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Cairon Eno

@caironeno

Customer Service Supervisor at Alorica who reduced Average Handle Time by 53 seconds across an 18-person remote team.

At Alorica, I supervise an 18-person remote customer service team. Through coaching and performance analysis, I reduced Average Handle Time by 53 seconds while achieving 81% First Call Resolution and maintaining 87% Customer Satisfaction.

I monitor contact center KPIs and adjust schedules and resources as business needs change. I also review customer interactions, manage escalations, and use quality findings to guide coaching.

At Sourcepoint Mortgage, I helped sustain team achievement of required metrics and KPIs for 17 consecutive months. I used performance reporting to identify trends and coaching priorities, and supported employees through training and individualized development.

At McDonalds, I progressed from Crew member to Assistant Manager and General Manager. As General Manager, I was accountable for approximately $3.2M in annual business volume and led a workforce of up to 75 employees.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Supervisor

Current

Alorica

Apr 2024 - Present (2 years 6 months)

Reduced Average Handle Time by 53 seconds and achieved 81% First Call Resolution and 87% Customer Satisfaction for an 18-person remote team. Provided coaching, performance management, and escalation handling to improve service quality and operational efficiency.

Coaching Performance Management KPI Management AHT Reduction FCR (First Contact Resolution) Improvement CSAT Quality Assurance Escalation Management CRM Systems ACD Workforce Management Excel Microsoft Office

Supervisor

Sourcepoint Mortgage

Sep 2020 - Apr 2024 (3 years 7 months)

Sustained team KPI attainment for 17 consecutive months through performance management, coaching, and data-driven development. Analyzed reporting to identify trends and improve borrower service quality.

Performance Management Coaching KPI Management Data Analysis Reporting Customer Service Troubleshooting Team Leadership

General Manager

McDonald's

Jan 2016 - Jul 2020 (4 years 6 months)

Directed $3.2M in annual business volume and led up to 75 employees, managing staffing, labor, costs, and daily operations. Earned progressive promotions from Crew Member to General Manager over 16 years.