EXPERIENCE

New York, NY
CALL CENTER QUALITY TEAM LEADER
03/2015 – present

 Provide consistent and ongoing mentoring, coaching and training that focus on improving call center
leadership, morale, and performance and employee retention
 Maintain and improve consistency among all levels and departments of the organization regarding call
quality expectations
 Develop a positive team relationship by being supportive, visible and easily accessible
 Manage, hire, motivate, coach, develop and retain QR's
 Establish and monitor production standards and adherence with policies
 Resolve production challenges in urgent, deliberate manner
 Gather and proactively share Best Practices to help improve performance of each QR and overall call
center call quality. Direct team to identify opportunities for process improvement

Los Angeles, CA
TEAM LEADER, CALL CENTER
01/2008 – 01/2015

 Maintain good working relations with various network departments to ensure the scheduling process flows
smoothly
 Monitor agent calls and provide feedback
 Provide coverage in agent scheduling gaps
 Take calls as well as directs calls to agents who can handle them most efficiently
 Ensure data and call quality
 Analyzes Contact Center reporting and reports any areas of concern to Administrator
 Monitor call volumes and adjust agent’s schedules to handle heavy call volumes

Phoenix, AZ
CALL CENTER TEAM LEADER
11/2002 – 09/2007

 Contact Center Team Leader has the primary responsibility of developing, coaching and mentoring a staff
of potentially 6-15 Customer Service Representatives (CSR)
 Team Leader works with CSR’s to improve customer service and safety, reduce cost to the utility, increase
revenue, enhancing the company’s image and improving customer loyalty
 The successful candidate will participate in shared –on call responsibilities on a rotating basis
 This position will be filled for 3rd shift
 Set department goals and objectives. Facilitate monthly and/or 1-on-1 meetings with QR's to discuss goals
and create a success plan to ensure all calling and monitoring expectations are met
 Ensure that all QR's are consistently performing at an on or above target level, in all key metric indicators
by tracking performance and coaching to achieve and exceed performance guidelines
 Create, analyze and facilitate Call Center Quality reviews to call center associates via Town Hall
presentations, team leader meetings and calibration sessions

EDUCATION
Bachelor’s Degree
HOWARD UNIVERSITY
SKILLS
 Ability to solve a range of straightforward problems
 Knowledge of utility practices and procedures
 Teamwork
 Informing Others
 Process Improvement
 Problem Solving
 People Skills
 Verbal Communication
 People Management
 Managing Processes