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, TXBachelor of Science - Nursing
Prairie View A & M University
Prairie View, TXHigh School Diploma -
Wheatley High School
Houston, TXSkills
- 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
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