This is my profileContact via CazVidChristopher
Operations Supervisor with 5+ years in customer service and team leadership
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Competencies
Led call center teams, managed performance, and coordinated staff training and development.
Provided high-quality customer support, managed escalations, and used CRM tools to track satisfaction.
Facilitated effective verbal and written communication within teams and with customers.
Utilized call center software, CRM platforms, and data analysis tools to improve team performance.
Education
Languages
Summary
Experienced in managing call center operations, leading teams, and enhancing customer satisfaction through strategic oversight and team development.
Key Achievements
- Supervised a team of 18 call center agents ensuring high-quality service and performance metrics.
- Implemented strategies based on call center metrics to enhance efficiency and customer satisfaction.
- Handled escalated customer inquiries, resolving complaints while maintaining positive customer experiences.
Experience
Operations Supervisor
Supervise a team of 18 call center agents, ensuring high-quality customer service, timely issue resolution, and adherence to company policies and procedures., Monitor agent performance through quality assurance evaluations, providing constructive feedback and coaching to improve performance and skill development., Conduct regular team meetings to address performance goals, share updates, and motivate staff to maintain high productivity and engagement levels., Collaborate with management to analyze call center metrics and implement strategies to improve efficiency, customer satisfaction, and overall team performance., Handle escalated customer inquiries and complaints, providing effective resolutions while maintaining a positive customer experience., Ensure all team members meet or exceed key performance indicators (KPIs), including call volume, response time, and customer satisfaction ratings.