Summary
Overview
Work History
Education
Skills
Timeline
Generic

Denicia Welch

Elkhorn

Summary

Customer service professional equipped to drive team success and operational efficiency. Proven track record in overseeing customer interactions and implementing best practices to maintain high service standards. Focused on fostering team collaboration and adapting to evolving client needs, with expertise in conflict resolution and performance management.

Overview

11
11
years of professional experience

Work History

Virtual Call Center Supervisor

Core Bank
10.2024 - Current
  • Managed daily cash transactions, ensuring accuracy in balancing while adhering to strict compliance guidelines.
  • Monitored call quality and provided individual constructive feedback to enhance performance.
  • Trained team members on performance metrics and consumer behavior identification.

Program Manager for Youth

Goodwill Industries
02.2022 - 11.2024
  • Engaged in effective and timely communication with school districts to ensure successful program outcomes.
  • Ensuring the effective implementation of Individual Service Plans (ISP) and Individual Behavior Plans.
  • Managed the development of program materials including policies and training materials.
  • Enhanced team performance through weekly observations and classroom audits.
  • Successfully secured grants for various projects aimed at enhancing the overall quality of education provided to students.

Card Servicing Team Lead

PenFed Credit Union
10.2020 - 05.2023
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.

Front Desk Associate

Residence Inn By Marriot
06.2018 - 09.2022
  • Assisted in training new hires on front desk operations.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.

Assistant Childcare Director

BET Learning Academy
10.2014 - 01.2022


  • Managed budgeting processes
  • Developed comprehensive staff training programs
  • Evaluated curriculum regularly to ensure alignment with current educational standards.
  • Coordinated special events fostering community engagement.
  • Introduced new teaching methods such as project-based learning.
  • Supported special needs students'' learning through tailored lesson plans and individualized attention.


Customer Resolution Manager

Walmart eCommerce
06.2018 - 05.2020
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Reduced response times for escalation cases by implementing efficient processes and protocols.
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.

Education

AAS - Early Childhood Education

Northeast Community College
Norfolk, NE

Skills

  • Team leadership
  • Project Management
  • Customer Service Expert
  • Effective communication
  • Analytical problem-solving
  • Team development
  • Quality assurance
  • Coaching
  • Call center operations
  • Call Escalation
  • Cash handling

Timeline

Virtual Call Center Supervisor

Core Bank
10.2024 - Current

Program Manager for Youth

Goodwill Industries
02.2022 - 11.2024

Card Servicing Team Lead

PenFed Credit Union
10.2020 - 05.2023

Front Desk Associate

Residence Inn By Marriot
06.2018 - 09.2022

Customer Resolution Manager

Walmart eCommerce
06.2018 - 05.2020

Assistant Childcare Director

BET Learning Academy
10.2014 - 01.2022

AAS - Early Childhood Education

Northeast Community College

Similar Profiles

CREATE PROFILE
Denicia Welch