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Driven, skillful and confident professional with over 20 years of progressive experience in the areas of customer service and support. Leverages strong communicative abilities to generate solutions in collaborative environments. Skilled in simultaneously handling projects seamlessly and with care for each. Able to manage large-scale call center environments in alignment with established industry standards. Aims to continually drive process improvements using Six Sigma best practices. Thrives in fast-paced work settings, both as an individual contributor and cross-functional team member. Personable with a determined demeanor and reputation for overachievement. Currently seeking a challenging and exciting new role with a focus on escalation, call center and compliance management processes.
Key Areas of Knowledge & Expertise
Customer Service Leadership Project Management Regional Supervision Problem Solving Time Management
Organization Regulatory Compliance Staffing Schedule Management Operations Quality Assurance Call Centers & Calibration
Critical Thinking Interviewing & Hiring Corrective Action Performance Review Strategic Planning Payment Processing Auditing
Small Claims Court Mediation Processes Virtual Department Management Six Sigma Methodology Interpersonal Communication
Business Analysis Productivity, Credit & Quality Reporting Microsoft Office Avaya Centre Vu Oracle Systems Windows OS Logicall
ICOMS ATT Tool Bar Performance Edge E-Workforce Management E-Time Kronos PeopleSoft
Professional Experience
Time Warner Cable: Enterprise Manager, Executive Response Team /Corporate Escalation (2014-Present)
Drive operations across the Midwest, Carolina and Northeast COTP/Regulatory systems; includes establishing and implementing methods that serve to heighten efficacy levels and lessen the company s susceptibility to compliance concerns
Coordinate internal compliance reviews to assess activities via periodic reviews of departmental issues and related response measures
Evaluate operative activities to determine potential violations of regulatory or contractual standards or internal protocols; also reply to customer complaints about the company in a swift and comprehensive manner and report results to the proper channels
Answer investigation queries as the region s principal point of contact
Review processes and analyze data using internal audit measures; follow up by suggesting viable process improvements
Regional Supervisor Executive Response / Corporate Escalation Team (2013-2014)
Fielded all Better Business Bureau, PUCO, Attorney General and Ohio Chamber of Commerce Complaints across the Midwest Region, including the cities of Cincinnati, Cleveland, Columbus and Kansas City, along with the entire states of Kentucky and Wisconsin
Supervised a group of seven teams and 14 Associates per region to respond to regulatory and corporate complaints, as well as other issues forwarded to the team from executive-level personnel
Actively liaised between the company s Attorneys and external parties during cases in need of further exploration and testimony
Operations Manager (2011-2013)
Directed daily workflows for a high-achieving, capable team
o Supervised six Lead associates, six Quality Assurance Auditors, a Workforce Administrator, four Front Counter Associates, six Customer Service Representatives and five Corporate Escalation Associates
o Worked initially for Insight Communications, the ninth largest cable provider in the country as it transitioned to join with Time Warner Cable, the second-largest cable provider in the U.S.
Mentored and coached Leads on efficaciously handling all escalated calls with professionalism
Served as the company s Closed Captioning Coordinator
Acted as a liaison for Tribune Media Services; evaluated and approved all Insight Channel Guide publications for accuracy and efficacy
Clearly and concisely communicated all service-level issues and corresponding solutions to the Call Center Director and corporate staff
Planned and executed interview processes for prospective new hires across various areas of the business; worked as the Workforce Coordinator for the Columbus region
Planned workflows for overtime staffing and led all shift bidding processes to ensure proper coverage across the territory
Delivered useful and practical suggestions to the Call Center Director in an ongoing effort to improve service levels by altering breaks each week
Created and set into motion a fresh process used to drive Assist and Escalation line savings; generated an average of 31 seconds of AHT savings per call completed
Maintained all department Incentives and payouts with precision and strong attention to detail
Also assumed full responsibility for managing all legacy corporate accounts within Insight
Yyyyyy x. yyyyyy
Continued
Insight Communications: Customer Care Supervisor/Front Counter Manager (2010-2011)
Guided and led a team of up to 15 Call Center Associates and four Associates across both the Front Counter and Payment Center facilities; guided and coached all staff on sales trends and reviewed pertinent statistics to offer a complete view of current operations
Effortlessly delivered superb leadership and management for all Front Counter operations; included the incorporation of an automated system used to rectify and track payment corrections at the Front Counter
Arranged logistics for and scheduled staff meetings, appraisal processes and employee performance reviews; included the development of all-inclusive meeting agendas
Handled the flow of all equipment returns and service disconnects that were the direct result of client non-payment; ensured that each process was completed in full and in accordance with relevant Insight guidelines
Worked as an active participant for all Customer and Associate Focus groups; offered all related feedback to upper management for review and potential implementation
Facilitated the competition review process with teams to evaluate offerings from company competitors and discuss methods for how to best retain customers using already-existing products and services
Stepped in to provide leadership in cases of customer-escalated issues specific to Front Counter and Call Center operations; audited related work orders with colleagues to determine areas for opportunistic growth and heightened levels of service delivery accuracy
Played a key role in clearly and succinctly communicating changes in operations and related training with Dispatch and Collections staff
Alliance Data: Customer Service/Sales and Service Supervisor (2001-2010)
Led a team of 16 driven, goal-oriented and eager-to-learn Associates
o Instructed each in how to service new account holders and reply to customer service calls centered on the company s line of proprietary credit cards
o Placed a strong emphasis on sales best practice in training and developing all departmental staff
Created useful, cost-cutting procedures that also increased overall levels of productivity amongst personnel; motivated the supervisory team to bolster levels of staff morale and determine the potential need for ongoing departmental professional development
Encouraged and coached sales team to produce the second-highest sales figures across the organization; used new and improved sales tactics that were crafted with the Marketing team and used to test new products
Coordinated the workflows of the management team to ensure adequate staffing levels that aligned with customer needs and operational efficiency
Worked with Six Sigma experts to collaboratively improve business procedures, e.g. AHT reduction and productivity increases
Founded and sustained positive, mutually beneficial working partnerships with external clients in order to fully meet their training and business needs
Inspired and mentored Call Center Associates to help them develop and refine their talents in order to prepare for future growth opportunities; included introduction of a peer mentoring program that allowed experienced staff to assist newer hires
Meritoriously solved all escalated concerns, a collaborative effort involving both personnel and the company s clientele; included development of a difficult application queue that allowed for timely and productive resolution and processing
Made a sound commitment to lead by example in promoting health and wellness activities across an 800-person Call Center
Honored with the Top Team Award for two consecutive years due to developing the most productive team department-wide
Handled training efforts for new and seasoned Associated that focused solely on handling all new accounts; discussed authorizing sales, delivery of top-notch customer service and best practices for upselling products
Guaranteed that all received mail inquiries were tended to and fully resolved over the course of a week s time
Generated emergency credit bureau updates for clients that faced the possibility of having inaccurate information specific to their accounts with Alliance posted on their credit reports
Early Experience
Training Assistant, Alliance Data, 2001
Customer Service Specialist, Alliance Data, 1995 2001
Education
Completed Courses, Business Management, Hampton University
Also completed coursework at Ohio State University and the University of Phoenix
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