Michell Hampton Email & Phone Number

San Francisco Bay Area

San Francisco Bay Area

• Maintain call center quality goals through daily call quality evaluations of 90+ customer service representatives
• Collaborate with supervisors, Service Delivery Manager, and Call Center Manager to ensure adherence to call center policies and procedures
• Assist Call Center Manager and Call Center Director in researching escalated customer inquiries through retrieving, reviewing, and providing feedback on recorded calls
• Develop, prepare, distribute, and present multiple reports analyzing team and departmental performance against call center objectives
• Provide administrative assistance through retrieving, developing, and delivering customized reports as requested by Call Center Manager and Call Center Director
• Work collaboratively with the Service Delivery manager and the Call Center Manager to create and update the call quality evaluation definitions

San Francisco Bay Area

• Coordinated & directed the work of customer service representatives and leads at the direction of the Call Center Manager
• Managed customer service agents’ attendance, leave, and vacation records through timely updating of the attendance tracker and vacation calendar and processing time off requests
• Investigated and resolved escalated and difficult customer service complaints
• Monitored performance standards of customer representatives and leads
• Resolved employee conflicts in a timely and professional manner
• Presented and prepared performance reports for customer service representatives and leads for coaching and development

San Francisco Bay Area

• Answered calls from the public requesting government services and information
• Entered call information into CRM while completing service requests
• Searched for information using knowledgebase database
• Handled high call volumes courteously and efficiently while providing exemplary customer service
• Assist customer service representatives with procedural questions and escalated calls

• Completed daily work queue as a collector while providing customer service
• Negotiated complex billing situations and payment arrangements with high-end advertisers
• Assisted collection agency partners with skip tracing and account information
• Handled high call volumes courteously and efficiently while providing exemplary customer service
• Assisted customer service representatives with procedural questions and escalated calls

Bachelor Of Science - Bs, Business Administration And Management, General

Hs Diploma