Ferrisea Furtick
Director of Call Center Operations @Government Support Jobs
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WORK HISTORY
Director of Call Center Operations @Government Support Jobs
US
Led a team of Operations, WFM, Quality, and Training managers to optimize call value while ensuring compliance and exceeding SLA performance, resulting in a 95% customer satisfaction rating.• Managed department budget, implemented strategies for efficiency and productivity, resulting in a 10% improvement in customer satisfaction levels and a 20% reduction in call handling time.• Established efficient internal and external QA programs, driving continuous improvement and a 30% increase in overall productivity.
EDUCATION
South Carolina State University
Bachelor of Business Administration (B.B.A.), Business, Management, Marketing, and Related Support Services
RCCSP
Six Sigma Green Belt Certification (Call Center Development), Developing Six Sigma Contact Centers
ABOUT FERRISEA FURTICK
Ferrisea Furtick To Whom It May Concern Career Path Description: I have a…
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