Brenda J. White
**** ******** ****** 520-***-**** Mobile
Las Vegas, NV 89122 ************@***.***
OBJECTIVE
To contribute strong management skills, sales and customer service
experience to your organization as Call Center Associate.
QUALIFICATIONS
. Comprehensive 25+ years of public contact and consumer relations, 18
years in Sales/Service, 15 years of Management experience, 11 years in
Call Center Environment, 7 years Recruiting/Interviewing/Hiring
applicants, 11 years Collections-Accounts Payable and Accounts
Receivables, 13 years Payroll, 5 years Major Airline Carrier and 8
months Core Trainer experience.
. MS Word, Excel, Power Point, Outlook, Kronos Payroll, AS 400, People
Soft, Learning Management System, System 1 - Airline Ticketing System,
Customer Management System, Total Systems, Lotus notes, Lotus 1-2-3,
Access, Advisor, RTA, Etalk, Avaya, Nextel and Meridian phone systems.
Typing 45 wpm and ten key by touch.
. Flexible, approachable, able to think outside the box, highly capable
in motivating and developing team members; a diverse background
working with internal and external customers.
PROFESSIONAL EXPERIENCE
CITIGROUP
TUCSON, AZ
COLLECTOR III
DECEMBER 10 - MARCH 11
. Contacted clients to secure payments and/or setup payment arrangements
on consumer accounts on outbound dialer at 5.5 contacts per hr against
goal of 5.0 per hr.
. Work with clients on a one on one basis to understand their current
financial situation and provide options that will would assist the
clients in bringing their consumer accounts current.
. Calls were on an Outbound Dialer, achieved above dollars collected for
the program for January and February 2011.
COLLECTION UNIT MANAGER SR.
NOVEMBER 09 - NOVEMBER 10
. Coach a team of 17-25 associates that used both Inbound/Outbound
dialers to contact clients to secure payment and/or setup payment
programs for accounts that are 31- 120 days delinquent.
. Developed Monthly Incentive Contests to drive associates results in
Sales, Average Handle Time and Quality for my team and competitions
with other peer groups in the same program.
. Team received Rock Star Status based on team performance for dollars
collected for January, February and March 2010 out of 4 teams. The
Tucson program was very successful with our business results, that the
Tucson was able to bring in two new businesses to the site.
. Received Star Player Award for performance excellence January and
August 2010.
. Process team's Attendance, Payroll, Vacation Request against
Forecasted calls for the program, Corrective Counseling and Action
Plans as needed.
. Assisted Training Department in cross training associates to the new
programs and supported new teams to the floor with questions,
escalated calls or management needed requests.
CONVERGYS
TUCSON, AZ
CORE TRAINER
SEPTEMBER 08 - OCTOBER 09
. Combine Training and Operation background to improve the students'
performance in the 1st 30 days on the production floor by setting
expectations and goals for AHT, AHD and Quality during training.
. When not in class stayed current with the product knowledge for each
program by taking live calls, attending team meetings, completing side
by side observations with associates and monitor/deliver quality
monitors to associates and their mangers.
. Complete all daily administrative deliverables to include Attendance,
Payroll and Counseling for behavioral or attendance issues.
. Major contributor to changes in training program by including student
y-jacking, role playing and demonstrating skills with students to help
building confidence in the program. Provide feedback during
conference calls on Action Plans for AHT and Quality, update on
Continued Education training for the program and Calibration calls
with the client.
. Developed the training drive online, which all trainers and Training
Development Manager's could assess that included the training
material, job aids, up training material, daily-weekly-monthly
deliverables. This made the training available in all classrooms and
one local area to go for the programs deliverables to increase
organization and productive of the training team.
. Won Tucson's Site Trainer for May 2009. I was point of contact for
the Philippines training team with a new project by providing
resources and answering questions thru IM's that allowed immediate
feedback in their classroom environment.
SEARS HOLDING CORP TUCSON, AZ
TEAM MANAGER MARCH 07 - AUGUST 08
. For first 60 days with the company, monitored all associates in the
Dot.com business and improved the quality of the customer experience
by implementing a call flow for associates to follow. This process
helped to decrease AHT, improved Sales, improved the overall customer
call experience and Quality. Mentor peers on the project regarding
Quality, Sales and AHT by listening to calls, providing feedback to
the associates, team members and center manager on the customer's call
experience.
. Monitor and coach 22 agents on the client's website, to assist
customers with the online purchase and order status for delivery. Use
feedback to work one on one with agents to gain understanding of the
KPI's and set up follow up meetings to review calls and reports to
gauge performance.
. Effective in training customer sales personnel in achieving top
monthly sales for the department. The last 8 months my team's monthly
sales average is $605,920.70. Used Incentive Sales Contests on a
monthly basis and enlisted the team members to create, develop and
keep up on the contest to develop them in the goals to be promoted in
the business. Three team members were promoted, two promoted to Team
Managers and 1 in Workforce management.
. Conduct team meetings and incentive programs to drive results in
Sales, AHT and Quality. Team ranked #1 in the Dot Com business 8 out
of 10 months in the Tucson Call Center. Process team's Attendance,
Payroll and Corrective Action Plans as needed.
. Team Manager of the year for 2007 for the Sears.com Program for the
site.
. Created and produced a flyer called "Hot News Updates" for my team.
Was asked to send it out to as a communication update to include 3
other sites. Major contributor in trouble shooting website issues or
directing customer concerns to the correct departments to improve the
website or items delivered to customers.
AFNI, Inc. TUCSON, AZ
PROJECT LEAD JULY 04 - JANUARY 07
. Coach and motivate a team of 8-10 Project Coaches to achieve company
operational functions and individual/team goal attainment for 150+
associates.
