Kelie A.

Stocking
40100 County Road 153 * Agate, Colorado 80101
720.515.7625 * ks5b2f90@westpost.net
EDUCATION
Bachelors of Science in General Studies * Minors in Political Science & History
Idaho State University * Pocatello, Idaho * 2010
WORK HISTORY
Teleperformance USA * Workforce Management Mission Control Analyst
2008-current
* Assisted with and managed daily functions of the call center, including monit
oring staffing levels, real-time agent activity and schedule compliance
* Used workforce management software (specifically Avaya CMS and IEX) to monito
r, modify and update staffing and scheduling real-time and followed strict time-
management agendas to ensure compliance with company policies and requirements,
including recruitment for overtime and outage management
* Created, distributed and archived hourly, interval and daily reports, includ
ing data on center statistics, staffing levels and terminations
* Employed communication skills that created a harmonious work environment in o
perations, including the correction of software/hardware issues, submission of r
epair tickets and other job-specific tasks, which facilitated cohesion between o
perational, management and corporate levels
Teleperformance USA * Senior Customer Service Representative 2008-current
* Attended to the needs of customers by employing appropriate tools, profession
alism and well-developed customer service skills
* Expedite customer resolution through one-on-one coaching, job development and
precise communication with management and customers
* Am considered a tenured agent and served as a member of the escalations team
for 10 months
* Assist with escalations, including customer requests for a supervisor or mana
ger, ongoing case management, and cooperation with other departments and centers
to ensure issue resolution
Instructional Technology Resource Center * Technology Production Assistant 2007-
2008
* Worked one-on-one with professors and support staff to develop online course
content, layout and delivery including on-location assistance with course develo
pment
* Assisted with the University-wide conversion from WebCT to Moodle, including
migrating coursework to the new platform
* Assisted with the monthly distribution of a department newsletter, including
an interactive online calendar with workshop dates and times
* Assisted with managing office traffic and requests, including scheduling appo
intments for myself and others to meet with University administration, professor
s, and support staff
* Assisted with the development and monitoring of Moodle, an online learning ma
nagement system used by students and instructors, including module testing, rese
arch and development
* Developed documentation and taught group workshops, one-on-one lessons and pr
ofessional development courses on Moodle, WebCT, and Microsoft Office 2007
* Wrote a research proposal for a University-wide online course evaluations pro
ject and continue to assist with implementation of this project through the stud
ent board (ASISU)
Kohl's Department Stores * Womens & Juniors Softlines Lead 2007
* Led small teams of retail associates in preparing the store for customers (sp
ecifically the Women's' and Juniors' departments), including stocking inventory,
unloading trucks
* Assisted with mannequin design and set up, along with sales floor layout, by
following corporate directives and goals in order to facilitate customer access
and attraction
* Processed, recorded and reported customer complaints, returns, exchanges and
rain checks
* Managed, organized and filed credit card purchase signature slips at close of
business daily
* Employed two-way radios to communicate quickly and effectively with store man
agement and other departments regarding task completion, store emergencies and c
ustomer concerns
* Inventory reporting lookup & management, including retagging inventory that h
ad lost tags and marking clearance items with colored labels
* Tracked and managed layaways, 48 hour holds and rain checks as well as organi
zing returned merchandise needing to be restocked onto the sales floor
Additional Work History, Supporting Documentation & References Available Upon Re
quest