PROFILE

Manager with over 10 years experience in a call center environment, reducing exp
enses, increasing profits, and providing strategic assistance. Industry experien
ce includes telecommunications, financial services and healthcare services.

AREAS OF EXPERTISE
Call Forecasting, Performance Analysis, Quality Assurance, Payroll Reporting, An
alyzing Call Center Data, Supervising Management Teams, Achieving Call Center Pe
rformance Goals, Increasing Customer Satisfaction, Staffing Needs, Recruiting an
d Hiring Personnel, Call Center Tools Development and Implementation, Performanc
e and Attendance Reporting
TRAINING 1-
Call Center Quality Manager - Sep. 2009 - Jun. 2010
Spheris/MedQuist, Franklin, TN
Provided strategic and tactical oversight of a call center with 4 managers as di
rect reports and supervised 130 support representatives.
Reported to the vice president of operations.
Participated in executive level meetings providing support and consultation in t
he area of call center quality expertise.
Responsible for designing and implementing quality standards for the call center
.
Provided measurements to help gauge the customer's overall level of satisfaction
with each contact event.
Reviewed and evaluated agent performance to establish quality standards and proc
esses, and analyze root causes of customer complaints and trend analyses.
Managed the process of establishing, tracking, and reporting metrics to measure
quality, productivity, and customer service delivery.
Trended, analyzed, and provided regular reporting on team metrics, and executive
level reporting for the purpose of assessment and agent/team improvement (as we
ll as department improvements.)
Managed projects, tasks, and oversight of team meetings, programs, and provide r
egular status updates on all activities.
Worked with customers, Account Services, and other departments as required ensur
ing customer satisfaction, resolution, and process documentation.
Financial Services Representative - Feb. 2009 - Sep. 2009
Verizon Wireless, Franklin, TN
Collected on past due accounts, researched and resolved customer inquiries, expl
ained products and services, and prioritized follow-ups to ensure timely resolut
ion.
Provided exceptional customer service through first call resolution by adhering
to quality standards, knowledge and utilization of system resources.
Administered and responded to all customer requests via telephone, letter or e-m
ail in a timely and professional manner.? Educated customers concerning company
policies and procedures affecting their account status (i.e. complete explanati
on of all charges on their bill).
Operations Supervisor - Feb. 2008 - Nov. 2008
Asurion, Nashville, TN
Managed operations of a 15 - 20 agent technical support team.
Earned ranking as the #1 team in the center month after month.
Initiated and implemented an employee recognition program for technical support
representatives, which reduced attrition, reduced hiring and training expenses,
and elevated morale.
Developed and established an incentive program based on individual performance m
etrics, which improved the working environment and attrition, increased performa
nce, and increased the centers NPS (Net Performance Score).
Call Center Supervisor - Oct. 2002 - Jan. 2008
T-Mobile USA, Nashville, TN
Managed operations of 15 - 200 telecommunication representatives within a custom
er service call center.
Created training curriculum and served in a "train the trainer" capacity to faci
litate program to training managers.
Composed, rewrote, and edited call sequencing scripts for the company based on g
oals and objectives.
Developed high-productivity customer service teams in newly launched centers ach
ieving top 5% ranking nationwide within nine months (six months ahead of plan).
Participated in planning call center ergonomics to accommodate a growth in perso
nnel throughout tenure from 200 to 600 customer service representatives.
Technical Support Supervisor - Aug. 1999 - Oct. 2002
Dell Computer Corporation, Nashville, TN
Supervised a 12 - 25 agent technical support team and directed their daily activ
ities.
Monitored technical support e-mail, queue (call center), and cases.
Managed the CRM system as well as gathered and reported support metrics.
Acted as a liaison between technical support and development reporting high prio
rity and critical bugs/issues.
Managed complaint handling system.
Production Supervisor - Nov. 1991 - Aug. 1999
Dominos' Pizza Distribution, Goodlettsville, TN
Managed a 30 - 50 person production department in daily high-speed food processi
ng environment.
Introduced a series of productivity improvement, process reengineering, cost red
uction and performance management programs that improved production output, prod
uct quality and customer satisfaction.
Optimized work efficiency, structured discipline, and met on-time delivery requi
rements, enhanced customer satisfaction and reduced quality complaints by 30%.
Established and maintained annual budgets, saving $100,000 in direct labor throu
gh reduction in overtime costs.
Checked raw ingredients for maturity or stability for processing, and finished p
roducts for safety, quality and nutritional value.
Defined and wrote standard operating procedures (SOPs) to supplement new qualifi
cations.
Developed food quality standards and production specifications, safety and sanit
ary regulations, and waste management and water supply specifications.
Inspected food processing areas in order to ensure compliance with government re
gulations and standards for sanitation, safety, quality, and waste management st
andards.
Involved with strategic production planning, achieving targeted production goals
to customer request by 98%.
EDUCATION
A.A.S., Management - May 1995
Nashville State Community College, Nashville, TN
GPA: 3.6. Courses taken included:
Strategic Management
Personnel Planning and Selection
Organizational Decision Making
Compensation and Performance Appraisal
Business Data Communications
New Venture Creation
Staffing and Selection
Quality Assurance
Dale Carnegie Course: Effective Communications & Human Relations
Dale Carnegie Course: Skills for Success? Leadership Training for Managers
SUMMARY
COMPUTER SKILLS - Microsoft Office Professional 2007 (Word, Excel, PowerPoint, a
nd Outlook)