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Christopher M Bailey

*** ** ****

Norman OK, 73071

405-***-**** [pic]

SKILLS Computer Hardware/Software repair expert with full

SUMMARY qualifications and over Trained in all applications

SUMMARY associated with the Microsoft Office suite of

applications as well as comparable software in a

Macintosh environment. Experience training students

to use new and unfamiliar applications and systems in

which they have no prior experience. 8 years

experience in customer service related environments (5

years call center, 3 years retail).

EDUCATION National Diploma in Software Engineering (Norwich City

College, 2002)

WORK EXPERIENCE

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Customer Service Executive - Anglia Auto Trader. Norwich, England.

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. Responsible for sale of advertising space and scheduling of

photographer appointments.

. Took responsibility for training 12-person department during

changeover from MS-DOS based system to Apple Macintosh based system

on top of regular duties.

. Took role of supervisor for a team of outbound telesales

representatives during weekend shifts.

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Technician - CompUSA. 4001 California Ave, Bakersfield CA 93309. (661)

322-2122

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. Responsible for repair of customer's computer and electronic based

equipment as well as refurbishment of returned merchandise.

. Assisted in training multiple new employees in the use of the Siebel

data storage system.

. Took responsibility for learning to repair Apple computers after the

store lost the only Apple qualified technician.

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Account Supervisor - Sitel. 2701 Technology Pl, Norman OK 73072. (405)

307-6500

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. Took position as Account Supervisor after 10 months. During tenure as

Inbound Advisor, took responsibility for running current team together

with manager. Responsibilities included arranging for current

statistics to be delivered to team members, general supervisory duties

and managing team games and other performance incentives.

. Often performed "peering" duties, which involves floor walking to

answer questions from other advisors.

. Assisted in a mentor capacity training new employees in all job

aspects.

. "Employee of the Month" for supervisory department March 2007

. Lead department in number of calls taken after implementation of new

call procedures for deceased account holders, indicating fast

adaptation and understanding of new processes/procedures.

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Coach - Sitel. 2701 Technology Pl, Norman OK 73072. 405-***-****

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. Took position as coach of Customer Care Unit (supervisory) team. Key

responsibilities include providing instant improvement coaching to

advisors, maintaining team performance in a variety of metrics such as

Average Handle Time, Schedule Adherence and Fee Compliance, regular

conference calls and report generation.

. "Team of the Month" winner numerous times.

. Lead team to consistent high placing in all metrics against teams in

the same position within other sites.

. Took responsibility for creating monthly "Suggestion Box" newsletter,

in which questions, complaints and suggestions provided by employees

were responded to in a publication both physically distributed and e-

mailed.

. Responsible for returning calls to customers with advanced escalation

issues within a timely manner.

. Conducted frequent training sessions to update advisors on changing

policies within the client as well as the Credit Card industry as a

whole.

. Won award for Customer Satisfaction in the month of December 2008.

. Created various Microsoft Excel spreadsheets for use at team,

department and site levels.

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Process Improvement Program Manager - Sitel. 2701 Technology Pl, Norman OK

73072. 405-***-****

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. Responsible for Lean/Six Sigma projects that eliminate re-work,

provide cost savings, increase revenues and increase

client/customer satisfaction within the site.

. Required to:

o Identify, track and manage project tasks and resolve project

issues

o Proactively disseminate project information/reporting to all

stakeholders

o Meet all project goals (Quality, Delivery and Cost)

o Ensure that the overall project solution is of acceptable

quality

o Proactively manage scope to ensure that only what was agreed

to is delivered, unless changes are approved through scope

management procedures

o Define and collect metrics to give a sense for how the

project is progressing and whether the deliverables produced

are acceptable

o Manage the overall work plan to ensure work is assigned and

completed on time and within budget

. Key successes:

o Increased agent retention from 20% to 27%

o Increased agent sales conversion rate from 25% to over 40%

consistently

Contact this candidate