Debbie Recotta

***** ******* *****

Corona, CA **879

951-***-****

951-***-****

abjrhp@r.postjobfree.com

Detailed-oriented resourceful Call Center Specialist with 10 years

experience in a high volume inbound call center with Clerical, Data Entry

and Administrative Support background. Self starter with proven problem-

solving and organizational skills are major strengths. I have been

recognized by company leadership as a hard worker and dedicated employee

who works well independently and as part of a team. Have the ability to

work in a fast-paced environment.

Work Experience

Allstate Insurance Company

Workforce Associate Specialist - (1998- 2009)

. Handle customer service calls

. Update and document customer's policies

. Maintain associate files/ coordinate filing system

. Process and maintain all staff time off schedules

. Monitor adherence to maintain and achieve service level

. Provide staffing and scheduling analysis to call center management

. Monitor associates for quality assurance

. Forecast call volume weekly / address phone coverage issues

. Maintain data in eWorkforce Management and Avaya CMS

. Implement real time adjustments as needed

. Schedule all off phone activities / meetings / training

. Process employee time off requests / timekeeping

. Training

Other Experience

. Customer Service Representative (Insurance and Credit Card Services)

. Auto Endorsement Processor

. New Business Examiner / Underwriter

Technical Skills

Working knowledge of Microsoft Word, Excel, Outlook, Aspect eWorkforce

Management and Aspect Real Time Adherence

Accomplishments

. Implemented a 2-tier call flow process resulting in better customer

service

. Created and implemented a Core Room which maximized processes and

coverage

. Achieved all company quality and service level goals

Professional Development / Education

. Company-Sponsored Training: Ethics and Integrity, Diversity in the

Workplace, Workplace and Crisis Management, Ethical Awareness and

Decision Making, Know your Security, Information Technology Usage, and

Raving Fans

. Some College

. High School Graduate

. Perfect Attendance 8 consecutive years

.

Contact this candidate