TRISHA GORDON
Brantford,Ontario
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Call Center Team Leader
Verizon
Hamilton, ON
08.2018 - 03.2021
- Conducted periodic surveys with customers and potential customers to increase quality.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
- Prioritized team and individual goals to effectively achieve business objectives.
- Coached team members regarding call strategy to effectively reach targets and foster customer retention
Call Center Supervisor
FIDO
BELLVILLE, ONTARIO
04.2014 - 07.2017
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 20 + in providing excellent customer service to callers requiring assistance for Cold calling and inbound and outbound issues.
Education
GED -
Academy of Learning College
Hamilton, ONSkills
Call Center SoftwareCustomer CareCustomer Retention StrategiesManagement SkillsBuilding Customer Trust and LoyaltyResponding to Difficult CustomersMicrosoft WordEscalated Calls ManagementTeam Meetings
Timeline
Call Center Team Leader
Verizon
08.2018 - 03.2021
Call Center Supervisor
FIDO
04.2014 - 07.2017
GED -
Academy of Learning College