Empowering You to Take Charge of your Future with Innovation!Results-driven and customer-oriented professional with proven skills, accomplishments, and experience developing highly effective call center operations. Accomplished in operations management with a track-record of leading large-scale initiatives that streamline processes, improve efficiencies, and increases customer service levels. Motivational leader and “hands-on” leader that handles multiple responsibilities simultaneously in a fast-paced and time sensitive environment. Outstanding leadership and communication skills with the ability to develop trusting relationships through integrity, professional character, and industry expertise. Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook).

Call Center Retention Sales Manager

• Supervised new hires to insure that processes are followed and effective troubleshooting are complete. • Conducted weekly meeting session with area Manager to provide employee performance feedback • Performed daily debriefing sessions to close all performance gaps. • Call observation for quality assurance. • Status Leadership team in KMI meetings periodically in the nesting period. • Created process to insure agents were positioned with leaders that would guarantee success based on their leadership styles. • Mentored CA’s that assisted with the bridging process for career advancement. • Proficient in Training the Trainer.

• Supervised 16+ direct reports while developing a team to be the best in class for call resolution. • Proven ability in finding new innovative ways to inspire and motivate to ensure the results required. • Regularly performs weekly team huddles to communicate any pressing changes within the organization. • Monitors call behaviors and adherence reports to insure agents are in-synch with their schedules. • Maintains employee documentation while developing a good working relationship with local union. • Handles personnel issues, interviews and selects employees. • Administers staff management by identifying workflow call center process improvement opportunities, providing effective feedback, coaching, training for staff development, and taking corrective action. • Highly competent in motivating staff with incentive programs to increase performance and productivity. • Develops scripting; fully understands the importance of generating and valuing customers. • Consistently increases call center staff & selected highly qualified and talented candidates for employment. • Implements necessary disciplinary action while evaluating individual performance, recommending promotions and other employment status changes, and developing employees. • Performs routine and systematic quality checks; develops and reviews performance reports, identifies specific areas to improve, and implements service-level measurements to improve team performance.

• Managed and supervised 16+ direct reports; followed-up on reporting, payroll, and handling of complaints. • Responsibilities included monitoring team and office sales to meet daily and monthly established goals by properly handling call behaviors and sales contacts as well as increasing sales and monthly order audits. • Created detailed employee documentation; provided daily and monthly coaching/performance reviews. • Controlled expenses while implementing and developing various marketing programs and strategies. • Managed the Ad Hoc team huddles and meetings while initiating new methods for team training through PowerPoint presentations. Routinely involved in the forecasting process for Six Sigma projections. • Regularly managed overtime needs, and determined staffing reductions when call forecasting required. • Routed calls to alternate call centers to meet and exceed call answering expectations. Prepared updated reports and accurately forecasted call volumes for management on a daily, weekly, and monthly basis. • Worked directly with Team Leaders to make sure that resources were used in an appropriate manner.

* Demonstrated ability in providing assistance to customers in setting up new phone service; handling customers with data products and long distance, and worked with clients by handling of billing issues.* Resolved and defused customer anger. Worked with several departments to provide great customer service.* Handled and managed CWA Union Steward; built a good working relationship with the management staff.* Duties included: identifying areas for improvement and executing action plans to improve performance.