Charles Thompson
Knoxville
Summary
Proven expertise in enhancing call center performance and customer satisfaction at Stride/K12 through effective quality assurance and team collaboration. Skilled in data analysis and conflict resolution, significantly improved service delivery by implementing innovative processes. Demonstrated management acumen in diverse settings, ensuring operational excellence and staff development.
Overview
15
15
years of professional experience
Work History
Call-center-quality-analyst
Stride/K12
06.2020 - Current
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
- Assisted with the implementation of new software tools, increasing overall productivity within the quality assurance department.
- Produced detailed and relevant reports for use in making business decisions.
Enrollment Service Representative
Stride/K12
07.2010 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Restaurant Manager
Chadwicks Restaurant Group
01.2017 - 06.2020
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.
Education
Associate of Applied Science -
Northern Virginia Community College
Annandale, VA06-1992
Skills
- Customer service
- Management
- Conflict resolution
- Call monitoring
- Customer needs assessment
- Quality assurance
Timeline
Call-center-quality-analyst
Stride/K12
06.2020 - Current
Restaurant Manager
Chadwicks Restaurant Group
01.2017 - 06.2020
Enrollment Service Representative
Stride/K12
07.2010 - Current
Associate of Applied Science -
Northern Virginia Community College
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