Sales Customer

Carmen L. Elliott

*** ******* ***** **. ( Columbia, SC 29229 ( Phone: 803-***-****

( ************@*****.***

HIGHLIGHTS OF QUALIFICATIONS

. 19+years customer contact center management experience

. Proficient with MS Word, Excel and PowerPoint

. Thorough understanding of contact center Key Performance Metrics

. Excellent time management and organizational skills

. Specialization in coaching, motivating and developing a team of

individuals.

. Expert in dealing with difficult situations with internal and external

customers

. Budget and P&L experience

. Proven ability to coordinate call center productivity and performance of

100+ agents

. Project Management

EXPERIENCE

customer service Call Center manager

04/2008 - 9/23/10

COX COMMUNICATIONS - GAINESVILLE, FL

. Manage the customer care and call center operations to ensure that both

short and long term operation objectives, financial goals and KPI's are

met.

. Manage the account services, technical support, and quality assurance

call center teams.

. Provide guidance and direction to staff including hiring, disciplinary

action, staff development, goal formulation and performance review.

. Assist with the development and implementation of the COX Business

Continuity Plan.

. Ensure that each customer interaction receives a quality experience and

that the COX standards of excellence are

maintained.

. Manage in sourcing and outsourcing relationships and associated call

volume forecasts.

. Staffing, payroll and overtime responsibilities as it relates to call

center budget.

. Drive transaction reductions by analyzing call volume, call drivers and

M&P's.

. Develop and manage variable comp plans for direct reports and their

teams.

. Manage KANA email correspondence daily.

. Develop a team environment that is conducive to employee development and

continued achievement of goals.

. Make and implement changes to improve overall service efficiencies.

. Ensure that needs are identified for new call center technology.

. Provide direction and guidance in the launch of new programs to assure

adequate training and development

of personnel to ensure optimal performance of individuals.

. Coordinate with various operating units within COX to ensure the

maximization of profit potential, cost reduction and the provision of

excellent service and sales.

. Manage, develop and implement online tools and training for technical

support staff.

. Monitor, track and report call center statistics and activities.

. Oversee, manage, and modify operational processes including: call center

areas, ticket management, installation process management, and customer

care.

. Provide oversight project management for deployment of services and

products. Includes schedule and action item management and oversight and

coordination of milestones and activities.

. Develop and manage the annual operations plan and associated forecasts

and budgets.

DIRECTOR OF OPERATIONS

1999 - 2007

Time Warner Cable - Columbia, SC

. Directed system activities in the following areas: system operations,

maintenance, accounting functions, human resources, auditing, purchasing,

inventory control, construction and customer service.

. Provided escalation interface to Time Warner Cable Global Network

Operations Center.

. Developed project plans, managed technical and business requirements

analysis, developed and tracked schedules and resources. Provided status

and project reporting.

. Managed and communicated service interruption issues to technical staff.

. Served as operations point of contact for pre and post launch activities

in support of MISP's and Digital Phone.

. Managed and lead overall High Speed Data customer care functions.

Included issue ticketing, technical call center operations and business

class customer issue management.

. Managed, developed and implemented online tools and training for

technical support staff.

. Oversaw billing systems issues and provided billing system support for

new ISPs, digital phone and all new product implementation.

. Monitored, tracked and reported call center statistics and activities.

. Oversaw, managed, and modified operational processes including: call

center areas, ticket management, installation process management, and

customer care.

. Provided operations and customer support for Road Runner Business Class.

Included installation process

management, customer care, and post installation technical

support/escalation.

. Provided oversight project management for deployment of services and

products. Included schedule and action item management and oversight and

coordination of milestones and activities.

. Provided guidance and direction to staff including hiring, disciplinary

action, staff development, goal formulation and performance review.

. Developed and managed the annual operations plan and associated forecasts

and budgets.

. Served as Project Lead, Subject Matter Expert, and/or Department liaison

for new product rollouts, marketing efforts, and training programs.

CUSTOMER SALES AND SERVICE MANAGER

1997 - 1999

Time Warner Cable - Columbia, SC

. Interviewed and hired all Customer Sales & Service Representatives.

. Facilitated departmental training programs ensuring effective use of

sales and communication skills and ensuring consistency of information.

. Developed and implemented employee motivational programs.

. Adhered to the processing, retention, and compliance of Time Warner Cable

departmental administrative forms and records as prescribed

. Provided daily/weekly telephone statistics, analyzing activity and

statistical data, and managed department to ensure budgetary telephone

response time goals were met and provided results to management.

. Monitored CSSR phone interaction as a tool to ensure the application of

sales skill usage; quality customer care and to assess training needs

achieved budgetary sales and retention goals.

. Forecasted impact of system and departmental activity to increase

customer satisfaction and decrease customer dissatisfaction.

. Accessed customer accounts, keyed information, input work orders and

adjustments accurately as required by the billing system

. Responded to customer inquiries on our products while at the same

educating our customers and promoting current marketing campaigns and

promotions.

. Handled escalated customer calls regarding billing, technical issues and

other problems, providing complete customer satisfaction.

CUSTOMER SALES AND SERVICE MANAGER

1996 - 1997

Time Warner Cable - Durham, NC

. Followed Time Warner Cable procedures and guidelines as stated in the EEO

policy of recruiting, interviewing and hiring all CSSR's (Customer Sales

& Service Representatives).

. Facilitated departmental training programs (CSS techniques, office

procedures, computer training, etc.) ensuring effective use of sales and

communication skills and ensuring consistency of information.

. Developed and implemented employee motivational programs.

. Adhered to the processing, retention, and compliance of Time Warner Cable

departmental administrative forms and records as prescribed

. Provided daily/weekly telephone statistics, analyzing activity and

statistical data, and manages department to ensure budgetary telephone

response time goals are met and provides results to management.

