to new hire and experienced agents
- Prepared call center performance analysis reports
- Handled escalated calls from customers with concerns that affected service and quality
- Developed effective call scripts for various call campaigns to optimize call center productivity
- Developed, implemented, and maintained performance metrics to ensure call center resources are meeting productivity objectives
- Created call ques and automatic call lists utilizing Nice-inContact software
- Created call center extensions in RingCentral
- Created new user accounts and assigned agent proficiencies
- Designed, implemented, and maintained quality assurance processes to ensure call center representatives maintain a high level of professionalism and customer service on the phone
- Managed contact center operations based on KPIs, metrics, SLAs, and other relevant daily performance data
- Maintained current knowledge of industry new developments, productions, and involvement in network communication
- Ensured proper staffing, training & retention, consistent processes & procedures implementation, and achievement of operational objectives
- Analyzed and proposed / executed process improvement plans for patient service teams and systems
- Partnered with senior executive team and department heads to align patient service objectives, strategies, policies & procedures, and systems with the organization's marketing and advertising objectives
- Motivated, coached, and retained staff as well as coordinating reward, bonus, and incentive plans
Call Center Manager
Global Tel Link
Gainesville, FL
05.2019 - 07.2020
- Managed the Gainesville Call Center in all areas of operations, processes and team member development
- Developed a highly motivated management team and an outstanding Customer Service organization; focus on leadership development, coaching and exceptional quality performance
- Instituted performance standards and execute to maintain or exceed the defined performance standards that are implemented
- Managed the creation, implementation and maintenance of motivational plans, succession plans, and training plans
- Partnered with h the QA team and perform data analysis to drive a metrics focused environment and develop process controls using analytics and statistical methods
- Meet regularly with the team to keep them current on operational issues, company news, and incoming facing events
- Partnered with the management from other GTL Call Center locations to ensure consistency in the delivery and level of service
- Analyzed and reviewed current operational procedures; streamline where appropriate; execute changes where needed to improve overall service delivery
- Managed Call Center within budget at targeted performance levels
- Partnered with Senior Vice President to establish service levels, answer rate, training and communications goals
- Worked closely with the Workforce Manager to ensure adequate scheduling and staffing
- Analyzed call performance trends; maintain daily, weekly and monthly reports and ensure quality assurance standards are being met
- Managed the Training department and Mailroom
- Approved all permanent schedule changes
- Managed three supervisors and one team leader
- Hired, Promoted and Terminated all GTL GNV center employees
- Managed the subject matter experts/research team
- Create accounts and enable system permissions for new hires coming on board
Helpdesk Manager
Tower Hill Insurance Group
Gainesville, F
05.2017 - 05.2019
- Managed the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
- Maintained high levels of performance for customer service metrics including call answer rate, call quality, customer service ratings, order accuracy, etc
- Conducted training sessions for newly hired staff and explaining the ticketing system to resolve issues in the pipeline
- Reviewed incident tickets and responded to end-users appropriately; resolve open tickets in a timely and professional manner, ensuring a positive client experience
- Delegated tasks to the help desk team and providing technical support for critical issues like hardware malfunction, corrupted software application
- Assisted with the testing of software and hardware for evaluating the ease of use
- Created users for system applications and assigned permissions
- Unlocked user windows accounts with Active Directory
- Created wireless access accounts for external users and auditors
- Maintained attendance sheets and prepared weekly payroll input and monitored staff's adherence to schedule
- Solved problems and made decisions daily relative to Help Desk responsibilities
- Ensured that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions
- Performed staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
- Ensured that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
- Maintained data for monitoring and polling customer devices remotely
- Managed and monitored remote customer service representatives
- Conducted daily team meetings
- Assisted users experiencing problems with hardware, software, networking, and other computer- related technologies which cannot be addressed by Help Desk Supervisor
- Monitored the performance of customer service representatives, identified training needs and revamped working aids related to everyday duties
- Evaluated customer survey data and prepared process improvement recommendation
- Worked closely with Vice President and implemented new ideas
- Developed and implemented reports on customer issues, service levels, response times and root cause
- Conducted audits to ensure compliance
- Monitored calls and provided feedback during coaching sessions
- Monitored team and evaluated call center results and ensured achievement of all performance targets
- Isolated problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
Call Center Manager
MV Transportation
Gainesville, FL
02.2016 - 05.2017
- Managed and direct training, scheduling of staff and re-training in any deficient areas the call center staff
- Managed call center representatives, reservationists and drivers
- Established KPI objectives to increase productivity and exceed company goals (call time, wrap time, number of calls, etc.)
