Natalia Soloveva
Call Center Director
Antalya,Turkey
Summary
A seasoned Call Center Team Leader at Belyi Klyk, I leveraged team management and CRM software expertise to elevate customer service quality, achieving notable efficiency improvements. My leadership fostered a culture of continuous learning and development, significantly enhancing team performance and customer satisfaction.
Personable Call Center professional skilled in encouraging staff to quickly resolve issues to build loyal customer base. Proven history of setting challenging team goals to drive performance and assess improvement opportunities. Driven to coach and train new employees to deliver superior service, while implementing procedures to increase productivity and customer satisfaction.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Call Center Team Leader
Belyi Klyk
Moscow (remote)
04.2012 - Current
●Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
●Prioritized team and individual goals to effectively achieve business objectives.
●Oversaw call-monitoring, coaching, performance and corrective action for all team members.
● Reduced average call handling time from 270 seconds to 121, significantly boosting efficiency and customer satisfaction.
● Halved missed call rate to 5.5% through work schedule optimization and callback system introduction.
● Achieved NPS of 84% and CSI of 82%, reflecting our customer focus and continuous service improvement effort.
● Lowered Customer Effort Score (CES) to 1.3, easing service access for clients.
●Managed scheduling and shift rotations, ensuring adequate staffing levels to maintain optimal call center performance.
●Conducted periodic surveys with customers and potential customers to increase quality.
●Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
●Adapted call center operations in response to evolving business needs, ensuring seamless transitions during periods of change and growth.
●Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
●Executed Monthly Performance Plans with representatives to to identify production gaps.
Call Center Operator
Belyi Klyk
02.2010 - 04.2012
- Contributed to streamlined workflows by completing assigned administrative tasks in an organized and timely manner.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services, and company information.
- Assisted customers by answering questions and responding to inquiries.
- Achieved a high first-call resolution rate by quickly identifying issues and providing appropriate solutions.
- Collaborated with team members to share best practices, resulting in improved overall performance within the call center.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Education
Master of Arts - Linguistics
Moscow State University
Moscow 09.2008 - 05.2013
Skills
Team management
Escalation handling
Workforce planning
Call routing
CRM software
Scripting
Document management
Training coordination
Staff motivation
Call monitoring
Employee motivation
Quality assurance
Scheduling proficiency
Accomplishments
● Supervised team of 15 staff members.
● Reduced average call handling time from 270 seconds to 121, significantly boosting efficiency and customer satisfaction.
● Halved missed call rate to 5.5% through work schedule optimization and callback system introduction.
● Achieved NPS of 84% and CSI of 82%, reflecting our customer focus and continuous service improvement effort.
● Lowered Customer Effort Score (CES) to 1.3, easing service access for clients.
Timeline
Call Center Team Leader
Belyi Klyk
04.2012 - Current
Call Center Operator
Belyi Klyk
02.2010 - 04.2012
Master of Arts - Linguistics
Moscow State University
09.2008 - 05.2013