GEM-ROSE CAMPBELL
Sevierville,TN
Summary
Experienced call center professional with strong focus on team collaboration and achieving results. Adept at leading teams, optimizing workflows, and enhancing customer satisfaction. Known for adaptability and reliability in dynamic environments. Expertise in conflict resolution, performance management, and strategic planning.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Floor Manager/Front Desk Manager
Woodgrill Buffet/Grand Smokies Resort
04.2022 - 09.2024
- Managed store inventory and stock levels to maintain availability of products.
- Developed and implemented floor plans and layouts to maximize customer satisfaction and sales.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
- Supervise front desk staff, ensuring smooth and efficient operations during all shifts.
- Address guest inquiries, concerns, and complaints in a professional and timely manner to ensure high customer satisfaction.
- Manage guest check-ins and check-outs, ensuring accuracy in guest information, billing, and room assignments.
- Collaborate with housekeeping, maintenance, and other hotel departments to ensure a seamless guest experience and efficient hotel operations.
Team Lead
BuildASign
01.2022 - 05.2024
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coached team members in techniques necessary to complete job tasks.
Customer Service Supervisor
Vista Print
11.2017 - 07.2020
- Perform accurate diagnosis of escalated digital and non-digital issues and fix them at the first contact
- Use appropriate systems and resources to draft fixes/workarounds for reported issues
- Rephrase the technical and non-technical solutions clearly
- Document incidents and their solutions/workarounds for future references
- Update the troubleshooting knowledge base accordingly
- Handle all payment-related inquiries (Refunds, payment/fraud investigations, credit card payments processing, invoices…)
- Monitoring and providing written and verbal feedback to ensure that agents are adhering to established call quality standards and that the responses are professional
- Reviewing and analyzing data to identify trends and opportunities
- Providing real time feedback and coaching behavior based on trends observed
- Developing learning aids and using various communication methods to change agent behavior and improve call standards
- Proofreading documents for customers to ensure they are error free
- Documenting /categorizing the nature of errors detected and actions taken to resolve
- Educating our customers on how they are able to use the products and services we offer to market and grow their businesses.
Service Quality Advisor
Vista Print
02.2015 - 11.2017
- Listen to and evaluate customer service calls to ensure adherence to company policies, quality standards, and customer satisfaction goals.
- Offer constructive feedback to agents based on call evaluations to improve performance, customer service skills, and compliance with processes.
- Regularly review individual agent performance, identify areas for improvement, and develop action plans to address performance gaps.
- Identify trends and recurring issues in call quality and customer feedback to recommend targeted training or coaching for agents
- Prepare detailed reports on agent performance, customer satisfaction, and quality assurance metrics for management review.
- Monitor and analyze KPIs such as call handling time, first call resolution, customer satisfaction, and agent adherence to procedures.
Education
Distinction Certificate - Supervisory Management
University of The West Indies, Open Campus
Jamaica 03-2017
CXC's(GED) - Business
Montego Bay High School
Montego Bay01-2002
Skills
- Written and Oral Communication
- Management
- Microsoft Suite
- Organize and Detailed oriented
- Problem-solver
- Creative and flexible
- Customer Relations
- Scheduling and planning
- Team training and development
- Conflict resolution
Certification
- Merit Certificate in Customer Communication Skills, Eservices (UWI accredited)
- Leadership Management Certificate, ADS Global (Heart Trust NTA accredited)
- Helpdesk Ambassador Certificate, Vistaprint
References
- Maria Brunson, Manager Woodgrill Buffet, 865 654 5484
- Anna- Kay Hanson, Lead Trainer, BuildASign 876 460 7094
Employmentsummary - Positions
- Floor Manager/ Front Desk Manager, Woodgrill Buffet/Grand Smokies 06/02/22, 12/01/24
- Team Lead, BuildASign. 08/08/20, 05/10/22
- Customer Service Supervisor, Vista Print, 11/01/17, 07/31/20
- Service Quality Advisor, Vista Print, 02/01/15, 11/30/17
- Order Review Specialist, Vista Print, 08/01/14, 02/28/15
- Customer Service Representative, Vista Print, 03/01/12, 08/31/14
- Customer Service Representative, ADS GLOBAL, 01/01/07, 12/31/12
Accomplishments
Streamlined operational processes, resulting in a more efficient structure and a significant increase in revenue. Recognized for contributions and promoted to assist in the sister company, leveraging skills to further improve business operations.
Timeline
Floor Manager/Front Desk Manager
Woodgrill Buffet/Grand Smokies Resort
04.2022 - 09.2024
Team Lead
BuildASign
01.2022 - 05.2024
Customer Service Supervisor
Vista Print
11.2017 - 07.2020
Service Quality Advisor
Vista Print
02.2015 - 11.2017
- Merit Certificate in Customer Communication Skills, Eservices (UWI accredited)
- Leadership Management Certificate, ADS Global (Heart Trust NTA accredited)
- Helpdesk Ambassador Certificate, Vistaprint
Distinction Certificate - Supervisory Management
University of The West Indies, Open Campus
CXC's(GED) - Business
Montego Bay High School
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