. Coordinate and monitor team's daily workflow to ensure all operational
functions are performed efficiently and in a timely manner in order to
meet quality and performance objectives with client and operational
standards. Improved the quality of the Project Coaches delivery with
their associates by doing side by side's with the agent and the
Project Coach. Provided 1:1 with the Coach with the feedback of the
coaching session on the floor, improved quality with the teams as
associates received feedback weekly and coaches were able to develop
creative coaching styles to add to their sessions.
. Established a team of associates to take escalated calls to reduce the
Average Handle Time in the program; increasing the amount of calls the
associates could take in the day by releasing the calls to senior
agents to resolve customer issues/complaints for First Call
Resolution. This process was adapted in other sites working the same
program. The Coaches received monthly reports of those associates on
the team that needed extra training on handling escalated call or
other training needs as their calls and resolution were recorded by
the senior associates.
. Program generated an average of $500,000 in positive revenue monthly,
was the top ranked program at the site and was recognized by the
Partnership Group as one of the Top Performers for the program.
PROJECT COACH AUGUST 03 - JULY 04
. Monitor and coach agents on the client's website, to assist customers
to register and navigate their accounts online. Proactive one-on-
one's to include the agent's stats and areas requiring development.
. Conduct team meetings to provide recurrent and Up training on the
floor.
. Develop my team to advance within the company with the understanding
of the expectations and professional demeanor by mentoring, coaching,
giving feedback, driving results and managing escalated calls.
. Provide Management with accurate information concerning the strengths
and weaknesses of agents.
. Process team's Attendance, Payroll, Vacation requests and Corrective
Action with Action Plans with the agents.
. Mentor new Project Coaches on the project with processes and
procedures for daily activities and job expectations.
. Promoted to Project Leader after 8 months of Top 3 teams on the
production floor in meeting KPI's and client goals.
PARK PLACE ENTERTAINMENT
LAS VEGAS, NV
FRONT DESK CLERK
MARCH 03 - MAY 03
. Check in hotel guests at the Front Desk, review room reservation, up
sell room accommodation ant take payments. Provide check out billing
for guests and review with the guest any charges or billing question
upon checkout.
. Provide information to guests about the property and amenities that
are available at the hotel/casino.
. Handle escalated issues that came to the Front Desk by working with
the guest and within company policies to resolve their compliant.
. Prepare cash turn-in sheet and balance posting at end of shift.
. Balance posting at the end of the shift.
WILLIAMS-SONOMA, INC.
LAS VEGAS, NV
CUST SALES/SUPPORT SUPERVISOR NOVEMBER 01 - SEPTEMBER 02
. Increase workflow in the Support Department to include accountability
and communications with the Support Team.
. Monitor recorded calls and provide feedback to the sales associates on
a weekly basis to set goals for improvement. Team scores were 1st or
2nd monthly in the call center overall monitor scores.
. Produce spreadsheets, telephones logs, as well as a team newsletter to
increase team knowledge on products, increase upsells productivity and
acknowledge associates achievements.
. Resolve associates issues with attendance, payroll, product knowledge,
provide one-on-one coaching to increase PC knowledge, counseling and
monthly evaluations of associates performance levels.
PROVIDIAN FINANCIAL CORPORATION
LAS VEGAS, NV
CUSTOMER SERVICE/SALES UNIT MANAGER
MAY 00 - FEB 01
. Recruit and Interview new hires to fill new credit card call center up
to 1200+ associates. May 00 to Nov 00
. Track interviews and job offers to new associates in the HR
department.
. Assist in employee training and development, motivating associates to
achieve/exceed monthly goals in Sales/Service environment.
. Monitor and coach associates to take inbound calls regarding clients'
credit card accounts. Provide feedback on recorded quality calls,
review processes and set goals thru feedback sessions with associates
to improved performance. Set up follow up dates for feedback on
associate's performance on weekly and monthly basis. Set up incentive
contests monthly for the team to improve performance and drive result
for the program.
. Process team's Attendance, Payroll, Vacation requests and Corrective
Action with Action Plans with the agents. Provide Management with
weekly and monthly Deliverables regarding team's Attendance and
Performance with Action Plan.
CANYON RANCH SPACLUB
LAS VEGAS, NV
PROGRAM COORDINATOR
SEPTEMBER 99 - MAY 00
. Greeted new guest's and provided tours and promotional packages on
body treatments, skin care, hair solon as well as health and wellness.
. At the Front Desk, checked in guests, set up appointments, up sell
package services to and receive payments for services rendered.
. Assisted in establishing successful structure for a new call center
for the SpaClub services.
AMERICA WEST AIRLINES
LAS VEGAS, NV
SSR/PAX PLANNER/FIELD STATON SUPERVISOR
OCTOBER 94 - APRIL 00
. Supervised Night Flight Operation of ticket counter, gates, and
cargo/ramp agents.
. Scheduled work shifts for employees and vacation relief.
. Mentor and assist in new hire training as well as complete
observations on employees for monthly progress reports.
. Resolved misconnected/volunteered passengers for flights. Make hotel
accommodations for passengers needing overnight stays with ground
transportation.
. Resolved escalated passenger complaints.
EDUCATION
Pima Community College, Tucson AZ 1981-1989 General Studies - 37 credit
hours
. AZ Certificate, Emergency Medical Technician 1981-1983
Thomas Nelson Community College, Hampton VA 1992 - 3 credit hours
Community College of Southern Nevada, Las Vegas NV 1993 - 3 credit hours
Rio Salado Community College, Phoenix AZ 1994 - 11 credit hours