Farrolyn Caver

Experience

• 

  The Coca-Cola Company

  Jan 1994 - now

  •Manages a team of eight managers and supervisors to support the daily operations of 130+ Customer Engagement Associates (CEAs) and Customer Resolution Specialists (CRSs) in a fast-paced call center environment.Key Accomplishments:•Collaborates closely with MyCoke Techs to resolve service requests over the phone; this has resulted in a 35% fix rate and cost savings of $50M/year by eliminating unnecessary field visits. •Implemented SalesForce (CRM) and Genesis (Phone System) which resulted in a customer service rating increase by 5%, the ability to answer 80% of incoming calls in 20 seconds, and +/- $500,000 in annual cost savings.•Utilizes a contingent workforce during peak seasons/months which has resulted in the conversion of several temporary employees to direct hires. •Redesigned new hire onboarding modules in collaboration with training and quality departments to improve daily business operations and customer service. •Partnered with an external organization (Jobs America) to recruit students from Georgia State University; this resulted in the hiring of +/- 30 college students to provide them with corporate and professional development opportunities while alleviating their financial responsibilities. •Member of the Women’s Linc and African American Business Resource Groups. •Manages a Live Chat customer portal to optimize Afterhours Support •Served as Operations Lead for the Growth Summit Expo (2019) to coordinate event logistics which hosted 40-50 vendors such as GrubHub, DoorDash, and a World Without Waste. •Completed a six-month leadership course (2019) – Leadership Excellence Accelerates Performance (LEAP) 2.0. •Supported the COSTA commercialization, a coffee machine, by servicing customers during the initial launch phase. Show less

  • Department Manager - Reactive Service Operations

    Jan 2018 - now

  • Group Manager

    Jan 2000 - Jan 2018

  • Team Manager

    Jan 1994 - Jan 2000