. Monitored CSSR phone interaction as a tool to ensure the application of

sales skill usage; quality customer care and to assess training needs.

. Achieved budgetary sales and retention goals.

. Forecasted impacts of system and departmental activity to increase

customer satisfaction and decrease customer dissatisfaction.

. Facilitated promotional briefings to all departments in the absence of a

marketing department.

. Accessed customer accounts, keyed information, input work orders and

adjustments accurately as required by the billing

system.

. Responded to customer inquiries on our products while at the same

educating our customers and promoting current marketing campaigns and

promotions.

. Handled escalated customer calls regarding billing, technical issues and

other problems, providing complete customer satisfaction.

CALL CENTER MANAGER

1993 - 1996

Time Warner Cable - Lake City, FL

. Followed Time Warner Cable procedures and guidelines as stated in the EEO

policy of recruiting, interviewing and hiring all CSSR's (Customer Sales

& Service Representatives).

. Facilitated departmental training programs (CSS techniques, office

procedures, computer training, etc.) ensuring effective use of sales and

communication skills and ensuring consistency of information.

. Developed and implemented employee motivational programs.

. Adhered to the processing, retention, and compliance of Time Warner Cable

departmental administrative forms and records as prescribed

. Provided daily/weekly telephone statistics, analyzing activity and

statistical data, and manages department to ensure budgetary telephone

response time goals are met and provides results to management.

. Monitored CSSR phone interaction as a tool to ensure the application of

sales skill usage; quality customer care and to assess training needs.

. Achieved budgetary sales and retention goals.

. Forecasted impacts of system and departmental activity to increase

customer satisfaction and decrease customer dissatisfaction.

. Facilitated promotional briefings to all departments in the absence of a

marketing department.

. Accessed customer accounts, keyed information, input work orders and

adjustments accurately as required by the billing

system.

. Respond to customer inquiries on our products while at the same educating

our customers and promoting current marketing campaigns and promotions.

. May handle escalated customer calls regarding billing, technical issues

and other problems, providing complete customer satisfaction.

. Maintains service level goals by providing floor coverage, answering

supervisor calls, and delegation of departmental work.

. Serves as Project Lead, Subject Matter Expert, and/or Department liaison

for new product rollouts, marketing efforts, and training programs.

. Aids in development of Customer Services Representatives by providing

coaching, monitoring, and training sessions.

. Responded to customer inquiries on our products while at the same

educating our customers and promoting current marketing campaigns and

promotions.

CALL CENTER SUPERVISOR

1991 - 1993

Time Warner Cable - Oswego, NY

. Followed Time Warner Cable procedures and guidelines as stated in the EEO

policy of recruiting, interviewing and hiring all CSSR's (Customer Sales

& Service Representatives).

. Facilitated departmental training programs (CSS techniques, office

procedures, computer training, etc.) ensuring effective use of sales and

communication skills and ensuring consistency of information.

. Developed and implemented employee motivational programs.

. Adhered to the processing, retention, and compliance of Time Warner Cable

departmental administrative forms and records as prescribed

. Provided daily/weekly telephone statistics, analyzing activity and

statistical data, and manages department to ensure budgetary telephone

response time goals are met and provides results to management.

. Monitored CSSR phone interaction as a tool to ensure the application of

sales skill usage; quality customer care and to assess training needs.

. Achieved budgetary sales and retention goals.

. Forecasted impacts of system and departmental activity to increase

customer satisfaction and decrease customer dissatisfaction.

. Facilitated promotional briefings to all departments in the absence of a

marketing department.

. Accessed customer accounts, keyed information, input work orders and

adjustments accurately as required by the billing

system.

. Responded to customer inquiries on our products while at the same

educating our customers and promoting current marketing campaigns and

promotions.

. Handled escalated customer calls regarding billing, technical issues and

other problems, providing complete customer satisfaction.

. Assisted with monitoring/analyzing sales performance, sales productivity,

sales quality and optimization of customer satisfaction for my team.

. Maintained service level goals by providing floor coverage, answering

supervisor calls, and delegation of departmental work.

. Served as Project Lead, Subject Matter Expert, and/or Department liaison

for new product rollouts, marketing efforts, and training programs.

. Assisted with monitoring/analyzing sales performance, sales productivity,

sales quality and optimization of customer satisfaction for my team.

AUTO LINE AND ADVERTISING REVIEW MANAGER

1989 to 1991

Better Business Bureau - Norfolk,VA

. Provided daily, weekly and monthly reports to Council of Better Business

Bureau

. Recruited and trained all arbitrators

. Supervised, hired, trained and discipline staff

. Oversaw all hearings and test drives to ensure that all guidelines and

procedures were adhered to

. Continuously monitored all local advertising media to ensure advertisers

were in compliance with BBB code of advertising

. Conducted BBB Advertising Review Committee and facilitated all local

hearings

EDUCATION

1982 - 1984 Cayuga County Community College Auburn, NY

Accounting

2002 University of South Carolina

Columbia, SC

Mid-Management Program (24 month program completed in 12 months)

2004 UCLA

Los Angeles, CA

Executive Leadership Program - UCLA Anderson School of Mgt.

2005 Right Management Consultants

Essentials of Management (6 month leadership program)

COMMUNITY ACTIVITIES

2008 United Way Community Involvement Engagement Program

2007 President NAMIC - North/South Carolina

Board of Directors - Lake City, FL Chamber of Commerce

March of Dimes and United Way Committees

Education, Leadership and Public Relations Committee (Chamber of

Commerce)

Altrusa International

Co-Chair of the Altrusa International Community Service Committee

Chairperson, Leadership Lake City

Contact this candidate