Customer Service Sales
Resume:
Shelley Grant
Edmond, Oklahoma 73012
ablq4e@r.postjobfree.com
Objective
I am interested in a career that will utilize my management and
professional abilities, skills and education.
Professional Summary
A highly motivated Business Management professional, with proven skills
in human resources, resource management, problem solving, organizational
and operational management including scheduling administration. I am
highly capable, motivated, and comfortable working in a team environment
or as team lead to accomplish critical goals and maintain deadlines.
Awards/Honors/Certifications
. Cambridge Who's Who Among Executive and Professional Woman 2008/2009
. Greenbelt Certified 2005-Dell
. #1 Team-Canned Food Drive 2005-Dell
. Top Supervisor Feb 2004 and Jul 2004-AT&T Wireless
. Circle of Excellence Oct 2000-AT&T Wireless
Education
Associate of Arts & Sciences, May 1998
Richland Community College, Dallas, Texas
Bachelor's of Business Management, Jul 2002
University of Phoenix, Oklahoma City, Oklahoma
Graduated: Honors
Cumulative GPA: 3.83/4.0
Computer Skills
Platforms: Windows 98/2000/XP/Vista, Avaya Phone systems, 10 key by
touch, type 50 wpm
Software: Microsoft 2003/2007, Lotus Notes/Lotus Notes Lite, Center view
CMS, E-talk Super View, CBIS, Siebel, Atlas, Webmail, Microsoft Access
(Similar to SQL)
Shelley Grant Page 2
Relevant Experience
Customer Service/Sales Manager, April 2009- Present
Petra Industries, Edmond, Oklahoma
. Responsible for the daily operation of the sales and customer service
teams
. Work critical reports for daily sales statistics, hold reports,
discontinued reports, open order, and back order reports that impact
sales bottom dollar.
. Manage and track attendance and time off for both Sales and Customer
Service teams along with payroll.
. Track and coordinate all new account assignments to sales
representatives.
. Completed a training manual and power point for all new hires in both
Sales and Customer Service.
. Oversee Customer service team meetings, and Sales meetings.
. Responsible for a marketing task force of five agents that work with
current and past customers updating and gathering necessary
information on various accounts.
. Created and implemented checks and balance system in the customer
service department for additional projects and assignments.
Remote Customer Service Manager, February 2008- January 2009
BloomNet/1800Flowers, Oklahoma City, Oklahoma
. Responsible for the oversight and direction of the customer service
department and the premier customer service department.
. Successfully created a virtual customer service department.
. Formed a quality review process and implemented departmental metrics
to track results and trends.
. Introduced bonuses, recognition programs, and motivational contests
for agents to improve productivity, sales, and profits.
. Created and implemented Vitality training on soft skills for Customer
Service department to increase productivity.
. Responsible for implementation of Customer Service Feedback survey
with customers/florists for 360 degree review of agent performance.
. Produced a behavioral based interview process now being used by the
company ensuring the correct career fit for the individual and
company.
. Implemented higher business standards resulting in reduced times to
answer customer calls, reduced abandonment rates, and increased
department performance in two months.
. Improved abandonment rate from 26% to 4.8% in 4 months, by creating a
work load assignment process for department.
. Managed 12 to 36 employees in addition to managing over 1200 florists
nationally
. Executed a resource scheduling process based on forecasted business
from past statistics.
Shelley Grant Page 3
Technical Support/Helpdesk Supervisor, December 2006 - February 2008
Hertz, Oklahoma City, Oklahoma
. Oversaw the motivational programs for the department.
. Accountable for mentoring and coaching agents to meet business goals.
. Shaped and organized the process to work tickets for dispatch of HP,
IBM, Micro-Com, Censite and other manufacturers to locations to
replace or repair equipment.
. Monitor and correct scheduling conflicts of staff.
. Directed quality review process for department.
. Responsible for procedural reporting process for all severity one
technical/IT outages.
. Managed 30 to 45 employees in addition to working with other
departments to create departmental improvements for filing trouble
tickets.
. Mentor agents to increase performance, productivity and customer
satisfaction.
Live Voice Response Manager, October 2004 - August 2006
Dell, Oklahoma City, Oklahoma
. Lead creation of all training materials for department.
. Built department and developed department metrics, goals, policies and
procedures.
. Successfully led the motivational team from Oct 2004 to Feb 2005.
. Developed and maintained the Manger Toolbox; an online web tool for
the management team
. Created and implemented standardized forms for documentation of all
aspects of department.
. Managed 28 to 50 employees on my specific team and up to 175 with in
the department.
. Constructed and maintained employee database called Epicenter for the
department.
. Successfully led Mercury pilot team and rollout to the department,
served as point of contact for Oklahoma City site.
. Gathered, wrote, and dispersed training tips for the organization
resulting in improved metrics.
. Teamed with staffing department to standardize and update the
interview process; and an informational package resulting in better
candidate selection.
Shelley Grant Page 4
Customer Service Supervisor, November 2000 - October 2004
AT&T Wireless, Oklahoma City, Oklahoma
. Utilized development plans with employees to improve company and
individual metrics.
. Managed 12 to 28 employees on my assigned team.
. Provided informative meetings to update staff of changes to company
policy and procedures.
. Provided hands on training and mentoring to staff regarding day to day
functions of the customer service position.
. Developed National standardization of documentation process for
company.
. Created and directed motivational team for customer service
department.
. Implemented mentor program for both agents and management team.
Customer Loyalty Representative, June 1998 - November 2000
AT&T Wireless, Oklahoma City, Oklahoma
. Responsible for taking incoming calls from both customers and Customer
Care Representatives regarding the closure of customer accounts.
. Resolved issues to regain customer's loyalty.
. Asked to work resolution queue as mentor to new agents.
. 'Red Hat' for both Customer Loyalty and Customer Care when any new
initiatives rolled out.
Customer Care Representative, July 1996 - June 1998
AT&T Wireless, Dallas, Texas
. Accountable for all Customer service duties, and meeting maintaining
company metrics.
. Created training initiative for new hires.
Assistant Supervisor/Customer Service Representative, November 1994 -
July 1996
National Rx Services, Irving, Texas
. Responsible for all Customer service duties.
. Updated training program for all representatives.
. Directed project of soft collections that grew into a new Accounts
Receivable Group.
. Accountable for answering incoming calls and questions about mail
order prescriptions, explain different insurance programs and
restrictions to customers, problem resolution for billing issues,
shipment issues, and coverage issues, mentor for new employees..
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