Mariah Meloney
Arima
Summary
Versatile call center supervisor successful at mentoring professionals to help them surpass and objectives. Excellent training skills motivate team members and apply data analytics to enhance
Overview
14
14
years of professional experience
Work History
Supervisor of Operations
Teleperformance
08.2022 - Current
- Coordinated with other departments to ensure smooth flow of work processes and communication.
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Implemented strategies to improve customer satisfaction levels.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
Senior Agent
Iqor
01.2016 - 08.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
- Strengthened team performance and productivity by training and inspiring team members.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Trained new employees on processes to promote productivity team-wide.
- Handled escalated customer service concerns to preserve revenue streams from key customers.
Quality Analyst/Assistant Supervisor
Iqor
01.2021 - 07.2021
- Maintained quality assurance procedure documentation.
- Monitored completed work and provided feedback to improve team member performance.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and customer satisfaction.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Oversaw employee supervision, client satisfaction, contract management and daily work.
Cashier/Customer Service Representative
Adam’s Auto Supply
01.2011 - 01.2016
- Operated cash register, collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Met high productivity standards in processing payments for customers.
- Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
- Answered customer quests, provided store information and escorted to desired store areas.
- Received payments for products and issued receipts.
- Increased sales by suggesting specific complementary items to customers.
Education
Associate of Applied Science - Business Administration
College of Science, Technology And Applied Arts of
Port Of Spain, Trinidad And TobagoSome College (No Degree) - PeaQ Performance Coaching
Iqor University
BaratariaCaribbean Secondary Examination Council -
Bishop Anstey High School East
Trincity, Trinidad And Tobago01.2011
Skills
- Customer communications
- Call center operations
- Quality assurance optimization
- Interpersonal skills
- Call control skills
- Training and development
- Business development understanding
- Senior leadership support
Timeline
Supervisor of Operations
Teleperformance
08.2022 - Current
Quality Analyst/Assistant Supervisor
Iqor
01.2021 - 07.2021
Senior Agent
Iqor
01.2016 - 08.2022
Cashier/Customer Service Representative
Adam’s Auto Supply
01.2011 - 01.2016
Associate of Applied Science - Business Administration
College of Science, Technology And Applied Arts of
Some College (No Degree) - PeaQ Performance Coaching
Iqor University
Caribbean Secondary Examination Council -
Bishop Anstey High School East