Christine Mayfield
Little Rock
Summary
Dynamic leader with proven expertise in call center management at Arkansas Urology, adept at boosting customer satisfaction and team performance through effective coaching and robust process improvements. Skilled in escalation handling and fostering a culture of teamwork and collaboration, I've significantly enhanced service quality and operational efficiency.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management, and team leadership.
Overview
5
5
years of professional experience
Work History
Call Center Manager
Arkansas Urology
04.2022 - Current
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
Call Center Supervisor
Arkansas Urology
02.2021 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Created team rotations to man center effectively during peak hours.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Call Center Team Lead
Arkansas Urology
02.2020 - Current
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
- Recommended products to customers, thoroughly explaining details.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
Education
High School Diploma -
Valley High School
New Kensington, PA06.1982
Skills
- Call Routing
- Call Center Customer Service
- Team coaching
- Escalation Handling
- Employee Motivation
- Recruitment and hiring
- Staff Training
- Complaint resolution
- Call Monitoring
- Performance Improvements
- Hiring oversight
- Call Center Operations
- KPI Tracking
- Productivity Standards
- Script Development
- Process updates
- Retention Strategies
- Escalation management
- Reporting skills
- Timekeeping abilities
- Staff Motivation
- Scheduling proficiency
- Technical Support
- Documentation expertise
- Team Development
- Team Leadership
- Onboarding and Orientation
- Performance Tracking and Evaluation
- Performance reviewing
- Staff training
- Call monitoring
- Performance improvements
- Call center operations
- KPI tracking
- Productivity standards
- Quality controls
- Script development
- Report preparation
- Performance updates
- Employee engagement
- Scheduling expertise
- Timekeeping
- Coaching and mentoring
- Staff motivation
- Technical support
- Team leadership
- Team development
- Computer skills
- Positive attitude
- Teamwork and collaboration
- Teamwork
- Problem-solving
- Time management
- Attention to detail
Timeline
Call Center Manager
Arkansas Urology
04.2022 - Current
Call Center Supervisor
Arkansas Urology
02.2021 - Current
Call Center Team Lead
Arkansas Urology
02.2020 - Current
High School Diploma -
Valley High School
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