qualification summary

 

results-oriented customer service professional with strong ability to complete needs analysis and assess client relations with the ultimate goal of increasing business, customer retention, and referral rate.

 

call center operations / staff relations / project management / cost analysis

leadership / teambuilding / product knowledge

 

technical competencies: windows, lotus notes, access, excel, ms word, cognos, and powerpoint.

career history

 

convergys corporation, houston, tx

team manager/problem resolutions, 09/2007 c 02/2009

• directed the professional success of a 20 to 30-member team within a customer service call center environment.
• enhanced the professional development of internal staff by offering advice and mentorship and addressing any concern of staff that led to greater proficiency.
• advised staff of the immediate objectives for quality improvement and product knowledge to ensure compliance to established objectives.
• formulated policies and protocol covering how to master the appropriate customer service initiatives, new it procedures, and professional development.

 

convergys corporation, houston, tx

problem resolution technician/customer service, 03/2007 c 09/2007

• quickly promoted to team manager based in demonstrated leadership ability.
• provide technical assistance to computer system users experiencing difficulty or functionality issues with website design, email protocol, email protocol, php, html, and billing concerns.
• addressed and resolved issues with website design incorporating html programs.
• answered questions or resolved computer problems for clients quickly and provided consultation concerning the use of computer hardware and software.

 

advance america, houston, tx

general manager, 12/2005 c 03/2007

• drove client base to increase by 300% and captured $56k from write-off accounts of previous fiscal year.
• planned, directed, or coordinated the operations associated with customer service, loan processing, and collections efforts.
• formulated policies, managed daily operations, and planned the use of materials and human resources.
• engaged in a variety of financial management functions including statistical analysis, p & l assessment, and determining the best way to maximize client relations.

 

 

 

page 1 of 2

 

the university of alabama, tuscaloosa, al

data & imaging associate, 07/2002 c 01/2005

• tracked and maintained enrollment management division documentation accumulated over 60 months.
• devised document templates for the enrollment management division to promote more efficient methods of capturing data for the student information system.

 

the university of alabama, tuscaloosa, al

admissions assistant senior, 02/1998 c 07/2002

• directed the professional success of 5 to 25-member team of student workers.
• corresponded with prospective students, applicants, university alumni, guidance counselors and others seeking information on admissions standards, academic and non-academic programs, and student activities.
• conducted on-campus activities and events for prospective students and their parents.

education

university of phoenix, houston, tx, 10/2007 c present

doctorate of operational management

expected graduation date: 2010

 

university of cincinnati, cincinnati, oh, 06/2004 c 08/2006

master of science in criminal justice

 

the university of alabama, tuscaloosa, al, 01/1998 c 05/2002

bachelor of science in consumer science