Lee Rodgers
Mesa,AZ
Summary
Experienced and results-driven Contact Center Supervisor with a proven track record in managing high-performing customer service teams in fast-paced environments. Demonstrates strong leadership, coaching, and performance management skills, with a focus on meeting and exceeding service level agreements (SLAs), customer satisfaction (CSAT), and key performance indicators (KPIs). Skilled in call center operations, conflict resolution, agent development, and workforce optimization. Adept at driving team engagement, enhancing customer experience, and leveraging data analytics to improve call center performance.
Overview
14
14
years of professional experience
Work History
Loan Advisor
Bridgecrest Finance
Mesa
10.2025 - Current
- Developed tailored loan solutions, enhancing client satisfaction and retention rates.
- Boosted customer satisfaction levels with a timely response to inquiries and resolution of issues.
- Provided ongoing support for existing clients, addressing concerns or questions related to their loans as needed throughout the life of the agreement.
Customer Service Operations Supervisor
Ring LLC
Tempe, AZ
06.2019 - 07.2025
- Supervise and coach a team of contact center agents, ensuring consistent delivery of high-quality customer service aligned with performance metrics (AHT, FCR, CSAT).
- Manage real-time operations, including call queue oversight, agent scheduling, and escalations, using Amazon Connect and Salesforce platforms.
- Identify trends and coaching opportunities through QA audits, side-by-sides, and call reviews, providing targeted feedback to agents.
- Drive continuous improvement initiatives to optimize workflows and enhance customer experience.
- Conduct team huddles and individual 1:1 sessions to communicate updates and align performance goals.
- Partner with workforce management to ensure adequate coverage and adherence to staffing forecasts.
Customer Support Representative / Sales Agent
Direct Energy
Remote
07.2016 - 05.2019
- Delivered exceptional service via inbound and outbound channels, consistently achieving sales conversion and customer retention goals.
- Upsold warranty and protection plans based on customer needs, contributing to department revenue targets.
- Diffused escalated calls with professionalism, increasing customer satisfaction and loyalty.
- Handled scheduling, account updates, and issue resolution across multiple systems.
Account Executive
Insight LLC
Tempe, AZ
10.2012 - 03.2016
- Managed B2B sales relationships, leveraging consultative sales techniques and CRM tracking.
- Upsold hardware, software, and IT solutions to existing accounts, driving revenue growth and retention.
- Developed client-specific strategies to support long-term business objectives and service adoption.
- Provided post-sales support and maintained regular contact to ensure satisfaction and renewal.
Education
High School Diploma -
Palmdale High School
Palmdale, CA05.1994
Skills
- Contact Center Management, Team Leadership & Development, KPI Monitoring & SLA Compliance, Coaching & Performance Management, Customer Retention & Satisfaction (CSAT), Quality Assurance & Call Auditing, Conflict Resolution & De-escalation, CRM Systems (Salesforce, Amazon Connect), Reporting & Operational Analytics, Inbound/Outbound Calling Strategy
Personal Information
Timeline
Loan Advisor
Bridgecrest Finance
10.2025 - Current
Customer Service Operations Supervisor
Ring LLC
06.2019 - 07.2025
Customer Support Representative / Sales Agent
Direct Energy
07.2016 - 05.2019
Account Executive
Insight LLC
10.2012 - 03.2016
High School Diploma -
Palmdale High School