T i ra Fountain

t acf8ux@r.postjobfree.com

Home number 323-***-****

Qualifications

** ***** ******** ******* **********

Experienced developing and implementing comprehensive college recruiting programs

Energetic, dynamic, enthusiastic and f lexible

4 years of account management, sales and customer service

5 years of staffing and recruiting

5 years of problem solving, judgment, critical thinking, creative thinking and decision

making

Abilities to conduct interviews, t rain interviewers and facilitate decision making

regarding offers

6 years of experience of creating and facilitating new hire Sales and Customer Care

t raining programs

Expe rience

M y2Cents restaurant Los Angeles 06/08- current

Assistant Staffing Manager

Communicate with team members to promote the brand and maintain interest in the

company

Facilitating and executing remote interview processes via Skype

Collaborate with managers to identify ideal candidate skills and experience needs

Coordinates, completes and oversea staffing needs and payroll

Manage social media sites

Develop and maintain strong relationships with candidates and understand their needs

LegalZoom.com Austin, TX 04/13- 07/14

Assistant Manager, Operations Improvements & Projects

Develop and implemented programs which improved the customers overall experience

Routine audits and reviews of training classes and knowledge management content

Work cross functionally within sales and other organizations which assisted in driving

revenue and increased client satisfaction

Manage and solve conflicts with clients

Establish budgets with the clients and company

Provide information and advice to clients on process and procedures for the contact

center

Responsible for managing projects plans, conflicts, schedules and all communications

to stakeholders

Troubleshooting and resolving customers issues to achieve a greater “Willingness to

Refer” score

LegalZoom.com Austin, TX 09/11- 04/13

Lead of Sales Training and Quality

Created and Designed call monitoring and auditing forms via interaction business

manager technology with the Vice-president of Customer Care

Identified new sales opportunities within existing account to remain a client-account

manager relationship by up-selling or and cross selling

Provided performance feedback to call center staff, HR, temp agencies and facilitates

call calibration sessions for customer care and sales staff

Interact and coordinate with the sales team and other staff members in other

departments working on same client accounts

Created detailed reports for each new hire giving analysis, observations and

recommendations for new hire t raining improvements

Identify and introduce new ideas and solutions to create efficiency in t raining program

LegalZoom.com Los Angeles, CA 11/09- 09/11

Sr. Quality Assurance Specialist

Monitor over 50 calls and emails daily

Coordinate and facilitate call calibration sessions for customer care and sales staff

Prepare and analyze reports for management and staff review

Promoted to Customer Care Trainer

Received 7 awards for the most upsells within a 30 day period

L egalZoom.com Los Angeles, CA 12/08- 11/09

Customer Support Representative

Provide proficient and accurate customer service

Accurately assist Customers with inquiries with regarding order status

Empathize with irate Customers and provide solutions to maintain customer

satisfaction

Assist with new hire job shadowing

Has received acknowledgements from COO and management for providing excellent

customer service

Promoted to Quality Assurance

H yrian Staffing Agency L os Angeles, CA 06/07- 11/09

Talent Recruiter

Establish recruiting requirements by studying organization plans and objectives and

meeting with managers to discuss needs

Build applicant sources by researching and contacting community services, colleges

and internet sites

Determined applicate qualifications by Conducting phone screening interviews by

analyzing responses; verifying references; arranging community tours

Managed new employee relocation by determining new employee requirements

Improved organization attractiveness by constantly review like positions, monitoring

job offers and compensation practices

Maintain strong relationships with candidates while gaining a clear understanding of

t heir needs

Maintain weekly and monthly conversion sales Metrix

Futuredonics I nc Los Angeles, CA 10/05- 08/07

Customer Service & Sales Representative

Answered 65-85 inbound calls using a multi-lined phone

Distributed calls evenly between dental offices

Insurance screening (HMO and PPO) and verification

Met weekly quotas by referring more than half of callers to a dentist

Provided mentoring and t raining to new hires

Upselling dental plans to Dentist

Assisted in new hire training

Education

U niversity of Southern California Med-Cor P rogram

1999

Diploma received

Austin Contact Center Alliance Graduate 2013

Leadership Certification received

D ale Ca rnegie: Effective Communications & H uman Relations 2014

Certificate of achievement

P roject Management Academy C u r rent

Studying for PMP certification

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