Tameika Blake

**** ******** *******, ***** ***-**1 Houston, TX 77077

641-***-****, Ext 342472# (vm)

704-***-**** (c)

acd76k@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

CUSTOMER SERVICE MANAGEMENT (CALL CENTER):

MANAGER, SUPERVISOR: Dynamic call center leader with 12 years of progressive high-level dispute resolution and heavy front-line employee management. Employee-focused and bottom-line oriented with an ability to make tough decisions, a knack for hiring the right professionals, and an affinity in building bridges between staff and management. Proven ability to identify deficiencies and potential opportunities, and increasing revenue, all while keeping the customer/client first. Managed team sizes ranging from 9 100 and developed teams through effective post training, coaching, and mentoring. Used the following software/applications: NICE, AVOKE, Avaya CMS Manager, EMPOWER, RTA, IEX/Totalview, Lexis Nexxus and Instant ID, Regulus, Axiom, Lotus Sametime, Proprietary Call Flow Software.

TECHNICAL SUPPORT SUPERVISOR, TIER 1 (TELECOMMINICATIONS):

Led, coached, and developed a team of Tier 1 Tech Support Specialists for major cell phone carrier (Sprint). Was responsible for ensuring team followed protocol by utilizing tools/resources to resolve customers tech issues and billing inquiries. Conducted training updates and post-training to team members. Programmed new and refurbished handsets, performed hard resets, refreshed devices, reported outage issues, and provided information to customers regarding outages in their areas. Handled and resolved escalated customer calls by performing troubleshooting steps for voice, text, and data issues. Escalated calls to Tier 2 Technical Support for unresolvable Tier 1 software issues; also completed trouble tickets for customers with hardware issues and had to visit a store for assistance (Xerox). Used the following software/applications: CMS Manager, IEX/Totalview, Lotus Sametime, Proprietary Call Flow Software.

ADMINISTRATIVE: Developed and streamlined administrative processes that eliminated redundancy, increase efficiency, and achieved organizational objectives. Created performance reports for Training Operations Manager to present at weekly client meetings to ensure staffing requirements were met (Xerox). Created and managed an offline administrative support team that updated customer information in the system at the customer s written request, i.e. billing address changes, credit card number changes, complaints, service order requests, etc; team also sorted and distributed mail and mailed correspondence to customers (SouthWest Water Company). Adept at confidential record/file management and maintenance, i.e. HR/Employee issues, hiring/firing documentation, attendance, performance appraisals, background checks, etc. Process timecards weekly for team sizes ranging from 15 100 employees. Organized and participated in event planning and other special projects. Possess excellent administrative, team building, interpersonal, communication, and time management skills. Proficient in: MS Word, Excel, PowerPoint, Outlook, SalesForce, Concur.

QUALITY ASSURANCE & WAREHOUSING: Performed inspections on packaging lines to ensure line cleanliness and compliance of SOPs (Standard Operating Procedures), GMPs (Good Manufacturing Practices), cGMPs (Current Good Manufacturing Practices), and FDA regulations. These inspections resulted in fewer quarantines, less re-work, and reduced company man-hours. Ensured products received the appropriate components, such as cotton, child-safety caps (Leiner Health Products).

PROFESSIONAL EXPERIENCE

General Dynamics Information Technology Healthcare Enrollment (ACA 2010)

Customer Service Supervisor, CCO Houston, TX Jan 2014 May 2014

Conduct one-on-one coachings and SBS monitorings with team of CSRs to improve individual, team, and site performance metrics: AHT, Quality, PPOM, Schedule Adherence

Ensure completion and compliance of post-trainings, such as CCO Learning, CUPs, D2D, TA, EJT, JAs, etc.

Conduct secure-floor policy inspections to guarantee consumer PII/PHI is treated and handled with the utmost care

Ranked number 6 of 513 teams CCO teams within 30 days of employment

Stewart Lending Services (Aerotek Temp/Contract) Mortgage/Banking

Loss Mitigation Loan Processor Houston, TX Apr 2013 Jan 2014

Worked as a borrower-advocate through the loan modification process.

Liaised with CRMs and Underwriting to obtain necessary loan modification documents from the borrower and QC/audit those docs for completeness and accuracy.

Created HAMP and Non-HAMP checklists for GSE (FNMA and FHLMC) and non- GSE (SFO and HFI) investors, including DOJ

Ordered CBRs from, tax transcripts from Landsafe, and CSAD from Lotus Notes (CSAD) then uploaded the docs into doc imaging systems. Packaged loan modification docs and submit them to Underwriting for review.

Declined loan modification files, if docs were not submitted by expiration dates on the IIN letters.

Xerox - Telecommunications

Learning Lab Call Center Supervisor, Tier 1 Tech Support and Customer Billing Houston, TX Dec 2009 Apr 2013

Provided post-training in the cocoon, Learning Lab area for new hires within the Training department and groomed them for graduation to the production floor

Conducted one-on-ones, side-by-sides, and remote monitorings with each morning-shift new hire to ensure they were following processes and utilizing tools/resources, and demonstrating the appropriate call quality behaviors and KPI s: AHT, sales, transfers, ASA, attendance/schedule adherence. Also conducted disciplinary action coaching sessions and terminations

Managed 9 direct reports, Performance Coaches, who answered questions, helped with tool usage, handled escalated calls, and coaching sessions

Prior to managing the Learning Lab, was a Production Floor Supervisor and coached/mentored CSRs (Dec 2009 Oct 2012)

SouthWest Water Company Utilities/Energy

Call Center Manager, Customer Billing Houston, TX Aug 2008 Aug 2009

Built culture of keeping the customer first and implemented a series of collaborative initiatives throughout the company to ensure the client and customer needs were met and expectations exceeded

Improved productivity from 40% to 90% within 60 days of being assigned to call center, surpassed quality measures within 45 days, and reduced AHT within 60 days through effective post-training and coaching, executing success plans, and developing best practice tips. These behaviors resulted in lower wait times for customers and favorable department goals.

LendingTree, LLC Mortgage/Real Estate/Sales

Call Center Supervisor, 3rd Shift Charlotte, NC Oct 2002- July 2008

Improved team inbound and outbound sales conversions by 65% within 60 days through effective post-training and coaching, progressive sales techniques.

Was chosen twice to travel to the Irvine, CA contact center for a total of 4 weeks to aid in leadership and familiarizing both the Loan Consultants and team managers with call center policies and procedures. Received great reviews from the Irvine, CA team.

Leiner Health Products Manufacturing/Packaging

Quality Assurance Specialist, Packaging 3rd Shift Fort Mill, SC Apr 2000 Apr 2002

Conducted tests on samples from production lines and recorded counts, torques, and other findings into a batch record

Reconciled batch records to expedite paperwork, assigned IR and numbers to quarantine products

EDUCATION

York Technical College, Rock Hill, SC - A.S. in Business, Specializing in Office Systems Technology (Earned May 2002)

Earned a Diploma in Automated Office (May 2002) York Tech

Certificates in Legal Transcription and Word Processing (May 2002) York Tech

Certification in Essentials of WI Loan Originator Education 16 hrs; LA Mortgage Education 10 hrs, and IL Option 1

Contact this candidate