Customer Service Sales

**** **** ****** *** *. Apt ***

Memphis, TN *****-3737

901-***-**** (home)

901-***-**** (cell)

901-***-**** (msg)

ablh4z@r.postjobfree.com

Katictrice L.Barnes

Objective: To obtain a Call Center leadership position.

EXPERIENCE

09/2007-09/2010 CDG Industries

Memphis, TN

Client Services Manager and Administrator

. Received phone calls, determined the nature of the calls and directed

callers to the appropriate department.

. Successfully arranged appointments between clients and employees.

. Responsible for typing memos, reports and other correspondence.

. Strong work ethic and superior interpersonal, customer service and

communication skills.

. Excellent time management skills that allow for the multi-tasking of

all responsibilities.

07/2007-present Prepaid Legal Services

Memphis, TN

Independent Sales Associate (Director)

. Top organizational producer legal insurance

. Seek out team building opportunities

. Skilled negotiator and strategist

. Train sales team on targeted client base development

. Aggressively make cold and warm calls

. Skilled at anticipating and resolving problems, appropriately

exercising independent judgment.

06/2004-05/2008 Carrier

Memphis, TN

Customer Service Associate

. Initiate orders by answering inbound calls

. Assist with inventory and planner responsibilities

. Maintained and follow up on all open orders

. Serve as a liaison between customers and the company

. Coordinated multiple projects and priorities

. Orchestrated team meetings and conference calls

. Accepted assignments with open team oriented attitude

02/2004-06/2004 Service Master

Memphis, TN

Workforce Management-Schedule Coordinator

. Increased the company productivity by 20% in 6 months by using

accurate forecasting to create optimized schedules for sales-customer

service specialists.

. Volume metric reporting - prepare, analyze and present multiple

reports for the management and executive teams regarding call center

work loads, call volumes and staffing needs.

. Collect and statically analyze historical data to identify

relationships and forecast trends.

. Responsible for meeting call centers goals: productivity, abandon

rate, service level. .

1/1999-02/2004 ServiceMaster Memphis, TN

Supervisor

Manger a team of contact center professionals

. Drive key performance metrics to achieve company goals

. Motivate, coach and mentor staff.

. Act as liaison between Field, Customers, Call Center Management and

Branches to determine status of pending sales/service and follow-up actions

needed.

. Maintain detailed record keeping and follow through of sales/service

until completion.

. Generate various daily production and activity reports.

. Evaluating team's performance and enforcing progressive discipline.

. Motivate personnel through multiple means.

. Report on sales center key performance metrics

. Trained new hires

. Coordinated with Quality Assurance and Workforce Management

. Coached and Mentor Center Professionals

. Developed Team Leaders

. Schedule staffing to meet all business needs

Education: B.A.degree in Organizational Management

Christian Brothers University

Skills: Microsoft, Outlook, Internet, Centre Vu, TotalView, Excel, Access,

PowerPoint

Contact this candidate