Customer Service Quality Assurance
Resume:
Richard Dodson
Bastrop, Tx. **602
Richard Dodson
Qualifications -Eight years experience in management
-Sixteen years experience in customer service in call center environment
-Six years experience in sales
Experience 3/99-12/10 AT&T Mobility
Consumer Data Support Team Manager
Managed 10 to 15 representatives, developed department wide commitment program, provided team support, performed controls for quality assurance, implemented policy, ensured adherence to procedures, conducted monthly/quarterly/annual employee reviews, designed action plans to improve performance/morale, participated in the hiring/training as well as discharge of employees, resolved escalations, compiled reports, met/exceeded all expectations and deadlines
9/93-3/99 MCI Worldcom
Outbound ASR
Recipient of numerous awards (sales person of the month-four times, employee of the month-thirteen times and a national award for peer development), met/exceeded all sales expectations, performed inbound and outbound sales, presented joint offer campaigns to potential customers, provided exceptional customer service, assisted in the training of sales techniques to new hires, coached new hires in increasing productivity
10/91-11/92 Dataplex Information Systems
Assistant Supervisor
Assisted in the management of daily operations, supervised employees, ensured production goals were maintained, developed and inspected microfilm, performed quality assurance, fostered community and public relations
3/85-8/91 Subs and Suds Restaurant
General Manager
Planned, organized, directed and controlled all aspects of the restaurants operation, executed accounting procedures, created marketing schemes, completed reports, supervised employees
Education Midwestern State University 1985-1990
Burkburnett High School 1982-1985
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