SUMMARY OF QUALIFICATIONS: Equip with diverse management style with a strong customer focus. A solid history call center Management. Proven ability to develop and coach CSR to strong performers. Strong analytical and planning skill, combined with the ability to coordinate the efforts of many to meet organizational goals. Productive and efficient work habits coupled with strong work ethics. Self-motivator with high energy to motivate others to perform.
CORE SKILLS: Conflict resolution Excellent communication skills MS Windows proficient Strong organizational skills Effective solution development Energetic work attitude Fast learner with a wide range of practical skills Training Creative problem solver Developed listening skills
EMPLOYMENT HISTORY: NCO Financial 09/08 to 06/10 Customer Service Supervisor NC Supervised, coach and developed team of 20 Apple Tech support agents. Responsible for quality assurance for each team member. Monitored/managed team aux code usage to assure adherence compliance. Facilitate team meeting to informed team members of any changes with organizational policy or procedure. Effectively manage teams attendance and attrition. Responsible for conducting agent yearly performance reviews. Finalizing teams payroll to ensure no payroll errors. Conduct and execute any disciplinary actions up to including termination of team member. Interview potential candidates for hire. Participate in unemployment hearings.
AVP of operations 11/07 to 08/08 IQor/First Contact NC Main function to coach and develop call center reps. Strategically monitored csr productivity to ensure organization set goals are met. Documented and executed disciplinary actions when required for CSR. Interviewed potential candidates for hire. Conducted quarterly reviews for reps consisting of aht, acw,and productivity. Effectively handled escalated calls to ensure customer concerns are resolved. Actively monitored and handled team attrition not to effect company attrition.
CSR Supervisor 07/07~11/07 Convergys Corp NC Coach and develop a team of 30 customer service rep. Responsible for enforcing call center procedures and policies. Assisted with new hire training classes when needed. Prepared reports for CSR stats also using creativity to motivate CSR to obtain organizational set goals. Monitor CSR quality and give feedback on areas of opportunity. Issued disciplinary documentation when needed.
Property Manager 10/04~06/07 HMBI-REO/HUD NC Managed government owned properties in an asset value of $2.5 Million dollars. Prepared Property for resale proposes. Directed the daily work flow of government inspectors and sub-contractors. Work closely with closing department and external loss mitigation departments. Responsible for facilitating meetings and up training sessions.
Wholesale Analyst Team Lead 07/02~04/03 First Union Bank NC Supervised coach and developed a staff of 15 to 20 CSR. Monitored CSR to ensure that organization set sales goals were met. Monitored reps weekly to ensure quality goals are met. Handled escalated customer issues to ensure customer satisfaction.
EDUCATION: VIRGINIA COMMONWEALTH UNV~1993 BACHELOR OF SCIENCE/BUSINESS MANAGEMENT
Is this your Resume?
Fill out this form to request for your resume to be removed.