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

Toney, Al. *****

Phone 256-***-****

Donna Balabon

Objective To work with a company with long term potential.

Work History 11/03/2004- Now DIRECTV, Inc. Huntsville, Al

Team Lead January 29th, 2005

Processing and creating daily reports and giving feedback to the

customer service representatives.

Listening and Evaluating calls each month to determine customer satisfaction and

business needs met.

Processing reports and educating agents about their statistics for a business and CSR

usage.

Holding team meetings for further education and giving advice on how to handle their

calls and stats.

Performing Customer Service developments on a weekly basis to keep them informed

of where their progress and working with agents to help them make improvements on

meeting their individual goals as well as company goals.

Processing data and getting information to give to corporate to help them with reports.

Real time observation of calls to make sure Customer Satisfaction is met and High

Five process is met.

Promoting High Five program which basically focuses on Tone of voice, Avoid dead

air, and being the customers advocate, Building report with the customer. This

program is designed to help agents better use their skills to insure the best customer

care possible.

Taking live calls for an hour a week to make sure we don’t forget how to do it.

Monthly reviews to educate about the improvements that have been made and that

need to be corrected.

Yearly and monthly reviews for each team member and giving feedback on this.

Assisting customer service representatives with following Directv business needs and

practices. Advanced customer service when agents are experiencing unique

circumstances to meet the requirements of their individual goals and company needs.

Updating Employee Database on a daily, weekly, and monthly basis with all

information given to the employee.

Performing Sales Huddles so that everyone has the same information and we can all

talk about what is or is not going on, on the call center floor.

Quality Assurance Advisor

Evaluating calls to make sure that everyone is calibrated and customers are getting

good service.

Providing education and feedback to the CSR’s while they are in training and on the

floor.

Conferring with and educating the supervisors and CSR’s on the floor about Quality

standards.

08/02/2000 – 11/03/2004 West, Inc. (Directv) Huntsville, Al.

Performance Assessment Specialist

Evaluating calls to make sure that everyone is calibrated and using good quality skills.

Providing the daily paper work for evaluations done.

Keeping up with files for the CSR’s.

Calibrating and educating CSR’s on Quality assurance standards.

Performing training and educating them on the proper ways to take calls.

08/16/1999 – 08/12/2000 Sears Roebucks Huntsville, Al.

Merchandise Handler

Unloading truck in the stockroom.

Taking merchandise to the floor and replenishing the stock.

Keeping the stock room clean and orderly.

Performing inventory and ordering of product that are out of stock or need to be

replenished to maintain stock.

06/19/1999 – 08/16/1999 Frito-Lays, Inc Fayetteville, Tn.

Packer

Packed bags of potato chips in boxes and stacked them on pallet boards.

Cleaned conveyor belts between changes in flavors.

Created schedules for the shift each day.

Created Period Production Report at the end of the night shift.

08/04/1998 – 07/20/1999 Cinram Huntsville, Al.

Screen Print Technician

Running a machine with 5 painting heads to paint the tops of CD’s.

Check for imperfections on each CD.

Maintaining the file room to help mix paint and store files.

Working in the production area, packaging and getting CDs ready to be shipped.

Clean up and paper work at the end of the shift.

Education 08/02/1982 – 10/23/1982

Worth Community College Worth, Ill.

Photography

Basics in learning Photography.

Awards received Perfect attendance for 7 years at Goldkist.

Ten year award from Goldkist.

Quality assurance team member of the Month for Feb, 2003

Best of Team for June, 2006

Went to Lake City, Florida to help another call center open up.

Certificate of Compassion from my peers.

Perfect attendance for 8 years at Directv.

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