EURLREKA BURKS
Memphis
Summary
Experienced with managing call center operations and leading customer service teams. Utilizes effective communication and problem-solving skills to resolve customer issues. Track record of fostering collaborative team environment and ensuring high customer satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Service Call Center Supervisor
CVS Specialty Pharmacy
Memphis, TN
08.2023 - Current
- Supervised a team of 18 agents, consistently surpassing department objectives through strategic performance evaluations and motivational techniques.
- Fostered collaboration with cross-departmental teams to streamline processes and improve communication workflow.
- Enhanced the customer satisfaction rate to 99% through effective conflict resolution and high-quality service delivery.
Collections Call Center Supervisor
IRS
Memphis, TN
06.2024 - 02.2025
- Managed a varied team of 20 agents, focusing on optimizing service delivery and maintaining compliance with industry standards.
- Led conflict resolution initiatives, resolving over 95% of escalated issues within the first 24 hours.
- Utilized CRM software to monitor customer interactions, driving process improvement and increasing response time by 25%.
Customer Service Supervisor
EviCore Healthcare
10.2023 - 06.2024
- Served as a senior point of contact for escalated queries, enhancing customer experience and agent skills.
- Piloted a project integrating new call center software, reducing call handling time by 15%.
- Assisted in the development of team rapport, focusing on communication and effective feedback sharing.
- Initiated performance analysis sessions, collaborating with team leads to improve overall service metrics.
Call Center Lead
Farmers Insurance
04.2022 - 08.2023
- Led a team of 15 call center agents, driving performance and delivering exceptional customer experiences.
- Supervised an efficient onboarding process for new agents, reducing turnover by 10%
- Managed shift scheduling effectively, reducing staff absence rate by 25%
- Recognized for developing a CSR training program that increased productivity by 30%.
Case Manager
GE Appliances
02.2021 - 12.2021
- Provided exceptional customer service by assisting with GE orders, including repairs, delivery, and disputes.
- Addressed customer inquiries for products, services, and company information.
- Managed and resolved customer service cases efficiently.
- Updated service software with accurate customer information.
- Collaborated with team members to ensure timely resolution of customer issues.
- Demonstrated strong communication skills in handling customer interactions.
Travel Agent
Teleperformance USA
05.2019 - 12.2020
- Assisted customers in booking flights, rentals, and hotels using loyalty points.
- Managed reservation changes and communicated with third-party travel agencies on behalf of customers.
- Provided personalized travel recommendations and itineraries.
- Ensured customer satisfaction by resolving any travel-related issues promptly.
- Stayed updated on travel industry trends and destination information.
- Collaborated with team members to optimize customer travel experiences.
Billing Representative II
OneSupport (Frontier Telecommunications)
05.2016 - 05.2019
- Provided exceptional customer service by addressing Frontier phone and internet billing issues.
- Conducted troubleshooting for phone and internet problems to ensure prompt resolution.
- Collaborated with clients with past due accounts to establish payment plans and explore restructuring options.
- Responded promptly to billing inquiries to optimize customer satisfaction.
- Demonstrated strong communication skills in discussing payment options with clients.
- Maintained a high level of professionalism and empathy when assisting customers with billing concerns.
Education
Bachelors - Psychology
Colorado Tech University
01-2018
Master of Science - Public Health
West Coast University
North Hollywood, CA09-2027
Skills
- Call monitoring
- Escalation handling
- CRM software expertise
- Workforce planning
- Complaint handling
- Teamwork
- CRM software
- Customer service
Timeline
Collections Call Center Supervisor
IRS
06.2024 - 02.2025
Customer Service Supervisor
EviCore Healthcare
10.2023 - 06.2024
Customer Service Call Center Supervisor
CVS Specialty Pharmacy
08.2023 - Current
Call Center Lead
Farmers Insurance
04.2022 - 08.2023
Case Manager
GE Appliances
02.2021 - 12.2021
Travel Agent
Teleperformance USA
05.2019 - 12.2020
Billing Representative II
OneSupport (Frontier Telecommunications)
05.2016 - 05.2019
Bachelors - Psychology
Colorado Tech University
Master of Science - Public Health
West Coast University