CHIARA CARRINGTON
Baltimore,RJ
Summary
Customer Experience Supervisor with extensive experience leading high-performing contact center teams. Skilled in coaching employees to excel in soft skills, quality assurance, and performance, while driving KPI improvements and fostering trust-based team cultures. Proven ability to develop talent and deliver exceptional customer interactions. Seeking to leverage leadership expertise as a Contact Center Resolutions Supervisor at IKEA.
Overview
13
13
years of professional experience
Work History
Remote Customer Care Supervisor
TCC, LLC
01.2022 - Current
- Manage and mentor remote teams, strengthening soft skills, accelerating issue resolution, and increasing customer satisfaction.
- Assessed calls through TalkDesk, identifying process gaps and coaching opportunities to improve team performance and service quality.
- Facilitate client and internal calibration sessions, ensuring alignment on quality expectations and continuous performance improvement.
- Spearheaded an upselling program, achieving 15% revenue growth while enhancing customer engagement.
- Support hiring, onboarding, and training by validating readiness and quality benchmarks.
- Handled complex case escalations, coordinating cross-functional teams to achieve resolution-focused outcomes.
Call Center Supervisor
Palm Coast Data
01.2018 - 2022
- Supervised a customer care team supporting the company's largest client, a major publishing company with multiple business publications.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Customer Care Supervisor
Baltimore Gas & Electric
01.2017 - 01.2018
- Managed a team of 25 CSRs, providing ongoing coaching and leveraging performance analytics to enhance skills, exceed KPIs, and deliver exceptional service quality.
- Designed and implemented team-building initiatives and competitions, boosting employee engagement and improving operational KPIs.
- Identified IVR skilling issues and collaborated with Workforce Operations to implement updates, improving call routing accuracy.
Call Center Supervisor
MAXIMUS, Inc.
01.2013 - 2016
- Oversaw multi-functional teams (Help Desk, Data Entry, Inbound Calls) for the Maryland Health Insurance Exchange, driving performance improvements and surpassing operational KPIs.
- Handled high-complexity cases through direct collaboration with the state client and Tier 3 technical support, overseeing each case through completion and communicating final outcomes to customers.
- Interviewed and hired staff, supported the training team with new-hire onboarding, and provided supervisors with training on new procedures and workflows.
- Redesigned CRM processes and managed a statewide retroactive coverage effort, ensuring timely eligibility corrections and on-deadline enrollment for thousands of residents.
- Designed comprehensive reports for executive leadership and the state client, enabling transparency, performance tracking, and informed decision-making.
Education
Google Project Management Certificate (In Progress)
03-2026
Associate of Science - Nursing
Capscare Academy For Healthcare Education
01-2020
Skills
- Team Leadership & Coaching
- Performance Management & KPI Tracking
- Customer Experience & Issue Resolution
- Process Improvement & Workflow Optimization
- Training & Onboarding
- Project Coordination & Reporting
- CRM & Call Center Systems (TalkDesk, Advantage, JIRA)
- Escalation Management & Conflict Resolution
- Soft Skills Development & Mentoring
- Stakeholder Collaboration (Internal & Client-facing)
- Data Analysis & Reporting/Performance Analytics
Timeline
Remote Customer Care Supervisor
TCC, LLC
01.2022 - Current
Call Center Supervisor
Palm Coast Data
01.2018 - 2022
Customer Care Supervisor
Baltimore Gas & Electric
01.2017 - 01.2018
Call Center Supervisor
MAXIMUS, Inc.
01.2013 - 2016
Google Project Management Certificate (In Progress)
Associate of Science - Nursing
Capscare Academy For Healthcare Education