Madison Kulig
Adams Pest Control
Pequot Lakes
1
Certification
8
years of professional experience
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.
Work History
Contact Center Supervisor
4 Years 2 Months- Developed comprehensive onboarding program for new hires, including training materials and ongoing support to enhance retention and 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.
- Conducted regular meetings with agents to set performance goals, celebrate successes, and identify areas for improvement.
- Managed personnel resources by recruiting, selecting, orienting, and training staff, while also appraising performance and addressing grievances to maintain team cohesion.
- Created professional training videos,software demonstrations, and instructional documentation that educated customers, supported process adoption, and enhanced overall user experience.
- Conducted consultive meetings with prospective clients to assess organizational needs, deliver customized software demonstrations, and recommend solutions aligning with the companies' business needs.
Contact Center Team Leader
7 Months- 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
3 Years 4 Months- 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
Bachelor of Science - Business Administration And Management
Skills
Customer success management
Team leadership
Performance tracking
Employee engagement
Conflict resolution
Process improvement
Customer retention
Leadership skills
Customer Interaction Management
Workflow Prioritization
Dynamic Problem Solving
Certification
- Call Center Management BenchMark Portal
- Certified Call Center Manager CCCM
References
References available upon request.
Timeline
Contact Center Supervisor
Adams Pest Control
06.2022 - CurrentRead More
Contact Center Team Leader
Adams Pest Control
11.2021 - 06.2022Read More
Contact Center Agent
Adams Pest Control
07.2018 - 11.2021Read More
Pequot Lakes High School
High School Diploma
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University of The People
Bachelor of Science from Business Administration And Management
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