Lois Rideout

Team Supervisor (10/09/2000 – Present)

Team Manager for 11 years in a call center environment.

Last Employer: Convergys Customer Management

Contact Person: Charmaine Freake Site Director - 709-757-1827

Responsibilities: Team Manager for 11 years in a call center environment. I have managed a team of up to 45 agents. I have worked closely with our client and have ensured that billing requirements to the client are met correctly, met all targets on a team level and have operated in an acting senior management position on a frequent basis. I report daily to the site director on statistics, call management, attendance and miscellaneous daily issues. I have successfully met and exceeded client goals, ensured that all metrics are met weekly and monthly and deal daily with our client to ensure that their needs are being met to their satisfaction. I work closely with my team to ensure that their strengths are recognized and properly utilized to ensure the strength of the company and our contract is honored. I consistently take on additional resonsibilities and always meet or exceed expectations. I ensure to be up to date on all new processess and client expectations and I ensure to implement with a positive outlook. I monitor calls daily and directly report to our client on results. I ensure that billing to the client is correct and always speak to any issues being experienced. I handle all agent issues whether they be personal or business and strive to keep my agents happy under my management while ensuring that business needs are met.

Accomplishments: Team Supervisor of the Month on 8 occasions in the past two years. First Aid Certified 345 Management Courses - Completion available on Request Graduated with Honors - Business Administration Student of the Year

Establishment: Career Academy

Degree: Business Administration

Education Period: 09/08/2008 - 06/24/2008

Speciality: Diploma

Average Grade: 95