Highlights

Summary

Accomplishments

Experience

Carol Slack

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

Monroe Twp, NJ 08831

Home: 609-***-****

Cell: 609-***-****

actimz@r.postjobfree.com

Call center management experience,

diverse projects with staff at all levels from

training to application . Specialty tasks

within the projects that require weekly

reports to HQ's for ongoing analysis by

clients.

Dedicated to process improvement across

all projects, streamlining overall tasks so

staff can be cross trained to meet multiple

projects .

Devoted to data integrity, through

monitoring as well as, mentoring to

improve and maintain consistent results

within the projects .

High respondent standards, equating to

high completion rates for the surveys that

we conduct, both in the field and in house.

Strong problem solving skills, in depth

knowledge of the management system, and

capabilities at each employee skill level,

ensuring they interface .

multichannel contact sample management

system, currently running three versions

meeting the needs of the clients we serve .

Skilled monitor / supervisor committed to addressing interviewer, researcher, and respondent concerns with speed, accuracy and professionalism. Resourcefully and consistently meets and exceeds productivity goals. A record of exceptional problem solving ability and experience developing and implementing innovative solutions.for delivery to our respondents . Exceeded target completion deadlines,

Project satisfaction on all projects assigned from training to the close of the project . Promoted to Call Center Monitor / supervisor in 2007 . Managed locating status reduction flow, interviewing scheduler flow on a daily basis . February 2001 to

Current

Mathematica Policy Research

Princeton, NJ

Monitor

Demonstrated mastery of project call script / survey delivery within specified time frames. Addressed respondents inquiries in a timely and accurate fashion. Maintained up-to-date records at all times, for all projects assigned. Developed effective relationships with all call center departments through clear communication and follow up .

Responsible for reports and supplying data requirements daily for numerous tasks / projects . Worked with upper management to ensure appropriate changes were made to improve delivery of surveys to respondents .

Track record of follow-up calls for respondents who were evading, refusing, concerned about confidentiality issues .

Formulated procedures and quality assurance measures.. Provided cross training and instruction to over 70 staff members.. Education

Trained and coached staff on respondent interactions. Assisted with the development of the call center's operations, quality and training processes. Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.

Facilitated information flow between interviewing / locating department, operations, quality assurance, training and mentoring to guarantee call center objectives were met. June 1983 to

August 1994

Russ Berrie & Company, Inc.

Cranbury, New Jersey

Assistant Director of Operations

Managed 45 employees in data entry, accounting, shipping, receiving, fleet DOT . Assistant Director of Operations, managed all affairs with regard to office operations and warehousing operations, productivity levels. Inventory management systems, purchasing and inventory supply chain from Orient ...

February 1994 to

February 2013

Honey Of A Nut

Lawrence Township, New Jersey

Manager, day to day operations

Responsible for opening and closing on a daily basis . Inventory and quality control . managed purchasing and merchandising for the business . Handled daily deposits for the business . Hired, trained and supervised staff to meet the expansion of business . 1986 Southwest

Phoenix, Az

Criminal Justice

BBA

4.0GPA

1983 Lassiter High School

Roswell, Georgia, U.S.A

College Prep

High School Diploma

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