Open to opportunities

sarah smith

@sarahsmith5

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Call Center Operations Specialist

United States

Message

What I'm looking for

I'm looking for a customer experience operations role where I can lead and coach teams, improve service quality, strengthen documentation and training, and stay connected to frontline customer needs.

I've led daily operations for 25–30 customer service agents at Risetek Global, managing call and chat queues, resolving escalations, and maintaining service quality in a high-volume call center environment.

My progression from Customer Service Representative to Trainer, Documentation Specialist, QA Specialist, and Supervisor has given me hands-on experience in frontline support, onboarding, quality monitoring, coaching, compliance, and operational reporting. I create training materials, maintain SOPs and knowledge-base resources, and use performance trends to improve agent effectiveness.

Previously at Reef Technology, I handled 80–90 inbound calls daily involving case inquiries, account support, payment processing, lien holders, tow yards, and vehicle releases. I bring an empathetic, practical approach to customer interactions while supporting teams with live issue resolution.

Experience

Work history, roles, and key accomplishments

Supervisor

Risetek Global

Apr 2024 - Apr 2026 (2 years)

Led daily operations for a team of 25-30 customer service agents in a high-volume call center environment. Managed call and chat queues, resolved escalated issues, and conducted coaching sessions.

Team Leadership Queue Management Escalation Management Coaching CRM Reporting Workforce Management Process Improvement

QA Specialist

Risetek Global

Jan 2023 - Dec 2024 (1 year 11 months)

Conducted quality monitoring and evaluations of customer interactions to ensure compliance with company standards. Provided feedback, identified trends, and maintained quality scorecards.

Quality Assurance Feedback Data Analysis Reporting Compliance Calibration

Trainer

Risetek Global

Jan 2023 - Dec 2024 (1 year 11 months)

Facilitated onboarding and training for new customer service representatives. Developed training programs, materials, and conducted role-play and coaching sessions.

Training Onboarding Curriculum Development Coaching Role Play Sessions LMS

Documentation Specialist

Risetek Global

Jan 2023 - Dec 2024 (1 year 11 months)

Maintained and updated training materials, knowledge base resources, SOPs, and operational documentation. Audited documentation for accuracy and compliance.

Knowledge Base SOP流程设计 Version Control Audit Compliance

Call Center Representative

Risetek Global

Apr 2022 - Apr 2023 (1 year)

Handled high-volume inbound customer interactions, processed payments, and resolved account issues. Managed escalated calls and documented interactions in CRM.

Customer Service Call Handling Payment Processing Escalation Management CRM De escalation

Customer Service Representative

Reef Technology

Aug 2021 - Mar 2022 (7 months)

Handled 80-90 inbound customer calls daily regarding case inquiries, account support, and payment processing. Coordinated with lien holders and tow yards to resolve issues.

Customer Service Call Handling Payment Processing Escalation Management CRM Coordination