YANISE FAUSTIN
Phoenix,Arizona
Summary
People-focused team manager with 6+ years leading performance and development in high-volume operations. Managed teams up to 30 employees and coached 3–4 supervisors responsible for ~15 agents each. Skilled in KPI performance management, training, coaching, hiring, and employee relations to deliver measurable results.
Overview
9
9
years of professional experience
Work History
Porting and Activations Supervisor
Consumer Cellular
Phoenix, Arizona
06.2022 - Current
- Lead and develop a team of approximately 20 customer service professionals, with experience directly managing teams of up to 30 employees in a fast-paced contact center environment
- Oversaw team performance metrics including customer experience, quality, productivity, attendance, adherence, and efficiency to drive operational excellence
- Analyze individual and team performance data using QA reviews and KPI analysis to identify trends, performance gaps, and coaching priorities; support agents in reaching and progressing toward performance goals
- Develop training around recurring behavioral and performance trends to address root causes and support consistent improvement across the team
- Manage complex customer and operational escalations requiring leadership intervention, de-escalation, policy interpretation, and coordination across departments
- Lead employees in a remote environment through virtual coaching, team meetings, performance discussions, real-time support, recognition, and engagement activities
- Collaborate cross-functionally with Sales and Customer Service to support customer onboarding initiatives and ensure a seamless service experience
- Partner with the Quality Management team to develop and refine call quality standards, and develop policies and procedures to support consistent team operations
- Identified and collaborated on process and customer-journey improvements with business partners to enhance service delivery and team efficiency
Mentor Supervisor
Consumer Cellular
Phoenix, Arizona
08.2021 - 06.2022
- Mentored developing supervisors in coaching, performance management, employee engagement, and daily team operations, fostering leadership capabilities and team cohesion
- Supervised and developed 3-4 Supervisors in Training while providing leadership oversight and guidance for teams of 15 agents each, enhancing team performance and operational effectiveness
- Observed and evaluated Supervisors in Training to assess leadership strengths, development needs, and readiness for permanent supervisory roles
- Conducted salary reviews, performance reviews, and career-development sessions with direct reports; coached emerging leaders through difficult employee conversations and operational decisions
- Partnered with Human Resources on investigations, corrective actions, documentation, and employee-relations matters, and with Talent Acquisition on candidate interviews and hiring decisions
- Communicated organizational changes and corporate initiatives to developing leaders, offering constructive feedback to senior leadership on frontline operational needs to align strategies with team dynamics
Customer Service Supervisor
Consumer Cellular
Phoenix, Arizona
01.2020 - 08.2021
- Led and developed a team of customer service professionals in a high-volume environment, using coaching, recognition, and performance management to drive accountability and engagement
- Monitored and analyzed team performance across customer satisfaction, quality, productivity, attendance, and adherence to identify trends and development priorities that informed coaching strategies
- Managed escalated customer concerns and supported employees with complex service issues requiring leadership intervention and cross-functional problem solving
- Supported employee retention and career growth through consistent recognition, communication, individualized coaching, and development conversations, fostering a positive work environment
- Reviewed customer interactions for professionalism, technical accuracy, communication effectiveness, and policy compliance, then provided targeted feedback and training
- Built strong relationships with customers, vendors, business partners, and cross-functional leaders to enhance service delivery and align operational goals
Senior Team Support Specialist
Consumer Cellular
Phoenix, Arizona
05.2020 - 11.2020
- Supported team leadership by training, coaching, motivating, and developing team members to achieve and exceed performance goals
- Monitored and analyzed team performance to enhance individual skills and increase overall team capability
- Reviewed service calls to assess customer service representatives' demeanor, technical accuracy, and policy compliance; delivered actionable feedback for development
- Cultivated strong working relationships with vendors, partners, customers, carriers, leadership, direct reports, and cross-functional employees to support collaborative efforts
Team Support Specialist
Consumer Cellular
Phoenix, Arizona
12.2019 - 05.2020
- Coached and supported agent development across sales, retention, and customer service, enhancing customer interactions and strengthening vendor partnerships
- Assisted Consumer Cellular team members with account and service inquiries.
- Trained new hires on call center tools and support procedures.
- Reviewed customer cases for compliance with company policies and procedures. for accuracy and proper documentation.
Customer Service Representative
Consumer Cellular
Phoenix, Arizona
06.2019 - 12.2019
- Resolved customer complaints and account issues over phone and email in high-volume environment, ensuring satisfaction and retention
- Assisted customers in activating devices, including phones, tablets, and SIM cards, to ensure proper functionality. for phones, tablets, and SIM cards.
