Summary
Overview
Work History
Education
Skills
Timeline
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William DeWester

Yates City,IL

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Quality Analyst position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

21
21
years of professional experience

Work History

Contact Center Support Expert

Insitemanagedsolutions
09.2023 - Current
  • Skilled at working independently and collaboratively in team environment.
  • Self-motivated, with strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in team setting, providing support and guidance.
  • Previous experience performing Quality Assurance scans as well as coaching agents to enhance performance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Strengthened communication skills through regular interactions with others.
  • Organized and detail-oriented with strong work ethic.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Paid attention to detail while completing assignments.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in team projects, demonstrating ability to work collaboratively and effectively.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Proved successful working within tight deadlines and fast-paced environment.
  • Developed and maintained courteous and effective working relationships.

Supervisor

Hgs Usa
07.2012 - 08.2020
    • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
    • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
    • Monitored workflow to improve employee time management and increase productivity.
    • Evaluated employee performance and coached and trained to improve weak areas.
    • Achieved results by working with staff to meet established targets.
    • Maintained compliance with company policies, objectives, and communication goals.
    • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
    • Boosted team performance by developing customer service training materials and conducting service training.
    • Evaluated staff performance and provided coaching to address inefficiencies.
    • Educated staff on organizational mission and goals to help employees achieve success.
    • Generated reports detailing findings and recommendations.
    • Gathered, organized and input information into digital database.
    • Developed and updated tracking spreadsheets for process monitoring and reporting.

Corporate Instructor

Afni Call Center
01.2003 - 07.2012
    • Provided coaching and mentoring to employees.
    • Trained and mentored up to 30 new personnel hired to fulfill various roles every class cycle.
    • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
    • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
    • Facilitated virtual, in-person and blended learning sessions.
    • Developed job-specific competencies and performance standards.
    • Utilized variety of instructional design methodologies to create effective learning experiences.
    • Developed and executed performance management programs to increase employee engagement and productivity.
    • Built and maintained professional relationships with vendors and suppliers.
    • Created and oversaw new hire and supplemental training programs for operations.
    • Developed lesson plans, instructional materials and written practice tests for new hire and supplemental training courses.
    • Used Word and Excel to design training for new hire and current employees and increase company retention and productivity rates.
    • Established and maintained quality control standards.
    • Analyzed and evaluated training effectiveness and program outcomes.

Education

High School Diploma -

Farmington High School, Farmington, IL,
Farmington, IL
1985

Skills

  • Attention to Detail
  • Flexible and Adaptable
  • Supervision and Leadership
  • Organization and Time Management
  • Microsoft Office
  • Remote Office Availability
  • Computer Skills
  • Multitasking

Timeline

Contact Center Support Expert

Insitemanagedsolutions
09.2023 - Current

Supervisor

Hgs Usa
07.2012 - 08.2020

Corporate Instructor

Afni Call Center
01.2003 - 07.2012

High School Diploma -

Farmington High School, Farmington, IL,

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William DeWester