Summary
Overview
Work History
Education
Skills
Timeline
Generic

Whitney Washington

Houston,TX

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience

Work History

Digital Contact Consultant II

Cy Fair Federal Credit Union
05.2022 - Current


  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Seasonal Personal Delivery Driver

UPS
10.2021 - 12.2021
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
  • Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
  • Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.

Customer Service Team Lead (Remote)

Cigna
10.2020 - 10.2021
  • Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
  • Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
  • Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
  • Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.

Call Center Supervisor

Perdue Brandon Fielder Collins & Mott
09.2015 - 04.2020
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
  • Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.

Education

Bachelor of Science - Social Work

University of Houston-Downtown
Houston, TX

Bachelor of Science - Nursing

Prairie View A & M University
Prairie View, TX

High School Diploma -

Wheatley High School
Houston, TX

Skills

  • Resource Allocation
  • Staff Management
  • Best Practices Implementation
  • Timeline Development

Timeline

Digital Contact Consultant II

Cy Fair Federal Credit Union
05.2022 - Current

Seasonal Personal Delivery Driver

UPS
10.2021 - 12.2021

Customer Service Team Lead (Remote)

Cigna
10.2020 - 10.2021

Call Center Supervisor

Perdue Brandon Fielder Collins & Mott
09.2015 - 04.2020

Bachelor of Science - Social Work

University of Houston-Downtown

Bachelor of Science - Nursing

Prairie View A & M University

High School Diploma -

Wheatley High School
Whitney Washington