Manager Customer Service
Resume:
Sonja Gwin Brewton
D es Moines, Iowa 50312
*.****@*****.***
Education
MPA, Drake University, Des Moines, Iowa, 2005
B.S., Tennessee State University, Nashville, Tennessee, 1992
Major Accomplishments
• Extensive experience in call center management, HR Benefits and Communications
& T raining and Development.
• Supervised between 6-36 employees in call center settings at the following;
M arketlink, Inc, Advanced Services, Inc., M idAmerican Energy, Mediacom
Communications, Principal Financial Group and EDS/HP
• Acted as vendor and client liaison at M idAmerican Energy, Principal Financial
G roup and EDS/HP. Team Lead for management teams for all escalated contacts,
both phone and front-line.
• Created and coordinated Training Bay for newly hired employees at Advanced
Services Incorporated, and MidAmerican Energy to create a developmental arena
p rior to release to call center f loor.
• Designed, coordinated and delivered t raining to as many as 250 employees in call
center and HR Benefits settings.
• Responsible for recruiting, hi ring and final on-boarding processes for M idAmerican
E nergy, Mediacom and Principal Financial Group.
• Responsible for providing feedback to employee base for continuous improvement and
quality assurance purposes.
• Extensive experience in analyzing data and providing in-depth reporting and
communications regarding conclusions and making any necessary business
adjustments.
• Extensive experience with Call Center inbound and outbound telephonic tools
i ncluding Avaya systems, CMS, Teknekron and others.
J ob H istory
• March 2009 to Present-Customer Service Representative, United Airlines, Des
Moines, Iowa
• November 2008 to Present-Sales Specialist, OfficeMax, West Des Moines, Iowa
• October 2010 to June 2011-Call Center Manager, Marketlink, Incorporated, Des
Moines, Iowa
• October 2007 to February 2009-Client Services Liaison & Operations Supervisor-
Benefits Administration, EDS/HP, Des Moines, Iowa
o Exclusive Contact Center for Health and Welfare benefits for clients.
Acted as escalated calls expert. Responsible for client updates.
Responsible for t raining set up and delivery.
• July 2005 to February 2007-Assistant Manager, HR Benefits, Principal Financial
G roup, Des Moines, Iowa
o Responsible for HR Health and Welfare Administrative team.
Responsible for inbound customer service call center team.
Responsible for all employee communications as they pertained to
Health and Welfare benefits.
• December 2001 to March 2004-Competitive Marketing Manager & Divisional
Telemarketing Manager,Mediacom Communications Corporation,
o Responsible for analyzing marketing efforts in dual markets as
Competitive Marketing Manager. Responsible for 24-seat outbound
t elesales as Divisional Telemarketing Manager.
• November 1997 to December 2001-HR Analyst & Call Center Supervisor,
M idAmerican Energy, Des Moines, Iowa
o Responsible for HR contacts to call center as HR Analyst. Responsible
for all employee communications regarding any new benefit or changes
t o benefits. As Call Center Supervisor, responsible for team of newly
t rained employees as part of a Training Bay in a 160 seat contact
center. The Training Bay facili tated as many as 18 representatives
w ho were consistently coached and counseled until final release to the
f loor based on 60-day performances.
• January 1995 to November 1997-Developer, Advanced Services, Incorporated,
Memphis, Tennessee
o Responsible for Training Bay employees in at 90-seat contact center.
T he Training Bay facilitated as many as 36 representatives who were
consistently coached and counseled until final release to the f loor
based on 90-day performances.
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