William Trotter
Lakeside,CA
Summary
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.
Overview
17
17
years of professional experience
Work History
Call Center Manager
GC Services
San Diego, CA
02.2007 - 11.2023
- Collected and analyzed call center statistics, costs, and customer service metrics.
- Led daily team meetings to review performance, set targets and motivate staff.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Maintained a high lever of client relations while maintaining an excellent level of compliance.
- Determined quality assurance benchmarks and set standards for improvement.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- 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.
- Collaborated with training team to boost product support and certification training initiatives.
Education
GED -
El Modena High School
Orange, CASkills
- Escalation Management
- Productivity Standards
- KPI Tracking
- Employee Motivation
- Performance Improvements
- Team Coaching
- Quality Controls
- Technical Support
- Quality Assurance
Timeline
Call Center Manager
GC Services
02.2007 - 11.2023
GED -
El Modena High School