Customer Service Sales

Jennifer Broome

**** ******* ** ********, ** **042

859-***-****

***********@*****.***

Manager of Call Center Quality Assurance and Customer Service

An educated and experienced manager who will improve call center

performance and customer service

Professional strengths:

. Excellent communication skills, both verbal and written

. Superior organizational and management skills

. Goal-oriented and ability to handle multiple tasks

. Ability to type 80 words per minute accurately

. Excellent phone etiquette and interpersonal skills

. Strong analytical skills

. Proficient in Microsoft Outlook, Word, PowerPoint, Excel, and the

internet

Experience & Achievements:

Manager of Call Center Compliance, Vianda, LLC - January 2006 to January

2010

. Developed and managed all departmental policies and procedures,

scheduling, work assignments, roles and responsibilities of all

Compliance agents and team leaders

. Recruited, interviewed and thoroughly trained Compliance employees

. Created a comprehensive training curriculum for new Compliance agents,

including a step-wise reference guide for reviewing calls thoroughly

and accurately

. Trained and mentored Compliance Counselors in excellent coaching

techniques, resulting in greater efficiency and effective results

. Designed a detailed scorecard for use in reviewing calls

. Developed detailed reports with analysis of results

. Arranged weekly calibration meetings with Compliance staff to assure

understanding and improve communication

. Compiled, analyzed and managed Compliance agent production and

performance

. Designed and implemented incentive programs for Compliance agents

. Developed criteria by which to review calls through knowledge of

business policies and regulations

. Regularly introduced new criteria into call center policy to improve

customer service and sales

. Led weekly meetings with senior management to provide feedback on

agent performance, provide suggestions for improving sales and

customer service, and to report all observations made through customer

account research, and reviewing phone calls

. Authored scripts for call center departments, including sales and

customer service

. Responsible for editing final approval of call scripting for adherence

to Compliance regulations and company best practices

. Developed and taught a detailed Compliance training seminar as part of

call center agent new-hire classes

. Introduced and taught refresher training classes to small groups of

call center agents

. Handled communication with 3rd-party outsourced call centers

. Managed compliance of 3rd-party offers and interacted with their key

management

Call Center Compliance Supervisor, Vianda, LLC - July 2005 to January 2006

. Managed staff schedules

. Compiled call review data for reporting to call center management

. Developed system and procedures for tracking call center agents

issues, dates of counseling, and disciplinary process

. Responsible for Compliance agent time tracking for payroll

. Hosted regular meetings with Sales, Customer Care and HR management to

ensure mutual understanding of policies and knowledge of agent trends

Call Center HR/Compliance Counselor, Vianda, LLC - December 2004 to July

2005

. Coached and Counseled Sales and Customer Service agents greatly

improving agent understanding, dramatically increasing overall

compliance and drastically reducing customer complaint calls

. Developed and implemented a step-wise disciplinary process

. Worked closely with Human Resources

. Terminated call center employees as necessary

Call Center Compliance Quality Analyst and Administrator of Regulatory

Agency Correspondence, Vianda, LLC - August 2004 to December 2004

. Reviewed calls

. Corrected data entry errors

. Successfully resolved regulatory agency inquiries and handled

telephone and written correspondence with customers and agencies

Education, Honors and Awards:

Graduate Study - University of Cincinnati; GPA 3.8

Bachelor of Music degree, cum laude - California State University, Long

Beach

Golden Key National Honor Society

Pi Kappa Lambda Honor Society

Phi Kappa Phi Honor Society

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