Dynamic Call Center Manager with a proven track record at Call of Duty Professionals LLC, excelling in staff training and performance management. Expert in complaint resolution and workforce optimization, I fostered a culture of excellence that significantly improved customer satisfaction and retention. Strong leadership skills drive team success and operational efficiency.
Overview
16
16
years of professional experience
Work History
Call Center Manager
Call of Duty Professionals LLC
03.2018 - Current
Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Trained team members on performance metrics and consumer behavior identification.
Executed Monthly Performance Plans with representatives to to identify production gaps.
Established and oversaw performance targets for call center associates.
Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
Hairstylist/Hair Salon Manager
Loc Jayz Elite Barber & Beauty
07.2010 - 08.2020
Maintained high number of return customers through precise cutting, coloring and styling of clients' hair.
Trained salon staff in traditional and innovative haircutting techniques and salon management.
Offered professional cuts, color services and extensions to salon customers.
Oversaw salon employee performance, facility cleanliness, and sales.
Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
Completed safety training and certifications to minimize risk of infection or injury to customers.