Elgia Coley II

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

Albany, GA **707

229-***-****

214-***-****

E-mail: abmirr@r.postjobfree.com

OBJECTIVE: Experienced Communications professional seeks an exciting

position with a dynamic organization that would allow me to contribute to

the growth of the company

EXPERIENCE:

Advanced Networking Specialist Supervisor, Teleperformance USA, January

2008 to current

. Maintained customer's home and work computer network that involves

cable modems, fiber optics, Microsoft Windows operating system,

Macintosh operating system.

. Responsible for a team of twenty five or more production agents who

take inbound calls from ATT

. Set weekly goals for team and coached agents on ways to improve

process.

. Attend weekly meetings with higher management and vendor

representatives to discuss any changes and to give weekly performance

stats.

Production Maintenance Scheduler, United States Air Force, May 2007 to

December 2007

. Plans and schedules aerospace vehicle maintenance and utilization

requirements.

. Develops plans and establishes production schedules to meet mission

requirements. Schedules aerospace vehicles, AGE, munitions, missiles,

space systems, and associated support systems through maintenance

phases.

. Determines maintenance capabilities to aid in developing operational

schedules. Prepares weekly, monthly, quarterly, and annual utilization

schedules for known maintenance and operational mission and training

requirements.

. Schedules and monitors workload requirements.

Tire Assembly, Cooper Tire and Rubber Company, Albany, GA 31705, February

2005 to May 2007

. Responsible for the first stage tire assembly and production

. Production consisted of strict quality measures, manufacturing

standards and time efficient production

. Troubleshoot machinery and applying the 5s principles

. Worked alone effectively and with teams if needed; strict schedule

adherence

Quality Assurance Technician

. Determine and document any areas that may need improvement

. Inspecting the finished tires after the curing process and sampling

the entire manufacturing process

. Review the current policies and improvise plans to uphold existing

quality standards

. Analyze the effectiveness of the modifications made.

. Ensure that all procedures conform to health and safety regulations

CallTech Communications, LLC, Albany, GA 31707

Tier 1 Specialist, February 2003 to April 2003

. Responsible for managing incoming and outgoing calls to provide direct

customer services to over 12,000 customers

Tier 2 Specialist, GA 31707June 2003 to November 2003

. Responsible for upper level management of 45 Tier 1 specialists

providing training and coaching opportunities

. Bridging the gap between several major Fortune 500 companies

discussing and negotiating customer service boundaries

Quality Assurance Specialists, November 2003 to February 2005

. Perform call monitoring and provide trend data to site management

team.

. Participate in the design of call monitoring formats and quality

standards.

. Coordinating and facilitating call calibration sessions for call

center staff.

. Participate in customer and client listening programs to identify

customer needs and expectations.

. Work with managers and supervisors/team leaders to calibrate

monitoring processes and results.

. Perform research and recommend vendors for automated processes.

. Responsible for gathering and distributing results.

EDUCATION:

. Albany State University, Albany, GA 31707, B.S. Logistics Management

. Darton College, Albany, GA 31707

References available upon request

Contact this candidate