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yyyyyy x. yyyyyy                              po box 0000 xxxxxx xxxx , xxxx , xxxxx 00000




skilled management professional with comprehensive call center sales and team leadership experience seeking to utilize abilities in a challenging call center manager or representative role.

career profile

ø  over six years of experience in call center operations, team leadership, sales, marketing and performance management.

ø  possess in-depth training and experience in all aspects of call center functions/operations and can handle assignments as a telephone representative or as a supervisor; have held responsibilities for such areas as planning, training, live monitoring, evaluating and coaching representatives.

ø  capabilities in call center administration, authoring reports on such areas as attendance, performance improvement and daily statistic updates, and working with client companies regarding achievement of team performance goals.

ø  alleviate intense and stressful call center environment through development and implementation of variety of employee-support programs, such as sales spiffs and other motivation tools/techniques, directed at mitigating negatives and supporting positive employee morale.

ø  developed effective scripts for representative use, updating as required, and provided strong assistance to new, inexperienced representatives that supported their successful development.


professional experience

total marketing concepts, inc., sanford, fl                                                                          2010 - 2011

performance manager

       served as day shift supervisor overseeing 20-30 staff members and ensuring each agent conformed to sales campaign guidelines and daily, weekly and monthly goals.

       performed planning, live monitoring, evaluations, coaching, reporting and drafting of attendance and performance-improvement schedules.

       identified and assisted improved of low-performing team members, launched new programs/policies and held daily meetings and calibration sessions with employees and sales representatives.

       conducted second job candidate interviews, sent perfect recordings to verizon wireless and served as sales floor resources for agents.

       de-escalated irate customers, motivated employees and communicated with clients.


one touch direct, inc., tampa, fl                                                                                        2005 - 2010

operations manager

       contacted existing customers and offered service renewals and promotional incentives.

       assisted trainees with questions, coaching, systems, navigation, dispositions and evaluations.

       served as team lead for 10-12 agents and was responsible for group attendance, statistics, program launches and changes, updates, coaching, development and administrative duties.

       was member of morale committee and manager of company rewards program, which was sponsored by mastercard.

       originally hired as tsr and eventually promoted to this position for superior performance.



tallahassee community college, tallahassee, fl

introduction to accounting, introduction to business, management studies

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