profile

Dezra Nauls

Houston, 77044, USA

Skills

Customer Service

Problem Resoulution

Customer Retention

Call Center Management

Education

Ashford University

Organizational Management , Organizational Management

Experience

Call Center Development & Training Manager

Metropolitan Transit Authority of Harris County , Houston, Texas

August 2008 - October 2011

Identified, developed and implemented training programs while managing the training department for METRO Customer Care & Customized Services division at the corporate headquarters. Recruited, retained and developed a diverse workforce of 140 call center & support employees answering 3.6+ million inbound customer calls per year. Fostered an environment in which callers could anticipate high levels of service and employees were motivated to deliver top performance. Managed call center quality assurance (call monitoring) to ensure friendly and efficient calls.

Training/Development
Quality Assurance
Employee Incentives

Workplace personality

100+

Company Size

12

Day Length

25+

Team Size

Loud

Noise Level

Formal

Dress Code

Benefits

N/A

Commute

Relocate

Paid Vacation

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