Madison Kulig
Pequot Lakes
Summary
Optimistic Contact Center Supervisor with extensive experience in managing team performance, driving up engagement, monitoring key metrics, and implementing process improvements. Skilled in training staff, resolving escalated issues, and maintaining high levels of customer satisfaction while ensuring adherence to company policies. Possesses strong work ethic and a proactive approach to achieving targets with minimal errors. I can be relied upon to help your team achieve its goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Contact Center Supervisor
Adams Pest Control
Nisswa
07.2022 - Current
- Developed a comprehensive onboarding program for new hires which included training materials as well as ongoing support throughout their tenure.
- Reviewed resumes, screened candidates, and conducted interviews to identify the best fit for our team.
- Developed strategies to increase efficiency in the contact center, resulting in improved team performance.
- Tracked KPIs including availability, answered vs. rejected calls, sales, saved accounts vs. canceled accounts, and technician skips, driving improved accountability and operational efficiency.
- Implemented effective coaching techniques designed to motivate employees and improve their job performance.
- Conducted regular meetings with agents to discuss performance goals, review successes, and address any areas needing improvement.
- Managed personnel resources by recruiting, selecting, orienting, training, assigning tasks, appraising performance, disciplining employees when necessary, addressing grievances and resolving problems.
Contact Center Team Leader
Adams Pest Control
Nisswa
12.2021 - 07.2022
- Trained new staff on customer service protocols and software usage.
- Collaborated with management to align team goals with organizational objectives.
- Collaborated with other departments to ensure timely resolution of customer inquiries.
- Maintained high levels of customer satisfaction by providing timely responses to escalated issues.
Contact Center Agent
Adams Pest Control
Nisswa
08.2018 - 12.2021
- Provided excellent customer service to customers over the phone and through email communication, while demonstrating effective problem-solving skills.
- Sold the best fit plan or service to customers based off of their pest control needs.
- Effectively handled incoming calls from customers in a timely manner, while maintaining a high level of professionalism.
Education
High School Diploma -
Pequot Lakes High School
Pequot LakesSkills
- Customer Success and Relationship Management
- Team Leadership and Coaching
- Performance Development and KPI Tracking
- Employee Development and Engagement
- Conflict Resolution and Escalation Management
- Process Improvement and Operational Efficacy
- Strategic Customer Retention
- Strong leadership
- Information and Documentation Expertise
- Multitasking
- Adaptability and flexibility
Certification
- Call Center Management BenchMark Portal
- Certified Call Center Manager CCCM
References
References available upon request.
Timeline
Contact Center Supervisor
Adams Pest Control
07.2022 - Current
Contact Center Team Leader
Adams Pest Control
12.2021 - 07.2022
Contact Center Agent
Adams Pest Control
08.2018 - 12.2021
High School Diploma -
Pequot Lakes High School