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.• Monitor team KPIs daily to ensure we are meeting or exceeding metric goals and course correcting where needed.• Communicate and collaborate with leadership on issues, opportunities, or challenges.

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. • Repeatedly recognized for reaching the top 20 of 130 agents for attempts, connect rate and average handle time. • Consistently maintained a top 5 position out of 20 agents for attempts and average handle time.

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.