Fontasia Butler
Springfield
Summary
Results-driven Call Center Operations Supervisor known for achieving high productivity and efficiently completing tasks. Specialize in workforce management, customer satisfaction strategies, and performance analysis to enhance call center operations. Excel in communication, leadership, and problem-solving skills, ensuring seamless team coordination and exceptional service delivery.
Dedicated to optimizing times and service quality with a collaborative and analytical approach. Proficient in typical customer needs, behaviors and preferences, as well as recordkeeping requirements and performance strategies. Educates agents on call control and enhancing customer experiences.
Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
11
11
years of professional experience
2010
2010
years of post-secondary education
Work History
Call Center Operations Supervisor
Safelite Auto Glass
Orlando
03.2019 - 10.2024
- Supervised daily operations of call center staff and workflows.
- Trained new employees on customer service protocols and systems.
- Monitored call quality and provided feedback to team members.
- Resolved escalated customer issues with effective communication strategies.
- Provided coaching, feedback and disciplinary action when necessary to ensure quality customer service.
- Worked closely with management teams across various departments to ensure effective communication between departments.
Dispatcher
Mears Transportation
Orlando
08.2013 - 06.2017
- Coordinated transportation schedules to optimize delivery routes and minimize delays.
- Communicated with drivers to relay important updates and instructions in real-time.
- Monitored vehicle locations using GPS tracking systems for efficient dispatching.
- Evaluated driver performance and provided feedback to enhance service quality and efficiency.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Resolved customer complaints related to service issues or delays.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Updated records of driver locations, delays, and cancellations.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Monitored radio frequencies to ensure proper communication between personnel in the field and dispatch office.
Education
Computer And Information Systems
College of Technology
Chicago, IL 08.2009 - 02.2011
Harlan Academy High School
Chicago, ILSkills
- Call center management
- Quality assurance
- Customer service training
- Workflow optimization
- Conflict resolution
- Staff supervision
- Multichannel communication
- Data analysis
- Time management
- Leadership skills
- Call monitoring
- Information tracking
- Active listening
- Decision-making
- Communication
- Multitasking Abilities
Timeline
Call Center Operations Supervisor
Safelite Auto Glass
03.2019 - 10.2024
Dispatcher
Mears Transportation
08.2013 - 06.2017
Computer And Information Systems
College of Technology
08.2009 - 02.2011
Harlan Academy High School