Stephanie Ulland
Austin
Summary
Results-driven professional with extensive experience in contact center operations. Known for strong leadership and employee engagement, successfully implementing process improvements that reduced handling time and enhanced team productivity.
Dedicated supervisor skilled in training and mentoring teams to achieve high performance. Expertise in compliance, reporting, and conflict resolution, contributing to a collaborative work environment and effective service delivery.
Overview
8
8
years of professional experience
Work History
Contact Center Supervisor
CRC
Austin, MN
01.2018 - Current
- Supervised daily operations of contact center, ensuring high-quality customer service delivery.
- Trained and mentored staff on effective communication techniques and conflict resolution strategies.
- Implemented process improvements that enhanced team efficiency and reduced average handling time.
- Analyzed performance metrics to identify trends and develop action plans for continuous improvement.
- Fostered a positive team environment through regular feedback sessions and recognition initiatives.
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone activity using various contact center applications and software tools.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
Contact Center Floor Lead
CRC
Austin, MN
01.2018 - Current
- Trained and mentored team members, enhancing productivity and fostering a collaborative work environment.
- Streamlined workflows by implementing process improvements, reducing inefficiencies in floor operations.
- Managed conflict resolution among staff, maintaining a positive workplace atmosphere conducive to teamwork.
- Monitored call volume and handled accordingly through setting skills, adding crisis greetings
Contact Center Dispatcher
CRC
Austin, MN
01.2018 - Current
- Monitored communication systems to ensure real-time updates and effective issue resolution.
- Trained new dispatchers on software tools and standard operating procedures for consistency.
- Oversaw daily operations, ensuring compliance with safety regulations and company policies.
- Collaborated with cross-functional teams to streamline processes and improve overall workflow efficiency.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Generated reports to track deliveries and maintain proper records and documentation.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
Education
High School Diploma -
Lyle High
Lyle MNSkills
- Effective coaching
- Call monitoring
- Workforce management
- Compliance
- Strong leadership
- Employee engagement
- Reporting skills
- Quality assurance
- Information tracking
- Report writing
- Timekeeping
- Coaching and mentoring
- Document management
- Strategic planning
Timeline
Contact Center Supervisor
CRC
01.2018 - Current
Contact Center Floor Lead
CRC
01.2018 - Current
Contact Center Dispatcher
CRC
01.2018 - Current
High School Diploma -
Lyle High
Employee of the Month 11/2022, Impact award - Quarter 3 2024
I received EOM in 2022 for taking over a call for a rep that was scary and out of the norm, I handled the call which involved someone whom was rather unstable by calling authorities to do a welfare check on the individual and was able to walk the rep through their end of the call to ensure handled accordingly in the stressful situation.
I received Impact award in 2024 because I was scheduled during the worldwide Microsoft outage and once we were back to normal operations in the early morning hours I called every single coop that either had crews/outages from the night before or during my overnight shift to make sure everything was now up to date for both us and them before end of my shift.