| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
SummaryCurrently seeking management level position in the call center field. Over 33 years of experience in customer service industry, and over 20 yeasrs in the call center management. Able to adapt to any task given.Skills ProfileTeam LeaderFully trained in Microsoft Word, Powerpoint, and ExcelStrong at mentoring, coaching and developing direct reportsAble to make quick smart decisions that are best for the business and follow through with itExcellent communicatiins skills, Lead both client and company conference calls, hosted calibration sessions with the client to ensure that Quality was at goal monthlyEmployment HistoryTEAM LEADER (Suoervisor) 02/2008-CurrentConcentrix,Hazelwood, Mo. WAHAble to monitor program service level AHT, and aherence to meet client goalsHelped launch the Express Scripts, FIS, Blue Cross Blue Shield progtams currently on the Starbucks programWorked directly with the client on a daily basis to ensure offline team's goal were metClosely worked with the recrutiing department doing second interviews to ensure the right talent was being hired for the businessWorked with the training department helping ensure current infromation was being provided to trainess, as well as assisting trainees in taking calls for ther first day of transitioning into productionActed as a SME (subject matter expert) and front line contact to newly hired team leadersHelped develop direct reports as peers leading career discussions and training in 1:1 coaching sessions for more responsibilityLead the escalation team ensuring all escalations completed and turned into the client by the deadlinePoint of contact for Operations Manager whenever they were Out of OfficeLead the initiative for developing speical programs within Express Scripts and Blue Cross Blue Shield line of business ensured the business was susccessful to the end dateLead the transision classes that moved into production ensuring that we had two coaches to assist with the new hire classesConduct Team meetings to ensure expedient communicationof relevant information and as an open forum for inputAccomplished and exceeded meeting monthly goals and attritionEducationHazelwood East High School 1987University City High School 1986 & 1985Mehlville High School 1984References Available Upon Request |
