EXPERIENCE-Created and refined sales scripts and rebuttals -Efficient with all HR related disciplinary protocols-Collected customer feedback and made process changes to exceed customer satisfaction goals.-Made reasonable procedure exceptions to accommodate unusual customer requests.-Maintained up-to-date records at all times.-Developed effective relationships with all call center departments through clear communication.-Ran reports and supplied data to fulfill customer report requirements.-Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.-Built customer loyalty by placing follow-up calls for customers who reported product issues.-Formulated and enforced Service Center policies, procedures and quality assurance measures.-Led the selection and implementation of a new phone system.-Provided cross training to 20 staff members.-Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.-Led a team of sales agents to high performance, maximizing profit for company - Create and maintain metrics to drive profitability and efficiency SKILLS-Results oriented-Operations management-Client-focused-Quick learner-Computer proficient-Reports generation and analysis-Training and development-High customer service standards-Call center management experience-Conflict resolution proficiency-Devoted to data integrity-Strong problem solving ability-Negotiation competency-Telecommunications