Customer Service Sales

Donna K Milholm

** ******* ***** *********, ** **741

Cell 423-***-****

E-Mail (********@*******.***)

Objective: To secure a position that will enable me to utilize my

management,

leadership, customer service and people skills. To

accept new challenges in

all areas of management.

Experience:

1997-2000 AT&T Solutions, Chattanooga, TN.

MANAGER OF SERVICE EXCELLENCE

Inbound telemarketing call center for national clients: ATT and

Motel 6. Managed partners online taking incoming calls from

customers concerning ordering/changing service or other customer

service issues. Regularly monitored partner calls/performance;

provided developmental feedback/coaching. Motivated partners

and built team morale. Provided action planning based on

individual partner production results. Administered

developmental action for partners. Reviewed team production

results and provided action planning to improve team performance

(if necessary). Managed partner work schedules, preferences and

managed/tracked/approved partner attendance. Managed

timekeeping system to ensure accuracy of payroll for partners.

Conducted supervisor takeovers from customers to ensure

satisfaction. Hired candidates for available positions,

administered follow-up training and dismissal from position (if

deemed necessary). Responsible for meeting and maintaining

client sales and service objectives. Managed my Supervisor and

20-50 agents at any given time.

1991-1997 Harrison Fulfillment Services, Inc., Chattanooga, Tennessee

MANAGER - CALL CENTER

Inbound telemarketing catalog call center. Duties included

supervision of 15-45 associates, calculating hourly and daily

volume reports, forecast daily staffing needs, maintaining

departmental productivity, quality standards and functioning in

all other administrative capacities to ensure highest level of

customer service to various national clients. Includes above

job description also.

1991. Family Financial Services, Chattanooga, Tennessee

CUSTOMER SERVICE - Loan Processor

Dealt directly with customers with loan processing from opening

new accounts to closing of loans. Handled day to day customer

service issues as they occurred.

Donna K Milholm

18 Waverly Drive Rossville, GA 30741

Cell 423-***-****

E-Mail (********@*******.***)

Objective: To secure a position that will enable me to utilize my

management,

leadership, customer service and people skills. To

accept new challenges in

all areas of management.

Experience:

2003-2009 West Highland Insurance, Ft. Oglethorpe, Georgia

INDEPENDENT OWNER

Managed independent sales and service. Hired

individuals and trained in

profession with regular monitoring, feedback and

coaching. Licensed with

several individual life and health insurance

companies.

2003. Ameri-Life and Health Services of Chattanooga

BRANCH MANAGER

Managed partners for insurance sales and service. Trained

partners in the field for sales and customer service. Regularly

monitored partners with developmental feedback and coaching.

Responsible for meeting sales quotas monthly. Also did

independent sales in the field with follow-ups in customer

service indefinitely.

2001. American General Life Insurance Company

AGENT

Maintained a continuous customer service based debit.

Independent sales in the field with follow-ups on customer

service. Solely responsible for debit including collecting

premium payments, deposits and making sure customers had timely

receipts. Commission based.

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