Adrienne lewis
1600 S Oakview Ct,. Montgomery, Al 3611 ·--Responsible Supervisor that has personnel and inventory management experience. Creates success by opening up to learning new processes, maintaining a professional state of mind, and taking the lead in the development of subordinates. Is not intimidated by the responsibility that comes with authority.
Experience
Supervisor
HEWLETT PACKARD - Montgomery, AL March 2015 to Present
Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans
Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans
Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance
In the Call Center Manager’s absence, assists with the daily management of the center. Performs other related duties and special projects as requested
Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity
Manages annual performance review process by writing and delivering performance and pay messages
Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service
Manage 25+ agents
HELP DESK TECHNICIAN/Supervisor
HEWLETT PACKARD - Montgomery, AL March 2010 to Present
Help desk technician for Consolidated Customer Support Contract, with the Corporation for National and Community Services (CNCS), and the Federal Service Desk (FSD) answering an average of 30-40 inbound phone calls and handling 20-30 web chat/ email requests daily.
Provide customer and technical support for federal government websites
Respond to customer inquiries via telephone, email, and web chat
Resolve issues efficiently and professionally
Handle a high volume of inbound calls, 30-40 daily, within a call center environment
Completed ongoing training to stay abreast of product, service and policy changes
Utilized multiple call center support applications to efficiently assist customers
Received annual bonus for outstanding work performance and professionalism
Education
November 2020
Business Administrtation, independence University
May 2005
diploma, edward bell high school
Skills
Exceptional Communication Skills
Creative Problem Solver
MS Windows Proficient
Strategic sales knowledge
Credit card processing
Multi-line phone talent
List one of your strengths
