Trina S. Cooley
Operations Manager @ YoungWilliams
- Role
- Operations Manager at YoungWilliams
- Location
- Shreveport, LA, US
- LinkedIn followers
- 500 followers
About Trina S. Cooley
Experienced Customer Service Manager with a demonstrated history of working in the telecommunications industry. Skilled in Microsoft Word, Coaching, Sales, Training Facilitation, and Team Building. Strong support professional with a Bachelor’s Degree focused in General Studies from University of Louisiana at Monroe.
Experience
Operations Manager
Jan 2025 — Present · US
The Call Center Operations Manager oversees the daily operations of the call center to ensure efficiency, high performance, and excellent customer service. This role involves managing staff, implementing operational policies, analyzing performance metrics, and driving continuous improvement initiatives. The manager works closely with team leads and quality assurance to meet service level agreements (SLAs) and customer satisfaction goals.Key Responsibilities: • Lead and manage call center teams to achieve performance targets. • Monitor call center metrics and implement strategies for improvement. • Develop and enforce policies and procedures for efficient operations. • Train, mentor, and evaluate staff performance. • Collaborate with other departments to resolve issues and enhance customer experience. • Manage scheduling, staffing levels, and workflow to meet demand.
Education
University of Louisiana at Monroe
Bachelor’s Degree
1997 — 2004
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