Yolanda Buford
Training and Development
Atlanta,Ga
Summary
Team-oriented self-starter bringing 7 years in training, staff development, management and human resources. Exceptional communication, analytical and organizational skills.
Overview
9
9
years of professional experience
Work History
Quality Assurance Supervisor
Ackerman Security Systems
Norcross, GA
10.2020 - 07.2022
- Managed tracking and reporting of Quality Assurance metrics weekly and monthly per agent
- Review, evaluate, and score calls to established quality assurance instruments and standards
- Collaborated with the Training Coordinator to identify training needs
- Monitor inbound and outbound calls for adherence to compliance guidelines
- Collaborate and communicate with internal leadership and support teams to share insights and barriers to success
- Cultivated employee engagement with the Quality Assurance department
- Trained Quality Assurance expectations to new hires
- Recommend coaching and development opportunities to associates and supervisors.
- Increase employee engagement and call quality 20%
Call Center Training Coordinator
Ackerman Security Systems
Norcross, GA
10.2015 - 10.2020
- Established and oversaw performance targets for call center associates.
- Mapped out company needs for training program
- Assisted with onboarding of new hires
- Trained new hires
- Recruit and train new Trainers, delegate training tasks to new Trainers, provide feedback on performance
- Managed new hire attendance and time
- Tracked new hires’ performance within first 30 days of completing training
- Managed curriculum updates to company database and new hire manuals
- Assist in calibration sessions with management
- Established employee engagement and participation
- Maintained call center equipment in good working order to maximize productivity.
- Manage day-to-day interactions with new hire agents
- Create weekly agenda to outline productively during training
- Created tests and quizzes to ensure information that was trained was received
- Scheduled and created ongoing training
- Established relationships and touch points with new hires to promote retention.
- Attended seminars and meetings to learn new training methods for future training sessions
Contact Call Center Customer Service Representative
Ackerman Security
Norcross, GA
06.2013 - 10.2015
- Processed outbound burglary and fire alarm signal calls
- Effectively communicate information to proper authorities for dispatching and homeowner
- Processed invoices and explained customer billing
- Maintained written records of customer interactions
- Provide basic product information for troubleshooting inbound calls
- Maintained positive, empathetic, and professional attitude towards customers
- Reconciled customer conflicts in best interest of customer and company
- Scheduled service appointment for technician
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Boosted customer service satisfaction ratings through consistent quality control.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Worked with customers to understand needs and provide excellent service
Skills
Data Analysisundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Remember that not getting what you want is sometimes a wonderful stroke of luck.
Tenzin Gyatso, Fourteenth Dalai Lama
Timeline
Quality Assurance Supervisor
Ackerman Security Systems
10.2020 - 07.2022
Call Center Training Coordinator
Ackerman Security Systems
10.2015 - 10.2020
Contact Call Center Customer Service Representative
Ackerman Security
06.2013 - 10.2015
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