Renee Payne
Duluth
Summary
Results-oriented Contact Center Lead with expertise in staff training, quality assurance, and customer issue resolution. Focused on driving operational improvements and enhancing team performance to deliver outstanding service. Skilled in developing staff and fostering a culture of excellence within the contact center.
Overview
8
8
years of professional experience
Work History
Contact Center Lead
Associated Credit Union of Georgia
Peachtree Corners
04.2021 - Current
- Monitored call quality to uphold high service delivery standards.
- Resolved escalated customer issues through effective communication and problem-solving.
- Collaborated with management to implement operational process improvements.
- Trained and mentored new staff on customer service protocols and tools.
- Created training materials that enhanced staff performance and engagement.
- Provided feedback and performance evaluations for team members regularly.
- Conducted root cause analysis to pinpoint issues affecting customer service delivery.
Call Center Representative
SEFCU
Albany
06.2018 - 02.2021
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved issues while providing exceptional service to enhance customer satisfaction.
- Handled escalated calls efficiently while maintaining a calm and professional demeanor.
- Assisted customers with account inquiries and transaction requests.
- Educated customers on products, services, and digital banking tools offered by SEFCU.
- Collaborated with team members to share information and improve service quality.
- Navigated through computer systems to review information and respond appropriately to callers.
Education
BBA - Business Administration
Post University
Waterbury, CTSkills
- Call center experience
- Quality assurance
- Customer issue resolution techniques
- Operational improvement
- Customer relationship management
- Call monitoring
- Staff training
- Coaching and mentoring
- Performance evaluation
- Team collaboration
- Problem solving
- Effective communication
- Time management
- Team building
Timeline
Contact Center Lead
Associated Credit Union of Georgia
04.2021 - Current
Call Center Representative
SEFCU
06.2018 - 02.2021
BBA - Business Administration
Post University