- Managed and oversee all quality assurance/customer service of all call center staff
- Managed passenger trip requests manually or through use of automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) and considering operator and vehicle availability and vehicle capacity types
- Developed and maintained effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow, delineation of duties and responsibilities, staffing levels and supervision
- Improved Call Center operations through innovation, staff development, and performance monitoring
- Maximized team performance through training, motivation and incentive programs
- Performed annual and ongoing Employee Performance Reviews
- Investigated and resolved customer complaints and grievances
- Organized trips for Gainesville disabled committee
- Worked with Payroll Support Manager on daily and bi-weekly imputing and paying out of Call Center employees pay
- Coordinated monthly meetings with facilities/hospitals to discuss changes to service, concerns and customer satisfaction
- Monitored and evaluated customer service representatives and driver's performance to assure quality service, professionalism and courtesy, and identify actions that can improve quality and customer satisfaction
- Approved time off requests and created staff schedules
- Prepared scheduling, monitored representative's attendance, scheduled shifts & breaks as necessary
- Prepared operational reports by collecting, analyzing, and summarizing data and trends
- Prepared budget reports and tracked call center expenditures
- Assisted in overseeing safety and training programs, plans and processes to ensure compliance with company, contract and regulatory requirements
- Assisted with conducting periodic departmental audits
- Developed new procedures and inducements to address individual attendance
- Conducted regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure daily goals were met
Call Center Supervisor
New Jersey Transit
Newark, New Jersey
12.2013 - 10.2014
- Supervised Access Link Call Center operations to ensure compliance with all applicable policies, procedures and standards regarding ADA trip reservations and service monitoring
- Performed analysis of all aspects of call center data, and prepared required operational and statistical data reports
- Collaborated with staff as needed to ensure Access Link is operated in compliance with all NJ TRANSIT, state and federal Americans with Disabilities Act requirements
- Provided 24-hour, 7-day on-call availability to respond to service emergencies, including vehicle accidents, customer incidents/injuries and service disruptions
- Assisted Operations Manager with implementation of supervisory standards and procedures in key operational areas, including reservations, service monitoring and follow-up
- Managed assistant supervisors and performed monthly evaluation reports on their performance
- Scheduled and conducted staff meetings
- Forecasted and developed schedules to ensure proper staffing levels
- Managed employee's attendance records and approved vacation requests
- Conducted performance reviews, including annual-setting/performance development plan, midyear review, and final year-end performance review
- Monitored dispatcher nd reservations performance and ensured policies and procedures were- met, set goals, standards and benchmarks that evaluated individual employees and customer satisfactions associated ratings
- Interviewed and recommended personnel for hire, promotions and termination
- Monitored call qualities by evaluating recorded calls and listening to live calls
- Managed ACD system to ensure optimal call routing and efficient customer service in all areas
- Implemented policies and procedures for all functions relating to the daily operation of the call center
- Provided feedback and coached customer service representatives to ensure call service and quality goals are met daily
Call Center Supervisor
St John's University
Jamaica, New York
04.2011 - 09.2012
- Supervised Customer Service Representatives and Student Workers to ensure customer needs are met
- Carried out supervision, coaching, call monitoring, training, reviewing and disciplining of all representatives
- Cross-trained and provided back-up for other customer service representatives when needed
- Improved performance by implementing/analyzing key metrics and dashboards
- Managed call volumes and maintaining Service Level Agreements by making sure all reps were available and ready to take calls
- Acted as a source of information and answered representatives/students' questions, assigned tasks, followed up and gave instructions as necessary
- Motivated staff to achieve and maintain a high level of performance, focusing on customer satisfaction and professionalism
- Provided insight and suggestions on operational procedures; call analysis and training issues to management, which would contribute to operational efficiencies and improvements in customer service
- Planned and scheduled staff based on forecasted call volume demand
- Developed and delivered performance reviews
- Conducted and scheduled customer service representative's team meetings
- Compiled and maintained operational and performance reports
- Approved customer service representatives leave requests and timesheets
- Developed and maintained daily call center metric reports and employee scorecards
- Monitored queues and tracked inbound calls
- Kept agents aware of inbound calls, calls waiting, and abandonment rate
Call Center Manager
First Transit
Long Island City, NY
05.2010 - 03.2011
- Monitored and evaluated Operations activities
- Includes: vehicle on-time statistics, missed runs, customer complaint data, accident data, road call data, and other operations related functions
- Managed day-to-day contact center operations and business planning, employee development, operational efficiency and service excellence
- Assisted the General Manager in day-to-day operational oversight of location operations including billing, payroll, routing/scheduling, DOT & state compliance, accounts receivable and accounts payable, recruitment and hiring of location employees
