Candidate Information Name Available: Register for Free Title Call Center Human Resources Target Location US-TX-Lubbock Email Available with paid plan Phone Available with paid plan	20,000+ Fresh Resumes Monthly     View Phone Numbers     Receive Resume E-mail Alerts     Post Jobs Free     Link your Free Jobs Page     ... and much more Register on Jobvertise Free
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Candidate's Name
Street Address  PHONE NUMBER AVAILABLE EMAIL AVAILABLESUMMARY OF QUALIFICATIONSBachelor of Science degree in Organizational Leadership from Lubbock Christian University with course work in Psychology, Business, Ethics and Human Resources.Possesses a unique combination of analytical and leadership skills, with organization and prioritization abilities.Proven successful change leader.Successful team management with track record of employee development, customer service excellence, interviewing, sales performance excellence and cross departmental support.Worked on Project teams to onboard the Lubbock Loyalty Call center in C360 Salesforce system.Upskilled managers, and agents alike in Lubbock and the Virtual call centers.PROFESSIONAL EXPERIENCECall Center ManagerCapital Federal Credit Union- Onboarding- Aug 2023 to PresentAssist in developing strategies and technologies to onboard high volumes of applicants.Develop the Five9 call system to meet business needs.Building IVR skills and campaigns in the Five9 call system.Report creation and metrics development based on call trends.Work force Operations.Field escalations and resolve concerns.Sales CoachAT&T Mobility Loyalty- Virtual Call Center  Oct 2015 to Jul 2023Coach and develop a team of CLG Retention agents in a high-volume call center environment.Develop strategies to manage performance statistics and implement them on a team level to drive revenue and improve ROI.CRM and Sales Force experience.Sales and Sales performance management.Sales Coach Accomplishments- 2022 Summit award recipient for top 3% annual performance. Chosen as POC and Lead by my peers for pilot program for C360 Sales Force system integration in Lubbock. The first TM to transition from Lubbock Call Center to the Virtual environment.Team Leader (Supervisor)Convergys - Lubbock, TX  April 2014 to September 2015Lead a team of 12-18 technical service representatives in a third party, Call center environment.Sales managementQuality monitoring and performance monitoringCRM ManagementAccomplishments- Consistently ranked in top 5 for quality, team sales and team customer satisfaction.MSS Team Coordinator (Team Manager)Kohl's - San Antonio, TX - April 2012 to May 2013Lead a team of 12-15 retail support representatives in sales, call handling metrics through performance evaluations, reporting and behavioral coaching.Coaching and developmentTeam Meeting and Coaching SchedulingAction plan development and managementNew hire onboardingReport analysisInterviewing potential talentUp trainingAccomplishments-Top Team Performance for June 2012, August 2012, and May 2013.SupervisorKGB - San Antonio, TX - September 2011 to January 2012Lead team of technical service representatives in call quality and performance metrics.Coaching and developmentAction plan development and managementSchedulingTime keepingCRM managementAccomplishments-Top sales team for last quarter 2011.Supervisor, Customer ServiceCVS Caremark- San Antonio, TX - January 2005 to July 2011Lead teams of 12-20 associates to meet client specific metricsCoaching and developmentWorkforce managementQuality monitoringCRM managementAccomplishments- Selected to lead the new and sensitive client team.