Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Walter Curry

Gainesville,FL

Summary

Professional call center leader prepared to streamline operations and enhance customer interactions. Extensive experience in coaching teams and implementing process improvements to elevate service quality. Known for fostering collaborative environments and adapting to dynamic business needs, with strong communication and organizational skills.

Overview

20
20
years of professional experience

Work History

Call Center Supervisor

Captel
11.2024 - Current
  • Provided leadership and direction to a team of 20+ remote call center representatives, ensuring customer satisfaction goals were achieved.
  • Performed regular coaching sessions with staff members to improve their knowledge base and communication skills.
  • Created reports summarizing daily activities, including total number of calls handled and average wait times.
  • Monitored employee progress against established targets and key performance indicators.
  • Facilitated regular meetings with staff to discuss performance metrics, objectives and feedback.
  • Planned and prepared work schedules and assigned employees to specific duties.
  • Assisted with escalated calls when needed, providing guidance to agents on best practices for handling difficult customers.
  • Conducted performance reviews for call center representatives.
  • Approved time off requests and prepared staff schedules.
  • Tracked and report call center representatives punches and attendance violations.
  • Tracked call center representatives Adherence.

Call Center Supervisor

Keller Meyer
05.2023 - 07.2024
  • Analyzed customer data trends and identified areas for improvement in service delivery processes.
  • Mentored new team members on company policies and procedures related to call center operations.
  • Created reports detailing call center performance including average handle time and first contact resolution.
  • Trained agents on how to use phone systems, databases, software applications, tools and other resources effectively.
  • Monitored quality assurance metrics for each representative to ensure compliance with standards set by the organization.
  • Conducted weekly staff meetings to review goals, objectives, successes and challenges faced by the team.
  • Navigated multiple computer systems and applications and utilized search tools to find information.
  • Coached and mentored underperforming agents, resulting in a 20% improvement in key performance metrics.

Call Center Manager

Global Tel Link
05.2019 - 07.2020
  • Managed Gainesville 60+ 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.
  • Supervised, Coached and mentored 3 supervisors and 1 team leader.
  • Partnered with 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.
  • Hired, Promoted and Terminated all GTL GNV center employees.

Call Center Manager

MV Transportation
02.2016 - 05.2017
  • Managed a team of 30+ call center agents and 40 drivers, ensuring high-quality customer service.
  • Established KPI objectives to increase productivity and exceed company goals (call time, wrap time, number of calls, etc.).
  • Managed passenger trip requests manually or through the 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.

Call Center Manager /Trainer Developer

City of New York - 311 Call Center
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

High School Diploma -

Lehman High School
The Bronx, NY
09-1994

No Degree - Criminal Justice

Purdue University
West Lafayette, IN
08-2026

Skills

  • Call monitoring and quality assurance
  • Coaching and mentoring
  • Staff motivation
  • Schedule coordination
  • Customer service focus
  • Technical support
  • Training delivery
  • Timekeeping
  • Teamwork
  • Problem-solving
  • Team management
  • Conflict resolution

Software

Adobe Captivate, Adobe Photoshop, Avaya CMS, Symposium, Terms, Mainframe, Nice InContact, Trapeze, City time, Kronos, Sysaid, Cisco, Image Rights, RPM, PPS, ADP, SharePoint PowerPoint, Avaya, Cisco Jabber, Active Directory, Openidm, RPM, Paylocity, Rolesmatser, Salesforce, Five9, Verint Workforce Management, Dayforce, OPsmon, Excel Formulas, NetSuite, Ring Central, Zendesk, Webex, ServiceNow, Slack, Teams, Workday, Genesys

Timeline

Call Center Supervisor

Captel
11.2024 - Current

Call Center Supervisor

Keller Meyer
05.2023 - 07.2024

Call Center Manager

Global Tel Link
05.2019 - 07.2020

Call Center Manager

MV Transportation
02.2016 - 05.2017

Call Center Manager /Trainer Developer

City of New York - 311 Call Center
06.2005 - 01.2010

High School Diploma -

Lehman High School

No Degree - Criminal Justice

Purdue University

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Walter Curry