Vernell L Ellis

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

Colonial Heights, VA, 23834

804-***-****

acpgbg@r.postjobfree.com

Manager, Customer Service Experience Summary

Vernell demonstrates being dependable, hardworking, and an honest skilled

Supervisor with over 15 years combined of Management, Training and Customer

Service experience. Vernell is very goal oriented, organized, direct, and

self-determined. I express confidence in management skills, training, and

communication skills. Communication skills are demonstrated both verbally

and written. I display great team ethics and enthusiasm within the work

environment. As a member of management I am responsible for managing all

call center operations. I assist with providing information to more

prominent members of management during nightly conference calls. I assist

with coaching and developing supervisors to become more productive and

confident in their current roles.

QUALIFICATION HIGHLIGHTS

. 18 years in Customer Service

. 6 years in Management

. 3 years in Training

. 3 years in Collections

. Associates Degree A&S

Education

Graduated from Omaha Central High School Douglas County, Omaha, NE

Associates Degree in Arts and Science - JTCC - Chester, VA - 2008

Bachelor's Degree in Human Services - VCU - Richmond, VA - current student

CERTIFICATIONS / TRAININGS

GDIT Certifications -

Tier II on all LOB,

Tier II on General Medicare.

Certified Internal Support Group Agent

Certified Supervisor as well as knowledgeable in the below areas:

Defining Customer Service

BCC-U Targeted Coaching 301-Using the Touch Base Agenda

Time Management: Planning and Prioritizing Your Time

Security and Privacy Incident Reporting

Embracing Organizational Change

Delivering Difficult Messages

Managing Change

BCC Six Sigma (5/5 courses)

Interacting with the Customer

TECHNOLOGY

Software

Microsoft Real Time Adherence

PeopleSoft Empower

Excel Next Generation

Desktop

ETS Verint

Word Radmin

Avaya CCPulse

PowerPoint

Customers Supported

GDIT

Professional Experience

GDIT Chester VA

From: Nov 2007 - Current

Manager

Currently as an Manager, I manage a team of 8 Supervisors. On a nightly

basis, I am responsible for up to 250 employees and this includes all

operational staff. I assist the Supervisors' with maintaining their goals

as a team. I conduct Supervisor One on One's; provide feedback, rewards,

kudos as well as disciplinary action when necessary. I assist with the

training and developing the Supervisors as a Manager. I create sheets that

assist with organization, which allows the Supervisors to work more

diligently and efficiently. As a member of management I attend weekly

meetings with all Managers as well as one on one's with my direct Manager

for coaching and development of myself. As a RFT Supervisor, I supervised

groups of up to 25 agents. I assist them with their daily concerns, while

coaching them for improvement. I work closely with customer service

representatives and other Supervisors as well as Managers to ensure that

all functional areas in the company are working properly. I act as a point

of contact for the members of the team as well as members of Management. I

enforce the call center expectations, policies and procedures.

Monitor Calls and Coach CSR on calls weekly

Monitor Productivity, quality, adherence and attendance by reviewing ALL

reports

Complete and deliver performance warnings (verbal, written, and PIP's)

Review Scorecard Scores weekly and Coach on Scores when necessary during

one on one's

Complete and deliver performance appraisals

Team Motivator along with practicing GDIT's Core Values and acting as a

role model

Interview, Certifications and Terminations when necessary

Certified in Part a II/B II/DME II Claims, Tier II, ISG

Facilitate and deliver Desk to Desk Training's along with other trainings

when necessary

Communicate changes and updates to the team to ensure all members

understand

Attend Calibration Sessions bi-weekly

Conduct Conference Calls

Act as mediator when difficult situations arise with Supervisors and

CSR's.

General Service Bureau Omaha, Nebraska

From: Jul 2002 to Aug 2003

Account Manager

Here I offered recovery services for all types of businesses and

industries. I complied with the Ethical Standards of the American

Collectors Association and the Fair Debt Collection Practices Act. I

managed accounts with unsettled medical bills, clarified differences of

HMO, PPO, and Medicare and Medicaid Insurance. As a new employee I

collected over $25,000 alone in one quarter.

Secured payments on incurred debts by phone contact

Performed outbound calls to collect on past due accounts

Performed Skip Tracing

Implemented new strategies that had proven successful to other collectors

West Telemarketing Omaha, Nebraska

From: Jun 1994 to Sep 1999

Trainer/Supervisor

At West I received and processed incoming/outgoing calls. This included

obtaining, entering and verifying customer information (names, addresses,

credit card numbers, etc.) answering questions, resolving issues, adhering

to scripts, and attempting to sell products or make up-sells when

necessary. I trained classes of 20-25 employees on different call types,

inbound and outbound. I also supervised groups of up to 30 employees in

OJT (On the Job Training).

Modified Training Materials

Taught different policies and procedures along with the use of the PC to

new hires

Trained on inbound calls from as seen on TV sales, QVC sales, Phone Card

Activation etc.

Trained CSR's on Diffusing the Anger of an Irate Customer

Monitored Attendance

References Available Upon Request

Contact this candidate