Courtney Goines
Lexington,KY
Summary
Currently a results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Overview
11
11
years of professional experience
Work History
Senior Manager- Customer Contact Center
Sun Auto Tire & Service
08.2023 - Current
- Manage three unique teams with focuses on customer acquisition and retention for 400+ stores
- Implemented and developed operational standards, policies and procedures
- Conduct performance evaluations, compensations and hiring to maintain appropriate staffing requirements
- Review and analyzed reports, records and directives to obtain data required for planning department activities
- Created dashboards to monitor and track key performance indicators
- Lead implementation of both reputation management and speech analytics platforms
- Redesigned compensation for inside sales team to better align with company objectives
Support Center Manager
Valvoline
08.2021 - 08.2023
- Managed six unique contact center teams totaling over 200 employees in areas of customer acquisition, retention, B2B, social care, security, and human resources for both United States and Canada
- Managed B2B and B2C revenue generating programs
- Work collaboratively with team of 13 supervisors to define and execute goals aligning with Valvoline's overarching objectives
- Implemented mentor programs for customer acquisition and retention teams to improve employee retention and onboarding experience
- Partnered with technology manager to identify and implement processes to gain operational efficiency through innovative solutions and automation
- Analyzed coupon redemption to drive acquisition and retention
- Conducted performance reviews for supervisors to reduce resolution times and improve customer satisfaction ratings within their respective teams
- Identified and communicated data trends to internal and external stakeholders to improve customer insights
- Reviewed operating budgets periodically to analyze trends affecting budget needs
Global Command Center Supervisor II
Valvoline, Inc.
10.2020 - 08.2021
- Supervised international team of 18 operators who liaise with stakeholders to provide critical data in the areas of security, EH&S, and human resources for Valvoline Instant Oil Change, plants, and regional offices
- Provided supportive link between external vendors and internal operations
- Created successful work schedules to maintain 24/7 coverage
- Maintained compliance with company policies, objectives and communication goals
- Evaluated employee performance and coached and trained to improve weak areas
- Created and mentored tier II security support role to manage complex alarm installation and repairs across retail stores and plants
Customer Care Supervisor II
Valvoline, Inc.
02.2017 - 10.2020
- Lead supervisor of 27 customer service professionals assisting nationwide customers of both corporate and franchised owned Valvoline Instant Oil Change stores
- Developed Canadian customer care program in Mississauga, ON; including new banking platform, training, customer data management, claims handling, and staffing
- Developed and implemented restructuring solutions within US customer care program to more efficiently serve customer needs
- Provided detailed monthly departmental trend and performance reports to senior management, franchisees, and other key stakeholders
- Processed monthly invoices, researched payment discrepancies and prepared monthly reports for over 40 franchise companies of Valvoline Instant Oil Change
- Oversaw onboarding processes for new team members
- Guided employees through routine and complex administrative situations with decisive, but motivational approach
Training Coordinator
Valvoline, Inc.
02.2013 - 03.2017
- Reviewed and edited all training materials for accuracy and policy compliance
- Tested all training software and hardware prior to training program
- Documented business processes and analyzed procedures to meet changing business needs
- Managed portions of software/hardware installation projects
- Monitored time lines and flagged potential issues to be addressed
- Delivered both instructor led and eLearning training courses
- Managed onboarding and training process for new employees
- Managed all aspects of quality assurance for 44 team members, including continuous monitoring of phone, chat, and email interactions
- Managed employee recognition program for 65 team members
- Participated in several leadership training sessions including effective teamwork, preparing presentations, project management, essentials of leadership and public speaking
- Mentored event planning team for Valvoline Support Center
Education
BBA - Business Management
University of Kentucky
Lexington, KY05.2010
Skills
Exceptional Communication Skills
Omnichannel Customer Support
Process Optimization
Employee Coaching & Development
Quality Assurance
Issue & Conflict Resolution
Data & Analytics
Business Development
CRM software proficiency
Awards
2020 NICE inContact Award Winner – Best in Class Customer Experience
2018 NICE inContact Award Winner – Best Business Impact
2018 NICE inContact Award Winner – Best in Class Contact Center
Timeline
Senior Manager- Customer Contact Center
Sun Auto Tire & Service
08.2023 - Current
Support Center Manager
Valvoline
08.2021 - 08.2023
Global Command Center Supervisor II
Valvoline, Inc.
10.2020 - 08.2021
Customer Care Supervisor II
Valvoline, Inc.
02.2017 - 10.2020
Training Coordinator
Valvoline, Inc.
02.2013 - 03.2017
BBA - Business Management
University of Kentucky
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