Sales Customer Service

MICHELLE M. BLISS

*** ***** ***** ****, **** Falmouth, MA 02536

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

Experienced Operations Manager and Team Developer

PROFESSIONAL PROFILE

A Top-Producing and results focused Manager with a proven background in the areas of sales and

management.

Over 15 years’ experience increasing revenue and effectively leading and motivating cross-functional teams

for dynamic customer centric call centers. A “Change Master” capable of providing transitional leadership

necessary to motivate and transform teams with weak performance levels into models of success. Proven

communication skills (written, oral, listening, and presentation) able to achieve results others believed to be

impossible.

CORE COMPETENCIES

Troubleshooting Strategic Planning / Process Improvement Problem

Resolution

Competitive Sales Analysis Organizational Development

Training/Development

P& L Responsibility Cost Reduction & Profit Growth Consultative

Sales

Relationship Management Team Performance Optimization Project

Management

Operations Management Labor Relations Corporate

Reporting

SUMMARY OF QUALIFICATIONS

4 Leadership – Provided oversight and management for the operation of a Mega-Call center

with 1,000 employees responsible for responding to more than 40,000 – 50,000 customer

calls per day.

5 Budget Management and Cost Reductions – Managed a $10.85 million dollar budget –

secured more than $468,000 in annual savings through budget adjustments and process

modifications.

6 Human Resource Management – Effectively recruited, trained and placed 140 full-time and

contracted employees in 1,500 locations throughout the U.S. within one year and below

budget.

PROFESSIONAL EXPERIENCE

PM Telco, Alexandria, VA 2007 – Present

Technical Instructor

Provide end user training on Avaya products including IP telephones, use of communication manager

features, call center applications, messaging solutions and attendant console.

AT&T 1986 – 2006

Call Center Operations Manager, Fairhaven, MA, Consumer Sales & Service Division, 2001 - 2006

Hand-selected as a member of the transitional leadership team needed to coordinate efforts for a mega

center; in charge of staffing, training, support services and the management of an adjustment budget of

$10.85 million.

7 Sales Champion for the center, effectively managed $115K yearly incentive budget.

8 Within four months, screened, interviewed, hired and trained 200 new employees.

9 Oversaw the day-to-day management and coaching of a staff of 350-customer service and

sales associates with 14 direct reports for this mega call center that responded to customers

throughout the continental U.S.

10 Established and monitored individual/team objectives and performance plans based on overall

Business Center and countrywide objectives.

11 Led team to peak performance levels, exceeded multiple sales targets by 25% while achieving

a 24% increase in overall customer satisfaction.

12 Despite a major layoff and the loss of critical staff members, motivated teams to exceed sales

goals and meet customer’s needs using limited resources.

13 Created and maintained sales forecasts, projections and revenue analysis and presented

findings and recommendations to senior level officials.

14 Directed center customer service specialist team responsible for handling customer

escalations, correspondence and executive complaints.

15 Led by example – worked closely with staff to identify the best means for resolving customer

issues and addressing complaints – achieved the highest customer satisfaction of 13 centers in

the channel for 2005 and 2004 - maintaining an 87% problem resolution rating.

Human Resource Partner / Generalist, Providence, RI, Outsource Division, 1997 – 2000

16 Promoted to direct administration and employee relations services – assisted the leadership

team in all staffing, training and performance management functions.

17 Oversaw the management of payroll, prepared a multi-million dollar budget and ensured

efficiency and cost maintenance and reductions for this fast paced office.

18 Successfully managed the transition of 140 management and contracted employees

throughout 1,500 locations across 26 divisions for the newly acquired AT&T/Textron

outsourcing engagement.

19 Partnered with Vice President to track key projects. Managed timelines, status and

measurements against service level agreements.

20 Carefully reviewed all departmental progress reports, and employee feedback forms, devised

morale boosting programs credited with improving opinion survey results 15%. Initiated the

first-ever AT&T solutions monthly newsletter.

Team Development Leader, Mesa, AZ & Providence, RI, Customer Care and Sales, 1989 – 1997

21 Promoted to lead a team of 20 customer care associates.

22 Improved site efficiency by 150 man-hours per week; streamlined processes and focused

training to address areas of deficiency.

23 Hand-selected to serve on the Quality Improvement Team to improve efficiency levels.

Assistant Force and Facilities Manager, Providence, RI, Customer Care and Sales, 1988 – 1989

24 Promoted to assist the operations support manager with all day-to-day force call management

functions and facility management for a center with 400+ employees.

25 Ensured total quality management - provided supervision for the communication center,

mailroom operations and customer contact tracking.

Customer Contact Associate, Providence, RI, Customer Care and Sales, 1986 - 1988

AWARDS

26 Leader’s Voice Award Recipient 2005 - Top 1% of Achievers in AT&T Consumer Services

27 Winning Spirit Award Recipient – Top 3% of Achievers in AT&T Consumer Services, 2002

& 2004

ONGOING EDUCATION & PROFESSIONAL DEVELOPMENT

B.A., Accounting, Bryant University, Smithfield, RI, 1996

Microsoft Office Specialist Certification, 2007

AT&T Management Training

28 Project Management

29 Labor Relations

30 Conflict Resolution

31 Leadership for the future

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