Experience

Black Turtle Services

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Call Center Supervisor

  • Oct 2018 - Present

  My duties included gathering my teams statistics from a variety of files and compiling them into an excel file in a format easy enough for my team to understand. I would perform quality monitors on their calls at least once a week but often more and coach when necessary to ensure results. I would also perform daily floor walks for my team to ensure they were complying with our clients secure floor policy. During my tenure I was able to take a brand new team of CSR and have them reach a quality goal of 98% within their first month and was regularly recognized by my peers for welcoming CSR’s coming to my team from the nesting program and creating a welcoming and comfortable environment for them. Show less

• Customer Service Representative

  • Oct 2014 - Sep 2018

  As a representative I constantly engaged in collaborative working to find the best solution for both myself and fellow co-workers which helped me garner an average quality score of 97.82%. This allowed me the opportunity to serve a Customer Service Representative 2 in which I acted as a coach and mentor to my team for the quality. I led my team to an overall increase in quality of 1.30% and had individuals see an increase of up to 8.33%.



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Apr 2014 - Sep 2014

  While on the Resort Condominiums International project I was tasked with helping members and understand their benefits with time shares. I took advantage of my technical abilities of navigating systems to help resolve issues and concerns that arose from exchanging their time shares. While working at Convergys my ability was recognized and I was promoted to be an Outbound Specialist. While on the Resort Condominiums International project I was tasked with helping members and understand their benefits with time shares. I took advantage of my technical abilities of navigating systems to help resolve issues and concerns that arose from exchanging their time shares. While working at Convergys my ability was recognized and I was promoted to be an Outbound Specialist.



The Home Depot

• United States
• Retail
• 700 & Above Employee

• Customer Service Representative

  • Apr 2013 - Dec 2013

  Working at HomeDepot.Com I had to employ my abilities to discover and uncover what projects consumers were working on to best assist them in what products would help them finish that. My engagement with my team and my performance earned me the Top Agent in Quality Assurance for the month October allowing me to engage in shadowing a Supervisor as well as a Team Lead. In addition I was also a member of the Floor Support Specialist where I answered questions, explained policies, and took control of escalated calls. Show less