Sales Customer Service

[

p Lyndell L. Draves

i **** Dorothy Ave White Bear Lake, MN 55110

c Cell: 651-***-**** Email: abh8yk@r.postjobfree.com

]

EXPERIENCE

Iqor, Inc

AVP, Operations Healthcare

Plymouth, MN

April 2009 - Oct 2010

Led a team of inbound and outbound representatives for the State of

NY Port Authority, Dept of Finance, and Parking and various

Healthcare facilities in the US in collections of past debts.

Motivated them to ensure goals were met as set forth by the Call

Center VP and Corporate under the name of Allied Interstate.

Participated in weekly meetings with all staff, and met daily with

the 19 representatives that worked under me. Ran incentives, and

worked within all corporate guidelines. Enforced all FDCPA laws

with employees.

Wells Fargo

Call Center Supervisor

August 2008-April 2009 Shoreview,Mn

Led a group of Sales Reps for the National Business Banking Center

to achieve call center goals, and maintain productivity standards.

Was responsible for documenting all goals and implemented all call

center standards. Worked with the NBBC resource management in

Sacramento, CA to ensure compliance with all attendance statistics.

Conducted weekly and monthly meetings with all representatives so

they knew where they stood in regard to commissions. Motivated the

representatives to produce record numbers and led a strong team

that increased sales on the team by 30% consistently for 6 months.

Participated in weekly meetings with other management staff, and

had one on ones with my manager. Worked with team on growth goals

within the company. Had very low attrition rate. Ran incentives and

worked with a set budget for increasing performance. Did Hiring and

firing of employees while following normal human resource

practices.

Comcast

Call Center Supervisor/Manager-Sales

March 2003- June 2008

Lead a group of 15- 21 Sales Reps responsible for Inbound Sales

calls. Received many awards for having the top performing team in

unit and dollar sales. Maintained a top team for quality assurance

scores, productivity, and sales performance. Responsible for

implementing corporate initiatives, objectives and strategies at a

local level for direct team. Challenged individuals to succeed

with excellent verbal and written communication skills.

I motivated with demonstrated results to develop and execute

projects with minimal direction or supervision. I am a team player

with a proven track record of team building. I am able to use

people skills to maximize production and quality. I have lead teams

in Special Projects that I was appointed to handle. I conducted one

on one meetings monthly with all reps and coached on productivity,

hold times, and compliance from Resource Management and Aspect

Phone reports to ensure compliance. Was responsible for monitoring

each rep 4 times monthly and did one on one meetings weekly to

review calls together and coach to increase customer satisfaction

and first call resolution.

Used ASPECT phone reports to measure productivity and ensure

company metrics

Worked with HR generalists in hiring, screening, and acquiring new

sales representatives for our team.

Used SMART goals to evaluate employee performance.

Reports to: Manager of Inbound Sales

Direct Reports: 15-29 Sales Representatives

Call Center Supervisor-Customer Service and Billing

April 1999 - 2003

Lead, Managed, and Supervised up to twenty nine hourly employees

responsible for receiving customer service and sales calls.

Responsible for team development and ongoing training. I conduct

monthly and yearly reviews to ensure quality employee and team

performance. I provide ongoing recognition for exceptional employee

performance. Maintained a top team for quality assurance scores,

productivity, and sales performance. Provided support to all Call

Center teams to ensure maximum performance. Was responsible for

implementing corporate initiatives, objectives and strategies at a

local level for direct team

I consistently lead team in lowest absenteeism in the Call Center

by making it enjoyable for representatives to be at work. I led

teams in Special Projects that had me appointed Supervisor of our

Cleveland Call Center, ATT Digital Telephone Service and closing

out of our Chelmsford Call Center. I was consistently called upon

to be Lead Supervisor of Pilot Sales Team in both the Sales and

Billing phone queues.

MediaOne 1994 - 1999

Call Center Lead- Roseville,MN

1997- April 1999

Verified Statistical performance of team from previous day, Worked

with Supervisor to determine schedule for approving adjustments

daily, Verified statistical performance of team for month, Aced as

liaison between Call Center Representatives and our customers both

internal and external, I Led CCP' s from the Continental Call

Center to meet or exceed all goals and became Supervisor of the

first group of twenty-nine representatives to move into the new

facility at 10 RPP from the Continental Offices in downtown St Paul

Payment Center Representative -

1996-1997

Took payments from all our Customers

Batched all payments nightly

Built relationships between the Customer and MediaOne

Call Center Representative

Mar 1994-1996

Took calls from customers on all three shifts over my three year

period of time to ensure one

call resolution.

Sold all of our products and services to customers and was the

recipient of many awards, tips and

channel incentives

Brooke Industries

Sales and Marketing Fond du Lac, WI

Aug 1986-Mar 1993

Primary liaison for the property with our production customers

Worked with 71 Companies and 120 individuals within those

companies

Worked with production department on the scheduling of all

incoming and outgoing work

Worked with customers, helping to develop their products to the

required specifications.

Worked with company President doing all cost center projections

and budgeting for the Sales Department for the Board of Directors

Procured all State and Federal Contracts for the facility, 12

State and 3 Federal

Worked closely with State and Federal officials and procurement

agents to insure compliance with

regulations, specifications, and quality.

Participated in required amount of Staff Development and

Educational Training

Reported all activities as required to the Production and

Facilities Committee of the Board of Directors

Exceeded Sales Dept. budgeted goals six years in a row

EDUCATION

The College Of St Scholastica, Jan 2008-present, BA in

Organizational Behavior/minor in Business Management

anticipated graduation 4/2010

Jan 1990- June 1992 Marian College Fond du Lac, WI

Marketing

Sept 1988 - Jan 1990 Moraine Park Tech College Fond du Lac, WI

Marketing Courses

Graduated 1974 Goodrich Sr. High School Fond du Lac, WI

COMMUNITY INVOLVMENT-

Association of Commerce Presidents Club Fond du Lac, WI

Board of Directors-Big Brothers and Big Sisters

Kiwanianne Club

Celebration and Ticket Divisions Chairman-Fond du Lac

Sesquicentennial

National Association for the Severely Handicapped Compliance

Training-Government Contracting

Women in Cable and Telecommunications

OTHER INVOLVEMENT

Nominated for the Dan Aaron Leadership Award 2007

Speaker at the National Association of Rehabilitation Facilities

Washington, D.C

Conference Sites: Orlando, FL., Phoenix, AZ., and Lake Tahoe, NV

Recipient of the 1990 Research Award given by NISH

This award is given to a non-handicapped individual who has

contributed to the

creation of employment opportunities for persons with severe

disabilities. Presented

In Las Vegas at National Conference. I was the Workcenter

Representative to the Wisconsin State Use Board

Appointed by Gov Tommy Thompson-1989

REFERENCES AVAILABLE UPON REQUEST

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