Experience

Gardens Alive
• United States
• Consumer Goods
• 100 - 200 Employee
• Global Contact Center Manager

  • Mar 2022 - Present

IGT Solutions
• India
• IT Services and IT Consulting
• 700 & Above Employee
• Assistant Operations Manager

  • May 2021 - Mar 2022

Cricket Wireless
• United States
• Internet Publishing
• 1 - 100 Employee
• Retail Store Manager

  • Dec 2020 - May 2021

Us Cellular Store
• United States
• Retail
• 1 - 100 Employee
• Retail Store Manager

  • Aug 2019 - Dec 2020


U.S. Cellular

• United States
• Retail

• Customer Care Center Coach

  • Oct 2012 - Oct 2019

  • Work with frontline associates to resolve customer problems, more efficiently by asking purposeful questions to lower KPI average handle time by 120 seconds for 1st quarter • Manage to elevate average customer survey ratings from 4.1 to 4.72 for 2nd quarter through real-time evaluations and listening for trending behaviors • Supervised team of 15 to 20 call center associates in providing excellent customer service to callers requiring assistance with account review, billing and dissatisfaction issues • Manages all aspects of associate performance expectations including metric, behavioral assessments, adaptive coaching, career planning, performance improvement planning, corrective action and training • Performs full scope of talent management including interviewing and hiring • Understands, practices and exemplifies the values and behaviors of the Organization as well as teaches and holds others accountable to meeting those goals • Q2 Highest CE in call center at 4.56 and 68% of all 5’s • Q3 Highest accessory sales volume in the call center at 16,869.52 with a specialty queue • Conduct monthly performance reviews to assess key strengths and opportunities to enhance the customer experience. • Facilitate monthly associate learning workshops focusing on soft skills to de-escalate customers, how to negotiate and present win/win solutions, and positioning and leveraging the value of wireless accessories. Show less