Bawa Harrell, Mba Email & Phone Number

Greenville, South Carolina Area

Supervising a team of software technicians, demonstrating strong management skills incoaching for success, tracking attendance and PTO usage and ensuring adherence to KPIs.Managing a team of BPO supervisors, ensuring their alignment with company goals &standards while providing leadership in professional training, ensuring team stays updatedon industry practices and company policiesLed the Mentor & NLH program, overseeing 20+ mentors and implementing processimprovements to enhance overall effectiveness. Demonstrated excellent verbal and writtencommunication skills in effectively communicating program objectives and improvementsServed as the Lead Supervisor for the Dentrix Development Program (DDP), managingsenior technicians and collaborating with executive management on DDP initiatives.Utilized strong decision-making, analysis, and problem-solving skills to contribute to thesuccess of DDP projects

Greenville, South Carolina, United States

Led and managed a team of technical support professionals, showcasing expertise in talent acquisition, retention, motivation, and development to cultivate a high-performing team.Leveraged system reporting tools to meticulously identify performance gaps within the team and executed targeted action plans, resulting in substantial enhancements to overall team performance and efficiency.Exhibited exceptional communication and negotiation skills across diverse professional contexts, including dynamic presentations and public speaking engagements. Demonstrated the ability to articulate complex technical concepts in an accessible manner for various audiences.Showcased a comprehensive skill set encompassing professional and managerial competencies, underpinned by a profound understanding of industry best practices, as well as adherence to company policies and procedures. Kept abreast of evolving industry trends to ensure the team's alignment with cutting-edge practices.

Greenville, South Carolina, United States

Spearhead the resolution of escalated issues initiated by employees, demonstrating a proactive and strategic approach to conflict resolution. Employ a comprehensive understanding of the escalation process to ensure swift and effective resolutions.Deliver hands-on support and mentorship to employees within the Greenville Call Center, offering expert guidance to enhance overall team performance.Analyze and assess trends in escalations, providing valuable insights and actionable recommendations to management. Implement data-driven strategies to mitigate future escalations and enhance overall operational efficiency.Collaborate with cross-functional teams to develop and deliver targeted training programs. Specifically, contribute to the onboarding process for new hires by providing comprehensive training on de-escalation techniques. This initiative has proven instrumental in reducing the number of escalated calls and concurrently elevating Net Promoter Score (NPS) ratings.

Greenville, South Carolina, United States

Distinguished for expertly diagnosing and resolving intricate cellular technical issues, demonstrating a profound understanding of diverse wireless and data products. Continuously elevate proficiency in product knowledge and call handling skills to adeptly support an expanding array of technological offerings.Conduct in-depth analyses of current procedures, proactively identifying opportunities for process improvements. Spearhead the implementation of streamlined and efficient workflows, ensuring optimal resolution of technical issues and enhanced customer satisfaction.Embrace personal accountability for delivering high-quality service to every customer, consistently surpassing expectations and maintaining a customer-centric approach in all interactions.Commit to the ongoing enhancement of professional expertise by staying abreast of industry trends, company developments, and competitive advantages. Apply this knowledge to fortify the team's capability to address evolving technical challenges and deliver cutting-edge support.Demonstrate exceptional leadership in managing training classes, effectively conveying information, and ensuring participant learning. Orchestrate training sessions for both new consumer products and internal troubleshooting procedures and applications, fostering a culture of continuous learning and skill development within the team.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Activities and Societies: Golden Key International Honour SocietyGolden Key International Honour Society

Bachelor Of Arts (B.A.), Communication, General

Activities and Societies: Omega Psi Phi Fraternity, Inc.actively volunteered/donated with programs such as UNCF, YMCA and Wings for Kids.