Mia Beasley

About Mia Beasley

Experienced and results-driven customer experience leader with deep expertise in contact…

Experience

1. Client Services Supervisor

   ChildCareGroup

   Sep 2023 — Present · Dallas, TX, US

   Leading operations for an inbound contact center handling over calls monthly, overseeing a team of 15 customer service advisors. Set and manage performance goals tied to productivity, service quality, and customer satisfaction. Serve as project manager for key initiatives, including redesigning call handling procedures and optimizing IVR and system interactions.Developed and launched a new Quality Assurance program, introducing structured scoring, behavioral definitions, and regular calibrations, resulting in measurable improvements in key metrics such as average handle time, availability, adherence, calls per hour, and speed to answer. Conduct regular audits to ensure regulatory compliance and support accurate resolution of escalated issues.Key Skills: Contact Center Management · Quality Assurance · Process Improvement · Regulatory Compliance · Performance Metrics · Customer Service Strategy · CRM Systems · Team Leadership

Education

• University of Central Oklahoma

  Psychology

• University of Central Oklahoma

  PSYCHOLOGY

Skills

• Time Management
• Quality Assurance
• Strategy
• Interviewing
• Talent Acquisition
• Operations Management
• Budgets
• Powerpoint
• Call Center
• Customer Retention
• Customer Service
• Interviews
• Leadership Development
• Human Resources
• Employee Relations
• Training
• Customer Satisfaction
• New Business Development
• Process Improvement
• Sales
• Sourcing
• Vendor Management
• Recruiting
• Call Centers
• Policy
• Team Leadership
• Inventory Management
• Coaching
• Leadership
• Retail
• Forecasting
• Hiring
• Performance Management
• Employee Training
• Team Building
• Management
• Talent Management
• Contact Centers