ERIN MATHY
Louisville,KY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Call Center Quality Manager
DM Clinical Research
01.2023 - 02.2024
- Championed the importance of ongoing professional development through workshops, seminars, peer mentoring opportunities.
- Optimized workflows by leveraging data-driven insights to fine-tune operational strategies.
- Conducted root-cause analysis of recurring issues, leading to targeted training initiatives that addressed skill gaps.
- Increased customer satisfaction rates through regular training sessions and performance evaluations.
- Enhanced call center quality by implementing effective monitoring processes and coaching techniques.
- Managed escalated customer concerns effectively while maintaining composure under high-pressure situations.
- Cultivated robust relationships with BPO partner
- Developed monitoring rotation for 200+ employees
Office Manager
Church Services / Service Experts
01.2022 - 12.2022
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Increased customer agreement contracts by over 2,000 memberships.
- Secured Google reviews following each home visit to enhance service reputation.
Division Call Center Manager
ARS RESCUE ROOTER
10.2014 - 08.2021
- Answer a minimum of 1000 calls per day.
- Assisted other National Call Centers when call volume exceeds their capacity.
- Designed and implemented a National Call Booking Portal Division of the Year 2017
- Successfully went through Leadership Development Program
- Maintained Company KPI's while staffing up to 60 CSRS
- Finished under yearly payroll budget 3 years in a row
Customer Service Supervisor
ARS RESCUE ROOTER
05.2005 - 01.2012
- Assisted implementation of National Call Center
- Hired personal
- Weekly Coaching of all staff
- Schedules
- Maintained company KPI's of booking %, Quality calls.
- Completed bi-weekly payroll for 40+ employees.
Skills
- Performance improvements
- Quality controls
- Process updates
- Employee engagement
- Employee relations
- Positive and friendly
- Skilled problem solver
- Excellent work ethic
- Vista, Avaya Phone software
- Motivated team player
- Customer satisfaction measurement
- Call center metrics
Timeline
Call Center Quality Manager
DM Clinical Research
01.2023 - 02.2024
Office Manager
Church Services / Service Experts
01.2022 - 12.2022
Division Call Center Manager
ARS RESCUE ROOTER
10.2014 - 08.2021
Customer Service Supervisor
ARS RESCUE ROOTER
05.2005 - 01.2012
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