Arielle Warner Email & Phone Number

Raleigh, North Carolina, United States

• Supervise a team of 15+ call center agents, ensuring optimal performance, adherence to company policies, and achievement of performance metrics.
• Implement and monitor key performance indicators (KPIs) to evaluate team performance.
• Streamline call center processes and workflows to enhance efficiency and productivity.
• Evaluate and analyze low performers and provide coaching, support, and/or corrective action if needed.
• Develop new hires to set them up for success in their role as an Outreach Agent.
• Conduct team huddles and one on one meetings with each agent to evaluate their performance and provide feedback.

Raleigh, North Carolina, United States

• Answering phones in a professional and courteous manner.
• Quickly deescalated and resolved provider grievances.
• Met and exceeded all expectations for metrics, quality assurance and overall performance.
• Maintained a top three position for weighted KPIs as a top agent month over month.
• Nominated for interim Contact Center Leader position by former CCL and submitted for consideration by former Retrieval Operations Manager.
• Ranked as “Far Exceeds Expectations” for performance output rating.

Raleigh, North Carolina, United States

• Led peer shadowing sessions with new agents to teach successful strategies for positively influencing client experiences, maintaining control of call flow and de-escalating conflicts.
• Corrected issues during peer shadowing by giving fellow agents targeted and highly constructive feedback while expanding their knowledge and understanding of systems and best practices.
• Nominated for employee of the month by Contact Center Leader.
• Top performer for the month of December 2022 and maintained for the remainder of my tenure in the Outreach Agent position.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Completed up to 60 outgoing calls per day according to assigned call list with above-average connect rate.

Raleigh, North Carolina, United States

Palm Desert, California, United States

• Led and guided the team to perform up to salon standards through training and observation.
• Evaluated potential new hires to assess skill and ability.
• Organizing and scheduling workshops and shadowing sessions to hone the artists' skills.
• Inventory monitoring.