Ieasha Herring
Burlington
Summary
Customer Service Team Lead with 9+ years managing call center operations, resolving complex customer issues, and ensuring compliance with policies and procedures. Skilled in team leadership, process improvement, KPI-driven performance management, and technical systems (SAP, CRM). Experienced in training, mentoring, and implementing operational efficiencies. Adept at maintaining accuracy, meeting deadlines, and supporting organizational objectives in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call or Contact Centre Supervisor
Public Partnerships LLC
06.2024 - 03.2026
- Directed call center operations, improving service quality and schedule adherence.
- Trained new hires on QA processes, reducing time-to-competence.
- Managed complex customer escalations, restoring accounts and reducing repeat contacts.
- Developed weekly CRM reports to identify recurring issues and implement process improvements.
- 40 hrs/week
Customer Service Team Lead
Maximus
12.2019 - 05.2024
- Led and coached a team of customer service agents to exceed service targets and maintain adherence to schedules.
- Escalated complex issues to appropriate personnel, improving resolution rates.
- Assisted with queue management, covering peak call periods to maintain service levels.
- Conducted QA calibration sessions to standardize evaluation across supervisors.
- 40 hrs/week
Eligibility Specialist/QC Supervisor
SGS Consulting
03.2018 - 12.2019
- Supervised quality control of Medicaid eligibility applications, ensuring compliance with state regulations.
- Coached underperforming agents to improve call quality and accuracy.
- Managed service tracking and reporting in SAP, supporting operational decision-making.
- 40 hrs/week
Eligibility Worker
Randstad USA / Maximus
04.2017 - 03.2018
- Processed benefits applications for food stamps and Medicaid, maintaining data integrity and regulatory compliance.
- Reviewed client income and eligibility, escalating complex cases for timely resolution.
- Prepared case files for supervisor review and updated client records daily in case management systems.
- 40 hrs/week
Education
Associates Of Science -
South College
Knoxville, TN06-2025
Skills
- Customer Service & Complaint Resolution
- Leadership & Team Coaching
- Process Improvement & Compliance
- KPI Reporting & Performance Management
- SAP & CRM Systems
- Strategic Planning & Mentoring
- Training & Onboarding
- Quality Assurance & Escalation Management
Certification
Life & Health Insurance License
Timeline
Call or Contact Centre Supervisor
Public Partnerships LLC
06.2024 - 03.2026
Customer Service Team Lead
Maximus
12.2019 - 05.2024
Eligibility Specialist/QC Supervisor
SGS Consulting
03.2018 - 12.2019
Eligibility Worker
Randstad USA / Maximus
04.2017 - 03.2018
Associates Of Science -
South College
Awards / Achievements
Reduced call hold times by redesigning IVR prompts and reallocating skill-based queues., Improved first-call resolution and agent performance through targeted coaching initiatives.
Additional Information
- U.S. Citizen
- Willing to complete federal correctional training and firearm authorization as required.
- Available for up to 25% travel for training or work-related duties.