Experience

SimpliSafe

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Operations Supervisor

  • Aug 2020 - Present

  Assisted in the launching of a brand new site location Maintained both weekly and monthly goals and statistics Participated in weekly meetings to discuss company goals and current metrics Assisted in floor wide upskilling Operated a team of 10-15 representatives Created graphic designs to promote the company and other promotional events Provided daily feedback to aid in the incline of both individual team and company metrics Assisted in the creation of a method to grade Quality Assurance Managed customer accounts Resolved customer issues Responded to inquiries and issues Assisted with escalated customers Assisted customers in completing product orders and replacements Show less



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Call Center Supervisor

  • Sep 2016 - Aug 2020

  Duties: Maintain metrics and goals of team and department as per contract with client. Operated a team of 15 – 40 agents. Training Captain in department when new procedures or refresher courses were issued. Ran weekly customer de-escalation workshop with the department outliers. Tasked as night shift team lead responsible for tracking absenteeism, outages, team coverage. Duties: Maintain metrics and goals of team and department as per contract with client. Operated a team of 15 – 40 agents. Training Captain in department when new procedures or refresher courses were issued. Ran weekly customer de-escalation workshop with the department outliers. Tasked as night shift team lead responsible for tracking absenteeism, outages, team coverage.