|Desired Industry: Customer Service/Technical Support
|Desired Job Location: Seattle, Washington
||Date Posted: 7/24/2011
|Type of Position: Full-Time Permanent
||Availability Date: 08/08/2011
|Desired Wage: 35,000
||U.S. Work Authorization: Yes
|Job Level: Management (Manager, Director)
||Willing to Travel: Yes, 25-50%
|Highest Degree Attained: High School/Equivalent
||Willing to Relocate: No
Seeking a responsible career position that utilizes my experience and qualities of a fast learner can be used. Seeking a Company where individual achievement and performance will be recognized, thereby allowing for growth and development.
Customer Service/Sales Assistant/Office Manager, MBM & Associates (Seattle, WA)
Managed inventory and sales, controlled expenses and payroll budgets, handled personnel issues, and accounting. Ensured that execution of all company, regional, and district policies and initiatives. Created engaged work environments through training/development, positive recognition, and effective communication.
Tracked all inventory.
Conducted orientation, train and coach the Customer Service Reps in execution of daily tasks and to maximize sales.
Overseen compliance of Customer Service Reps with established Company policies and standards, such as safekeeping of company funds and property, personnel practices, security, sales and record-keeping procedures, and overall maintenance of the call center by performing required audits.
Call quality assurance for all customer service representatives
Took all escalated calls
Area Manager, Man Alive/Finish Line (Norfolk, VA)
Managed the Norfolk district Store Managers as well as worked alongside my Regional Manager ensuring execution of all company, regional, and district policies and initiatives. Created engaged work environments through training/development, positive recognition, and effective communication.
Increased sales to budget
Decreased shrink to company standards
Recruited for Norfolk Market.
Helped with visual planning in district.
Maintained payroll to budget by minimizing turn over to company standard
Call Center Logistics Manager, Verizon Online/KTG (Norfolk, VA)
04/05-05/06 (project ended)
Responsible for overseeing Workforce Management for 11 of Verizon Onlines Technical Support call centers representing both Consumer and Business support.
Host daily conference calls with the call centers to gather metric data
Work with call centers to ensure Service Level goal and AHT goals are met
Contact call centers to move staffing around to accommodate large call volume
Approve/Decline and coordinate training and coaching sessions with the call centers
Assist in gathering and reporting data to ensure accurate forecasting
Work with call center management to ensure that OPS employees are following procedure and policy as set forth by the Centralized Resource Management Group.
Garfield High School
Bellevue Community College
Knowledge of most major computer programs:
Access, Aspect, Basys, Lotus Notes, Microsoft Excel, Outlook, Publisher, PageMaker, PowerPoint, VMware, Windows XP, Word, Works, Word Perfect, Opus, Omnibus, Oracle and Sametime Connect, Key Track and Yardi
Available upon request.
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