Juanisha Ellison
@juanishaellison
I lead call center teams that improve retention, quality, and productivity.
United StatesWhat I'm looking for
At Target, I lead guest service operations, coordinate with fulfillment and management teams, and resolve order, return, and product escalations. By monitoring KPIs and improving workflows, I helped increase team productivity by 25% while improving response time.
Previously at Dish Network, I led onboarding and training for 20+ customer support agents across phone, chat, and email. My personalized coaching increased first-call resolution by 10%, supporting stronger retention and customer satisfaction.
I also bring quality assurance experience auditing customer interactions, identifying service gaps, improving workflows, and creating training guides that help teams deliver consistent customer experiences.
Experience
Work history, roles, and key accomplishments
Collaborated cross-functionally to streamline workflows and enhance customer engagement. Monitored KPIs, leading to a 25% increase in team productivity and improved response time.
Led onboarding and training for 20+ customer support agents, developing coaching strategies that increased first-call resolution rates by 10%. Managed multi-channel customer interactions and conducted quality assurance evaluations.
Conducted quality audits on customer interactions, identifying service gaps and coaching agents on retention techniques. Analyzed performance metrics to improve workflows, resulting in a 20% increase in service quality ratings.
Education
Degrees, certifications, and relevant coursework
Brooks College
Associate of Arts, Fashion Design
Associate of Arts degree in Fashion Design from Brooks College.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
Skills
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