Customer Service Sales Representative

YOLANDA R. EDWARDS

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

Auburn Hills, Michigan

Daytime: 734-***-****

Email: ************@*****.***

OBJECTIVE

To secure the position of Call Center Director with North American Bancard

EDUCATION

Rochester College, Rochester Hills, Michigan

Bachelor of Business Administration, May 2009

EMPLOYMENT HISTORY

03/2008 - Present

Dialogue Marketing, Auburn Hills, Michigan

Call Center Supervisor, Senior

• Supervise four call center supervisors and a team of sixteen customer service agents;

• Train, motivate and optimize performance of newly hired managers;

• Provide guidance to managers in coaching and motivating call center associates;

• Serve as a point of contact for escalated customer concerns;

• Help facilitate management meetings;

• Facilitate weekly team meetings;

• Perform weekly call quality monitoring;

• Prepare monthly performance evaluations and quarterly and annual reviews;

• Run and monitor agent detail performance reports;

• Help design customer retention strategies and plan monthly incentives;

• Assist with queue management, monitor and adjust service level and workforce

utilization assist;

• Interview and hire new applicants;

• Administer disciplinary action and terminations;

• Interface with all levels of management, customers and staff;

04/2005 - 01/2008

Century 21 Towne Pride, Garden City, Michigan

Realtor / Property Manager

• List, sale and lease residential properties;

• Manage single-family residential portfolio;

• Negotiate price and contract terms;

• Review closing documents and follow sales through to closing;

• Hold open house and organize home tours;

• Answer floor-time calls;

• Cold-call prospecting;

• Serve as buyers’ agent;

05/2004 - 06/2005

North American Bancard, Troy, Michigan

Inside Sales Representative

• Develop new merchant services accounts;

• Increase profitability from existing accounts;

• Sell and/or lease merchant services equipment;

• Conduct sales presentations to existing and prospective clients;

• Identify new prospects based on knowledge of merchants, markets, products and

services;

03/2000 - 04/2004

Kelly Automotive/Ford Motor Company Branch, Dearborn, Michigan

Dispute Resolution Specialist

• Investigate unresolved warranty concerns;

• Gather and maintain pertinent case documents;

• Arrange vehicle repairs, replacements and buy backs;

• Prepare cases for third-party arbitration;

• Facilitate arbitration settlements;

07/1997 - 03/2000

Kelly Automotive/Ford Motor Company Branch, Detroit, Michigan

Customer Service Representative

• Answer incoming customer service calls;

• Document product concerns in database;

• Supply recall and owner notification program information;

• Provide technical and statistical data;

• Escalate engineering concerns;

• Serve as customers and dealership liaison for warranty repairs;

SPECIAL SKILLS

Proven abilities in management, leadership and training; excellent verbal, written, and

negotiation skills; IBM PC proficiency: MS Word, Excel, Power Point, Access; ADP and

Outlook.

LANGUAGES

English, French, and Koine Greek

REFERENCES

Available upon request

Contact this candidate