Teresa Queen Email & Phone Number

Knoxville, Tennessee, United States

Oak Ridge, Tennessee, United States

Oak Ridge, Tennessee, United States

Oak Ridge, Tennessee, United States

Oak Ridge, Tennessee, United States

Providing in-depth workforce analysis, strategic planning, and process analysis for an organization with 100+ staff spanning multiple call centers. • Instrumental in comprehensively analyzing call volumes, evaluating forecasts, and effectively allocating staffing resources to maintain coverage• Integrally involved in analyzing staffing in real-time, resolving coverage issues, and developing strategic plans for driving continuous improvement across multiple centers• Collaborated with cross-functional teams to develop and implement a workfrom-home operational model in response to COVID-19 while developing frameworks, integrating Jabber software solutions, and launching new policies to successfully implement a decentralized call center operation• Positively impacted employee training by standardizing training schedules across all facilities, maintaining detailed tracking for employee clock-ins/outs, and working with staff to align daily processes with objectives• Instrumental in improving capacity planning and developing key solutions for aligning staffing with significant variations and fluctuations in call volumesTeam Building & Leadership• Builds strong teams by providing goal-centric training, mentoring and coaching staff while continuously championing organizational mission and values to increase productivity• Works with multidisciplinary teams to identify nonconformance issues, resolve inefficiencies, and design new frameworks for increasing productivity• Acts as a strategic liaison in an effort to bridge communication gaps between departments and build collaborative, goal-centric environments• Integrally involved in maintaining outstanding metrics by promoting excellence as a core competency, optimizing workflows, and collaborating with staff to create a positive and inclusive culture

Oak Ridge, Tennessee, United States

Taking inbound calls from and placing outbound calls to Avant Loan customers that need to make payments.

Effectively managed customer inquiries, provided comprehensive account data, and assisted with filing claims for Payflex FSA transactions.• Continuously surpassed goals by providing clients with exemplary supporting, data-driven insights, and expert account management• Assisted with building strong teams by training newly hired staff, ensuring adherence to protocols, and teaching best practices for customer service and call management

Tarboro, Nc

Instrumental in managing inbound calls for Comcast customers, resolving billing issues, and evaluating technical issues to align specialized teams with customer inquiries.• Maintained outstanding performance metrics through detailed analysis and a commitment to providing each client with top-level service and support

Tarboro, Nc

Answered inbound calls about prescription medications and coverage. Provided order status, assisted with ordering refills, renewals, and explaining coverage.

Knoxville, Tennessee Area

Answered inbound calls for alarms and handled first responder requests. Did troubleshooting on alarm issues with customers over the phone and scheduled technicians when needed. Answered questions about billing and took payments over the phone.

Knoxville, Tennessee Area

Systematically evaluated inbound calls, performed audits for live and recorded calls, and worked closely with senior leaders to develop solutions for improving customer satisfaction and call-related metrics.• Assisted with developing CAPs (Corrective Action Plans) while combining detailed analysis and Lean-style methodologies to streamline workflows across a staff of 35+ call management professionals• Consistently exceeded goals by intercepting critical errors and identifying areas of improvement that subsequently led to significant gains in employee compliance and overall performance• Analyzed live calls and recordings to identifying issues while leveraging root-cause analysis techniques to identify systemic problems and create solutions• Instrumental in leading policy rollouts, resulting in significant improvements in call handling times, calls per hour, wait times, and customer satisfaction metrics while also auditing equipment, vehicles, and ancillary systems to maintain full regulatory compliance• Integrated improved quality control metrics and reporting that presented senior leaders with increased visibility into call center performance and provided expanded insights into developing training programs designed to increase each employee’s understanding of policies, customer service strategies, and call management procedures• Spearheaded innovation, supported script testing and tracking, and worked with management staff to create new techniques for providing clients with best-in-class service• Accurately identified employee strengths and provided targeted coaching, mentoring, and detailed training in consultative service techniques to produce leading service professionals with a focus on improving the customer experience from initial call to close

Knoxville, Tennessee Area

Placed outbound calls to merchants, informed them of new PCI Standards and walked them through the new process while confirming they met compliance standards. Answered inbound calls from merchants with questions about bills, deposits, withdrawals, and statements.

Oak Ridge, Tn

As a Tech Support Agent I answered calls from BellSouth DSL customers and performed troubleshooting for network, software, and modem configuration. As a Product Specialist I handled escalations and performed advanced troubleshooting. As a Supervisor, I managed tech support agents, coached on quality and metrics, and gave annual performance evaluations. As an Analyst, I was responsible for staffing, and routing call volume to insure service level were met; including gettingovertime approved, offering long lunches and early outs. and for hourly, daily, weekly, and monthly reports on call volume, and service levels.