V ictoria Partin

**** ******** ** abh4nw@r.postjobfree.com

Canton, MI 48188 Cell: 734-***-****

I am seeking a receptionist position where can leverage my 20+ years’ experience working in call centers. I want

t o grow within a company and become one of your top performing employee's.

Areas of Expertise

Call Center Management Customer Satisfaction Enhancement Team Building and Development

Complaint Handling & Resolution F ront-End Supervision Training / Coaching

Operations Management Cash Handling & Deposits Quality Analysis

Professional Experience

Minacs, Farmington Hills MI 10/05/2012 to 11/7/2014

Verizon Call Center Team Lead

• On boarding / Evaluating / Grading / Coaching CSR Calls (20 Agents in Group)

o 4 monthly quality calls with each agent in my group

o Quality focus: exceptional customer service / accuracy / precision / documentation

o Monthly agent reviews: coaching / sales / attendance / call stats

o Weekly client calls to gain feedback on existing business and call center operations

• Training of New/Existing Call Center Representatives

o Teaching navigation of computer programs

o Providing and explaining expectation and resolution check list

o Senior agent mentor assigned to assist with new agents

o Distribution and explanation of new policies / procedure

Bright House Networks, Livonia MI 6/90 to 10/11

Call Center Manager 8/03 to 10/11

Call Center Supervisor 6/98 to 8/03

Collection Agent 6/95 to 6/98

Call Center Agent 6/90 to 6/95

Overview:

Responsible to recruit, train and run day to day operations of the call center.

Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front end

operations to ensure friendly and efficient transactions. Key Accomplishments:

Various administrative duties: On boarding paperwork / t racking of attendance / scheduling, timesheet approval / in terviewing / annual

performance reviews / disciplinary actions.

Implemented monthly coaching with Supervisor's and the agents, to ensure proper customer care by monitoring recorded calls .

Ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.

Exemplified the second-to-none customer service delivery for which Bright House Networks is nationally renowned by JD Powers. (BHN

scored top rates for customer service in 2011)

Education and Training

Madonna College Livonia MI 09/89 to 6/90

General Studies

Training: Completed numerous courses and seminars in customer service, sales strategies, time management, leadership, performance assessment.

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