- Tracked and maintained employee attendance system, processes driver and operations staff vacation requests
- Maintained/orders necessary driver and staff uniforms
- Assumed first-line supervision of location employees
- Ensures company policies and procedures are followed
- Monitored call center statistics including call volume, average hold time, percent answered, etc., so as to adjust staffing coverage as needed to maintain optimal performance within budget; Maintained delivery of key performance measures as outlined in the First Transit proposal and the contract
- Prepared and provided monthly, quarterly and/or annual reports along with accompanying statistical reports and other analyses as requested by the client and/or regional staff
- Approved personal days, day trades, and shift trades for all customer representatives and supervisors
- Attended union hearing for employees served with disciplinary actions such as suspensions and terminations
- Handled the most complicated Access-A-Ride transportation disability complaints
- Ensured that individuals with disabilities unable to use public bus or subway got to their hospital appointments and other destination safely
- Develop, implement and maintain an effective Quality Assurance (QA) program
- Analyzed and managed metrics and report statistical performance levels related to Call Center
- Managed staffing levels and scheduling to optimize performance
Call Center Manager/Trainer Developer
City of New York - 311 Call Center
New York, NY
06.2005 - 01.2010
- Responsible for scheduling executives, supervisors, and quality assurance for new hire presentations
- Prepared performance reports for employees to be submitted to management
- Managed all call center functions and ensured efficiency in work
- Maintained and designed reports for various call center metrics
- Managed calibration and training sessions
- Conducted virtual training for new hires
- Conducted Quality Assurance on calls for adherence to agency policy and to identify areas for opportunity and conduct coaching to improve performance
- Trained, managed and motivated, and evaluate customer service representatives
- Ensured workflow efficiencies, customer service excellence, and quality assurance
- Trained and supervised newly trained Customer Service Representatives as they transition to the work environment
- Managed 3-1-1 Question mark Perception Assessment Management System Database including developing, delivering and summarizing data from assessment, evaluation, exams, and generating various statistical reports and training of personnel
- Trained 3-1-1 call center executives and outside vendor (King Tele-services) in system software and citywide applications
- Liaise between 3-1-1 and other NYC Agencies to ensure understanding and adherence to new call center policies and directives
- Trained call center representatives on citywide applications
- Directed call center operations as a liaison between clients, supervisors, and call center employees
- Reviewed call center statistics to measure staff performance and the need for improvement
- Developed e-learning software demonstrations, software simulations and branched quizzes using Adobe Captivate
- Designed and prepared teaching aids, course materials, final assessments, and skill evaluations
- Interviewed candidates for 3-1-1 call center positions
- Updated alerts, policy and procedures on internal 3-1-1 website
- Developed metrics to evaluate progress and program goals
- Developed effective administrative and clerical procedures and practices
- Assisted IT with the rollout of new and upgraded call center applications
- Performed reports for Quality Assurance, Training Team, and Content Team with excel
- Assisted employees with remote desktop connection issues
- Assisted IT with the rollout of new and upgraded call center applications
- Interviewed candidates for 3-1-1 call center positions
- Administered technical competency assessment to CCR candidates
- Administrator of Enterprise Manager a browser-based system that analyzes and reports results obtained by participants that have completed a survey or assessment
- Maintained technical log, troubleshoot and report technical issues associated with all computer applications that are used for training at 3-1-1
- Developed metrics to evaluate progress and program goals
- Created a customer service training manual and quality assurance form
Education
Associates Criminal Justice - Crime Scene Investigation
Purdue University Global
01.2024
High School Diploma -
Lehman High School
Bronx, New York01.1994
Skills
- Retention Strategies
- Productivity benchmarks
- KPI Tracking
- Productivity Standards
- Escalation management
- Performance updates
- Process updates
- Complaint resolution
- Team Coaching
- Call Monitoring
- Workforce Management
- Performance Improvements
- Call Center Operations
- Hiring oversight
- Strong leadership
- Staff Training
- Scheduling expertise
- Quality controls
- Report Preparation
- Employee Motivation
- Recruitment and hiring
Timeline
Call Center Supervisor
Innisfree M&A, Incorporated (Project)
02.2024 - 06.2024
Call Center Supervisor
Keller Meyer Berenson's Services
05.2023 - 07.2024
Call Center Supervisor (Contract)
Maximus
10.2021 - 02.2023
Call Center Supervisor
Purdue University
08.2021 - 05.2023
Call Center Manager/Technical Support Manager
Stratford Medical Group
04.2021 - 08.2021
Call Center Manager
Global Tel Link
05.2019 - 07.2020
Helpdesk Manager
Tower Hill Insurance Group
05.2017 - 05.2019
Call Center Manager
MV Transportation
02.2016 - 05.2017
Call Center Supervisor
New Jersey Transit
12.2013 - 10.2014
Call Center Supervisor
St John's University
04.2011 - 09.2012
Call Center Manager
First Transit
05.2010 - 03.2011
Call Center Manager/Trainer Developer
City of New York - 311 Call Center
06.2005 - 01.2010
Associates Criminal Justice - Crime Scene Investigation
Purdue University Global
High School Diploma -
Lehman High School
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