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Customer Experience Manager with 10+ years in Call Center Operations
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Competencies
Focused on ensuring customer service quality through monitoring, calibrations, and continuous improvement initiatives.
Conducted assessments and provided coaching to agents based on call evaluations to improve service delivery.
Supervised teams of agents, managed schedules, and supported training to enhance team performance.
Created and analyzed reports on call quality, customer satisfaction, and process metrics to support operational decisions.
Handled diverse customer interactions, providing support in sales, billing, technical issues, and escalations.
Education
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Summary
Versatile Customer Experience Manager with over 10 years in the call center industry, specializing in quality assurance, team leadership, and process improvement. Proven ability to analyze data, develop training, and manage performance metrics to enhance customer satisfaction. Skilled in report...
Key Achievements
- Managed QA teams across multiple programs, ensuring adherence to quality standards and improving team skills.
- Prepared and presented weekly, monthly, and quarterly reports on QA performance and client metrics.
- Led calibration sessions and quality monitoring activities that supported client and internal compliance.
Experience
Customer Experience Manager
Worked with different programs supporting the Quality teams, Assured the Quality guidelines are followed, Created and updated daily reports to showcase performance, Supported with CSAT, ASAT and FCR scrubbing for analysis and find root causes, Prepared WBR, MRB and QBR Presentations of the QA...
Representative and Quality Analyst
Made outbound calls to provide offers available to active customers, Evaluated calls from operation agents and provided 1 on 1 feedback, Followed up on internal and external fatal errors, Complied with the workload assigned weekly, Scheduled and led weekly calibrations with supervisors, Delivered...
Quality Coordinator
Ensured the client's quality guidelines are followed, Analyzed and reported the main failed behaviors identified by QA team for continuous improvement, Followed up on the QA team workload compliance weekly, Followed up on the Supervisor Compliance weekly (Smart goals, Side by Sides and One...
Operations Agent
Customer service/sales agent for auto insurance, Outbound calls to help customers look for auto insurance to find their best option
Operations agent
Handled inbound customer service calls such as billing, tech and retention calls
Floor support
Provided support to agents in operations with questions on their calls, Handled escalated/supervisor calls, Developed new agents giving knowledge of the system and procedures
CAG Auditor (Customer Advocacy Group)
Audited negative surveys from customers and provided real time feedback to the agents scored negatively, Analyzed different factors that impact the results, Called back to unsatisfied customers for resolution
Quality Agent
Evaluated calls from operation agents and provided 1 on 1 feedback, Conducted new hire Quality talks, Attended to QA calibrations (Internal and External), Reported to the client on the new hire quality results weekly, Complied with the workload assigned weekly
Operation Supervisor
Managed personal of 25 agents, Handled payroll management, Managed agent schedules, permissions, vacation etc., Reviewed daily results and provided feedback to the agents, Attended meetings with manager and general managers if needed, Attended to Internal and External calibrations, Supported the...