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Click here or scroll down to respond to this candidateCandidate's Name
Call Center Supervisor for Inbound and Outbound Call CenterSurprise, AZ Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLETo Secure a position with a growing company using my past experience and Leadership skills. Over 20 years of Call Center Experience20+ years in a leadership roleStrong Mentoring skillsResults OrientedThought leadership skillsWork ExperienceAccount ManagerNational Credit Adjusters LLC - Peoria, AZAugust 2020 to PresentNegotiating with clients to find the best outcome for the company and clients. Take inbound and outbound calls. Maintaining my production hours, increase my contact and promise rate. Make sure I am available to our clients. Mentoring new hires when they released from training. Call Center Supervisor for Inbound and Outbound Call Center Christian Brothers A/C, Plumbing, and Electrical - Glendale, AZ October 2015 to June 2019 Managed Call Volume to reach daily goals. Trained New Hires on Phone Verbiage and Success ware. Completed Monthly One to One's with customer service reps to help them reach their goals and the company's overall monthly business goals. Marketing assistant- identified companies to utilize for additional leads to bring in more call volume. Recruitment- participated in the hiring for customer service and Plumbing and Air Conditioning and Electrical technicians. Events planner- planned all companies Barbecue's celebrating the employees Birthdays and Anniversaries with the company. Planned company volunteer projects donating our time to assist with the homeless and less fortunate.Call Center ManagerOrangutan Home Services - Phoenix, AZJanuary 2015 to December 2015for Inbound and Outbound Call Center Managed 72 Employees in Call Center Managed call volume on Auto Dialer, 15 different campaigns, maintenance calls, service calls, sales calls. Completed training for new Employees, phone verbiage, vici dial, Success Ware, telephone technique. Recruiting for Call Center Completed one to one's with each employee to discuss their expectations, and to assist them in reaching their goals. Dispatched for the Sales Department, ensured each salesman received their calls and documented what they sold. Best Sales person to the best job maximizing efficiency. Liaison between Clients and CreditorsTake Charge America - Phoenix, AZNovember 2005 to January 201211/05-01/12 Certified Debt Counselor-managed my own portfolio. Managed a high capacity portfolio of 490 clients monthly. Educated clients to utilize financial programs to assist them in becoming financially secure. Offered counseling in financial decisions. Liaison between Clients and Creditors.Team LeaderAmerican Express Company - Phoenix, AZApril 1985 to September 2005of 15 High Balance Collection Team Members. Established goals and communicated team expectations, motivating team members to achieve their goals. Maintained 98% employee satisfaction among team members through Leadership Feedback and Awareness meals results. Practiced exceptional oral and written communication skills with all levels of management. Demonstrated coaching & coaching skills with team members. Identified strengths & learning opportunities to enhance team effectiveness & performance. Partnered with other business groups to develop process improvements to achieve business objectives. Utilized proven analytical problem solving and decision- making skills to enhance customer relationships in a fast-paced incoming call area. Partnered with our outside agencies in sharing best practices & working together to close gaps in process improvements. Assisted with auditing procedures for compliance purposes AccomplishmentsCustomer Service TeamleaderBusiness Finance - Phoenix, AZOctober 1985 to June 2005Caribbean cruise won at Small Business Conference for leadership And employee satisfaction-1999Center headAmerican Express - Phoenix, AZ2005 to 2005Cancun Trip won at SBS Conference for leadership and Employee Satisfaction-1999Event CoordinatorUNITED WAY1999 to 1999recognized with award-1999Monetary Award for employee satisfaction results-1999 EducationBusiness Management Degree in Business ManagementUniversity of Phoenix - Phoenix, AZMay 2005 to August 2007Skills Recruiting, Marketing Assistant, Certified Debt Counselor, Collections and Customer Service Skills(10+ years) training Microsoft Office Negotiation Customer service Communication skills Office experience Microsoft Word Microsoft Excel Leadership Mentoring Marketing Recruiting Training & development Plumbing Time management Supervising experience Typing Portfolio management Account management Management Organizational skills Microsoft Office Microsoft Outlook Cold calling Telemarketing Upselling English Call center management Accounts receivable Phone etiquette Office management Budgeting Windows Human resources Team development Analysis skills Writing skills Accounts payable Sales Data entry Financial services Research Databases Inventory control Computer skills Accounting Account analysis Word processing Public speaking Project planning Administrative experience Lead generation Direct sales Collection management Medical collection Multi-line phone systems Relationship management Salesforce Client services Debits & credits Cash reconciliation HVAC Cash handling Social media management Customer relationship managementCertifications and LicensesDriver's LicenseAdditional InformationWon Center Head Award for Leadership, increasing Employee Satisfaction within the team, increased revenue by creating a High Balance Collections team with there own portfolio's. |
