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Click here or scroll down to respond to this candidate Candidate's Name
MANAGER-CUSTOMER EXPERIENCE, SALES AND QUALITYCONTACT PHONE NUMBER AVAILABLE EMAIL AVAILABLEPROFILECustomer Service and Sales Management team member offering a college education combined with over 20 years experience in call center, remote and retail management, sales, customer service, support services and training, as well as an in-depth understanding of attendance and workforce operations.
SKILLS Over 20 years of Sales and Service Management Experience
Team Management Call Center Management Management of remote employees Training and Development of employees Change Management Genesys
Communication Leadership WICT Resolution oriented Exceptional Multi-tasker Quality Assurance focused Microsoft Office AMA-Leadership Development Lynda.com Career Path-How to become an Effective Manager NCTI-Business Essentials
Lecture Series: Resilience: Finding Hope in Hardship CSG-Legacy Migration Team Ceridian and ADP
EXPERIENCEShentel-Retail Sales Supervisor/Customer Service Management-Call Center and RemoteOctober 2011-March 2022 Monitor daily and monthly productivity of the retail stores. CREATED AND DELIVERED metric SOPs to accurately measure the organizations
TRACK KEY PERFORMANCE INDICATORS TO ENSURE CUSTOMER SATISFACTION. Develop employees-provide coaching and training. Liaise with internal customers, implementing consistent practices throughout the departments, to enhance the customer experience. Recruit, mentor and develop the customer service representatives, providing a nurturing environment to increase sales and maximize profitability. Perform Quality Assurance Monitoring and Coaching to sales success, through the GUEST process, exceeding kpi requirements.
Work closely with the Workforce group to identify and address staffing concerns, implement overtime as needed, assist with real-time adherence and provide coaching to increase adherence. Lead the number one team in sales and quality assurance for 8 years in a row.
Bell Atlantic-Verizon-Consultant/Supervisor/ManagerDecember 1996-June 2009 Served on the Clarksburg CSSC IHD (help desk) for 6 years as an Escalation Supervisor. Addressed and defused customer complaints before they were escalated to members of senior management Call Center Floor Manager during my tenure for over 6 years, managing a call center of 130 customer service representatives.
Designed and trained a Service Refresher Course for over 100 employees, while serving as the Service TBO (team based organization) Leader.
Successfully trained the Clarksburg Call Center to handle Maryland and Washington, DC phone calls.
Monitored accuracy of reporting. Coached and developed employees on call structure, sales, adherence, average handle time and hold time using a WFM (work force monitoring) system. Coordinated schedules for the call center, which consisted of 16 different available shifts, assessing call volume daily to determine the need for overtime or hour reduction. Increased attendance results by creating sale incentives such as shift slides. (If an employee is running late, they can shift their start time up to 2 hours and avoid disciplinary action.) Delivered disciplinary action to team members performing under company standards. Created and implemented a customer loyalty program and a retention team, which increased NPS results.
Obtained profitable results by setting and achieving sales goals. Recruited, mentored and developed new hires into sales and customer service agents.
Collaborated with Team Leaders to build and institute a scorecard favorable for both the employees and the company, which provided tangible performance results.
Identified and addressed staffing concerns and coaching needs.
Managed to approved budget. Analyzed data to predict customer service projected inputs and outputs, including call forecasting.
Identified and implemented new strategies to improve the quality of service, productivity and profitability for the company.
Participated in CAG (customer advocacy group). This group produced overwhelming results by investigating problems and communication with intra-company departments to ensure outstanding customer service.
Management Trainer for one year, training the new consultants for over 6 months to prepare them for the job.
EDUCATIONWest Virginia Wesleyan College1992-1996Lewis County High SchoolGraduated 1993I elected to become a fulltime college student during my Senior Year in high school. I had enough credit hours to graduate, only lacking Senior English. I petitioned the Board of Education and was granted permission to use the grade I received in Freshman English at college, as my grade for Senior English.
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