- Resolved billing concerns and payment issues using company support systems.
- Delivered professional service by applying knowledge of industry practices and billing procedures, maintaining customer confidentiality
- Assisted Consumer Cellular customers with wireless plan questions and account updates.
Sales and Customer Service Supervisor
Uniforms Manufacturing Inc
08.2017 - 06.2019
- Supervised sales and customer service operations, enhancing team engagement and customer satisfaction in a full-time on-site environment
- Coordinated customer relationship management and sales processes, ensuring effective team performance and service delivery
- Supervised customer service team supporting uniform orders, fittings, and account inquiries.
- Resolved customer complaints involving order changes, delivery issues, and product defects.
- Trained representatives on product catalog, sizing charts, and embroidery request handling.
Education
Bachelor of Arts - Marketing
University of Arizona Global Campus
04-2027
Associate of Arts -
Paradise Valley Community College
Phoenix, Arizona07-2019
Skills
- Call Center Management
- Customer Experience
- KPI Analysis
- Quality Assurance
- Performance Management
- Employee development
- Leadership development
- Recruitment
- Onboarding
- Workforce Management
- Workforce Optimization
- Change Management
- Process Improvement
- Customer Escalations
- Workplace mediation
- Cross-functional teamwork
- Remote leadership
- HR Management Systems
- Customer Service Platforms
- Power BI
- Team leadership
- Process improvement
- Project coordination
- Quality control
- Budget management
- Processes and procedures
- Employee training
- Policy and procedure development
- Documentation and reporting
- Operations management
- Training and mentoring
- Employee motivation
- Coaching and mentoring
- Team building
- Payroll processing
- Project planning
Personal Information
Title: Porting and Activations Supervisor
Accomplishments
- Leadership Progression: Progressed through multiple leadership roles at Consumer Cellular while managing teams of up to 30 employees.
- President's Club Award: Won President's Club, a company award recognizing year-round performance and earning a fully paid trip to Hawaii.
- KPI Training and Coaching: Created targeted training around AHT, CSAT, adherence, and quality while using coaching to behavior and performance analysis to address behavioral trends.
- Cross-Functional Improvement: Partnered across HR, Workforce Management, Quality Assurance, Training, Talent Acquisition, Sales, and Operations to improve employee performance, customer experience, and business processes.
- Supervisor Development: Developed 3-4 Supervisors in Training at a time and supported teams of approximately 15 agents each through coaching, performance guidance, and daily leadership support.
- Cross-Functional Projects: Partnered with Sales on onboarding and training improvements, supported policy and process improvement work, collaborated with Customer Service Retention, worked with Workforce Management to maintain queues for agent support and customers, led agent engagement and day-to-day improvement efforts, contributed to port error process improvement, and supported website improvements for internal shopping and customer navigation.
Training / Courses
- Leadership and Supervisor Training
- Leadership Choice
- Revolutionizing Leadership Training and Coaching; Leadership Summit; ADKAR Leadership Model (2026); Holding Your Team Accountable; How to Keep High Performers Engaged; 10 Mistakes Leaders Should Avoid; Be the Manager People Won't Leave; The Three Pillars of Effective Communication; Leading and Motivating People with Different Personalities; Top 10 Rules for Highly Effective Leadership; Performance Management: Conducting Performance Reviews; Customer Service: Call Control Strategies; Leadership Development in College
- Business, Marketing, and Communication Coursework
- Business Law; Marketing Research; Management of Organizations; Introduction to Advertising; Survey of Computer Information Systems; Introduction to Business; Introduction to Statistics; Introduction to Philosophy; Developmental Psychology; Principles of Salesmanship; Business Communication; Marketing and Social Networking; Principles of Marketing; Accounting Principles I; Public Speaking; Excel Spreadsheet
Timeline
Porting and Activations Supervisor
Consumer Cellular
06.2022 - Current
Mentor Supervisor
Consumer Cellular
08.2021 - 06.2022
Senior Team Support Specialist
Consumer Cellular
05.2020 - 11.2020
Customer Service Supervisor
Consumer Cellular
01.2020 - 08.2021
Team Support Specialist
Consumer Cellular
12.2019 - 05.2020
Customer Service Representative
Consumer Cellular
06.2019 - 12.2019
Sales and Customer Service Supervisor
Uniforms Manufacturing Inc
08.2017 - 06.2019
Bachelor of Arts - Marketing
University of Arizona Global Campus
Associate of Arts -
Paradise Valley Community College