AFIA HICKS
S Chesterfield
Summary
Dynamic Call Center Supervisor with a proven track record at Maximus Inc., excelling in team leadership and quality assurance. Adept at conflict resolution and performance analysis, I drive operational success while fostering a customer-centric environment. Recognized for enhancing training programs and achieving service level goals, I bring strong communication skills and a commitment to continuous improvement.
Overview
18
18
years of professional experience
Work History
Call Center Supervisor/Manager
Maximus Inc.
Chester
11.2006 - 11.2024
- Perform operational tasks to assure project and program service level requirements and goals are met.
- Supervise the work of customer service representative to ensure adherence to quality standard, and deadlines are being met.
- Interview and recommend hiring and promotion of contact center staff.
- Assume leadership responsibility for department task.
- Ensure all agents are following and completing all timekeeping responsibilities on time.
- Communicate and enforce program standards such as Quality Control, Attendance, Schedule Adherence, Security, Secure Floor (COR), etc.
- Evaluate employees job performance and recommend appropriate personnel action, including disciplinary actions.
- Planning and coordinating internal training logistics and activities as needed.
- Obtain system access for new staff.
- Ensure all Maximus and Program training requirements are met on time.
- Support project by attending project meetings, conference calls, and other cross-departmental communications.
- Attend calibration sessions for the purpose of keeping current on quality changes.
- Complete and deliver performance warnings as applicable.
- Maintain schedule flexibility due to business needs.
- Support and enforce contact center expectations.
- Frequent internal contacts with the call center supervisors, and deputy project manager.
- Take inbound calls from internal employees and direct employees to scripts needed to complete their calls.
- Investigate and resolve medical claims and billing issues.
- Defused volatile customer situations calmly and courteously.
- Ensure company meets program metrics.
- Responsible for reports, and analysis.
- Facilitate virtual meetings with team.
Education
Associate of Science - Occupational Science in Medical Assisting with Concentration in Clinical
Beta Tech Campus
Richmond, Virginia03.2006
Skills
- Excellent communication skills
- Professional phone etiquette
- 50 WPM typing speed
- Database management
- Customer service-oriented
- Flexible
- Accurate and detailed
- Excellent planner
- Avaya Software knowledge
- Good Decision maker
- Office support (phones, faxing, filing, printer)
- Management Skills
- Spreadsheet management
- Excellent oral, and written communication skills
- Proficient with Microsoft office, word, power point, and excel
- Ability to work well with others
- Budget management
- Works well under pressure
- Pleasant demeanor
- Able to work independently
- Critical thinker
- Supervisor/Management Skills
- Quality Assurance
- Lab testing and reporting
- Call center management
- Quality assurance
- Team leadership
- Conflict resolution
- Training management
- Attention to detail
- Timekeeping
- Technical support
- Team management
- Written communication
- Goal setting
- Leadership development
- Training and development
- Team building
- Decision-making
- Active listening
- Problem-solving abilities
- Excellent communication
- Multitasking capacity
- Public speaking
- Train employees
- Professionalism
- Multitasking Abilities
- Staffing and scheduling
- Teamwork and collaboration
- Product knowledge
- Personnel management
- Project management
- Performance metrics
- Serve customer needs
- Adaptability
- Professional demeanor
- Continuous improvement
- Complaint resolution
- Training coordination
- Customer service focus
- Quality control optimization
- Coaching and mentoring
- Information tracking
- Time management
- Crisis management
- Data reporting
- Effective communication
- Employee training
- Performance analysis
References
Available upon request
Timeline
Call Center Supervisor/Manager
Maximus Inc.
11.2006 - 11.2024
Associate of Science - Occupational Science in Medical Assisting with Concentration in Clinical
Beta Tech Campus
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