Jimalee Lovely

Email: abqrgv@r.postjobfree.com

Address: **** **** ******** ** ***

City: Tampa

State: FL

Zip: 33613

Country: USA

Phone: 813-***-****

Skill Level: Experienced

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

JIMALEE J. LOVELY

3434 Palm Crossing Drive Apt 103 * Tampa, Florida 33613 * abqrgv@r.postjobfree.com *

813-***-****

QUALIFICATIONS SUMMARY

Highly personable Customer Service/Support Professional with over twenty years of experience with emphasis on sales and support for both internal and external customers.

* Possess excellent written and oral communication skills.

* Exceptional ability to train, motivate, and supervise employees.

* Expertise in resolving escalated customer service issues.

* Ability to ensure company policies, procedures, and changes are delivered to staff in a timely manner.

* Excellent time management skills.

* Strategically oriented ability to pay attention to detail.

* Change and the ability to conform to it is one of my best assets.

* Technical skills include, Microsoft Word Office 2010, Lotus Notes 6.5, BOSS, NICE, Blue Pumpkin, Impact, CMS, Cisco, and Webview

PROFESSIONAL EXPERIENCE

HSN - St. Petersburg, Florida May 2012 to Present

Customer Service Hybrid Customer Service Representative

* Handle up to 150 inbound calls per day. Examples of duties, but not limited to; Exchange of damage or defective products, swap items ordered for different sizes.

* Correct billing, shipping and phone information.

* Assist sales team with orders and upsells of product.

* Any concerns or suggestions the customer has are documented and sent to the appropriate department.

* Handle HSN.COM customer issues and find solutions so they may continue to order and manage their account.

* Handle escalated issues and find solutions that benefit both the customer and HSN.

* Meet all KPI`s of Compliance, Quality and AHT.

Coca Cola Enterprises - Tampa, Florida May 2005 to March 2012

Customer Service Supervisor (February 2007 to April 2008) (May 2009 to present)

Supervision of 15 plus customer service agents who are taking an average of 100 inbound calls per day. Provide employees with tools to maintain and increase service levels and sales as well as customer satisfaction to both internal and external customers. Work closely with other departments to promote sales contest and clarify information. Gather, analyze, and report daily/weekly/monthly sales and service statistics to my agents and my direct manager.

* Provided feedback to our recruitment department after interviewing perspective new employees.

* Assisted Customer Service Lead Supervisor in the interview process and decision making for the promoting of a new Customer Service Lead.

* Instrumental in bringing my team of agents to meet or exceed all goals on their monthly scorecards on a consistent basis for a large majority of the year.

* During one on one individual coaching sessions I review performance metrics with emphasis on use of the tools available such as C.O.L.A., Knowlagent learning software, and QUEST/FISH updates.

* Past participating in our QUEST/FISH council weekly meetings which address a wide variety of issues throughout the company and gives me a chance to provide feedback and solutions.

* Took the lead in creating, organizing, implementing, and overseeing the sales incentive for both the ISR and CSR departments on a quarterly basis.

* Review areas of improvement needed for my team and create a monthly incentive to motivate and reward their achievements in reaching those goals.

* Daily monitoring of real time floor activities via Cisco and Impact.

* Prepare and deliver regular performance evaluations and execute disciplinary action when necessary. These could include performance, following company policy, and attendance.

Customer Support Supervisor (April 2008 to May 2009)

In this position, I assisted in the facilitation of consistency and accuracy in which customer service is provided to our customers by performing to specific national and internal service level agreement standards. I was required to have extensive internal and external customer contact that demanded a high degree of business knowledge along with communication, collaboration, and problem solving skills.

In the supervision of my Customer Support Specialist team of 15 or more agents my responsibilities included, but not limited to:

* The support training and development of Customer Support Specialists to evaluate and process Customer Support Tickets, as well as motivate and mentor them to achieve full individual potential.

* Monitor and track performance pertaining to Customer Support Ticket error identification, dispatch and closure accuracy, maintaining internal Service Level Agreements standards, call quality, schedules adherence, and workload balance.

* Facilitated bi-weekly team meetings to review team performance, coach for error reductions and identify Customer Service Ticket dispatch and closure opportunities. Many team meetings included team building activities and refresher trainings to build morale.

* Researched Customer Care Center Customer Service Tickets and repair service errors. Provided timely feedback to our Customer Support Managers and recommended corrective action to the Customer Care Center functional teams.

* Ensured policies and procedures were adhered to and followed corrected action as necessary.

* Participated in QUEST/FISH council, content review, and errorapolooza meetings to provide Customer Support insight and suggestions.

Customer Service Lead (December 2006 to January 2007)

* Provided additional support to agents, via the Assist Gate, which included escalated customer calls, direction on proper procedures, and customer follow ups direct to the local sales centers.

* Agent performance monitoring via NICE, sit withs, and error coaching.

* Monitoring floor activities via CMS and Blue Pumpkin.

* New hire development through group meetings, daily stats review, and individual coaching to meet CDC goals.

* Create agendas and facilitate team meetings.

* Coach errors and quality monitors.

* Summaries of agent performance and areas of opportunity provided to Supervisors.

* Took the initiative to create a book of procedures, schedules of daily activities and guidelines for the Lead team. This gave the team a continuity and organization we had been lacking.

Customer Service Representative (May 2005-January 2006)

* Handled up to 150 calls per day.

* Accurately enter orders and suggested up-sell opportunities.

* Further investigated service and support requests so the local sales centers can address the concerns in a timely and most efficient manner.

* Filled in for the Assist Gate as needed when staffing was short.

* Recognized as -Classic Performer- by my team for the months of July, August, and September 2005.

* Received a quality award as -Quality Star performer- for August 2005, and -Most Valuable Player- for December 2005.

* Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues.

EDUCATION AND TRAINING

UNIVERSITY OF SOUTH FLORIDA TAMPA, FL

* Continuing Education Certificate: Management and Supervision.

* Courses include: Supervising Your Employees, Coaching and Mentoring, Understanding Yourself and Others, Supervisors and the Law, and Managing Performance Improvement. Planned completion date September 2008.

HILLSBOROUGH COMMUNITY COLLEGE TAMPA, FL

* Currently attending to obtain an associate of arts degree in liberal arts. Plans to transfer to USF to complete my bachelor`s degree upon

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