Donna M.

**Customer Support Team Leader & Call Center Operations Manager | 25+ Years Experience** With 25+ years of experience in customer service, call center operations, and team leadership, I help businesses deliver exceptional customer experiences while improving efficiency, quality, and performance. I bring strong managerial and supervisory experience leading customer support teams, coaching agents, optimizing workflows, and managing high-volume customer interactions across multiple channels. If you need someone who can step in immediately, work independently, and take ownership of your customer support operations, I can help. **How I can support your business:** ✅ **Call Center Operations Management** * Manage daily customer support operations and high-volume contact center environments * Monitor key performance indicators (KPIs), service level agreements (SLAs), productivity metrics, and operational goals * Track and analyze Quality Assurance (QA) scores to improve agent performance, compliance, and customer experience * Identify performance gaps and implement coaching, corrective action plans, and improvement strategies * Improve workflows, processes, and team productivity ✅ **Team Leadership, Supervision & Employee Engagement** * Lead, coach, and mentor customer service representatives, team leads, and support teams * Create a positive, supportive, and motivational work environment that encourages teamwork, accountability, and high performance * Recognize employee achievements and motivate teams to reach individual and department goals * Provide onboarding, training, performance feedback, and professional development guidance * Review QA evaluations, attendance, productivity, and performance metrics to ensure team standards are met * Address performance issues through coaching, documented feedback, corrective action, and disciplinary action when necessary * Promote open communication, employee engagement, and a culture of continuous improvement ✅ **Customer Support Excellence** * Handle email, phone, live chat, social media, and ticket-based support * Resolve escalated customer issues with professionalism, empathy, and effective problem-solving * Turn challenging customer interactions into positive brand experiences * Maintain high standards for customer satisfaction, accuracy, and service quality ✅ **Process Improvement & Support Optimization** * Create SOPs, knowledge bases, templates, FAQs, and workflows * Analyze support data, KPI reports, and QA results to improve operational efficiency * Identify bottlenecks and implement solutions to improve response times and customer satisfaction * Help businesses build scalable support systems **High-Volume Phone & De-escalation Expertise** * Experienced managing demanding inbound call environments while maintaining quality and accuracy * Skilled at handling frustrated or escalated customers using empathy, active listening, and problem-solving techniques * Focused on improving First Contact Resolution (FCR) while maintaining efficient Average Handle Time (AHT) * Experienced in monitoring call quality, coaching agents, and improving customer interactions **Administrative & Business Tools:** * Microsoft Excel for reporting, tracking, data analysis, spreadsheets, KPI dashboards, and performance metrics * Microsoft PowerPoint for presentations, training materials, operational reports, and business reviews * Adobe tools for document creation, editing, formatting, and professional communications I am a reliable, self-directed professional who can quickly learn your systems, understand your customers, and become a trusted extension of your team.