Human Resource Quality Control
Resume:
Gregory E. Clonts
Spring Hill, FL 34610
Telephone: 727-***-****
Mobile: 727-***-****
Email: ****@********.**.***
Qualified individual seeking management position within a call center environment. Reputation for strong
interpersonal and problem solving skills, Management and Human Resource issues.
Experience
November 2002
To
December 2008
Bryn-Alan Studios
Call Center Manager for one of the larger photography companies in the
Southeast. Responsible for scheduling, Human Resource issues, hiring and
terminations, classroom training, incentive and motivational programs, and daily
ACD measures. Implemented email contact, including cut & paste templates for
customer replies. Implemented multiple queues for various customer inquiries.
Managed the day to day work flow between customer inquiries and lab
processes to ensure service delivery to customers. Heavily involved with
marketing new materials, as well as up-selling via incoming calls as well as
email inquiries from customers.
July 2000
To
June 2002
Service Resources, Inc.
Responsible for two 24/7 call centers in outsource environment with
BellSouth Telecommunications call center. Human Resource, monitoring
Quality, Budget, maintaining ACD daily results. Quality control,
incentive plans. Hiring, training, termination, coaching and counseling.
Managed multiple queues for Facility Management of BellSouth owned and
leased locations.
May 1996
To
July 2000
RandstadNA
Manager for multi-site call center in partnership with BellSouth.
Responsible for approximately 75 employees in 24/7 call center.
Scheduling, Human Resource issues, Quality control, monitoring agents,
coaching and counseling, ACD results, Incentive plans, etc. Responsible for
meeting deadlines and service goals per BellSouth in an outsource environment.
April 1980
To
May 1996
BellSouth Telecommunications
Held various positions within BellSouth. Repair Service Attendant handling
service outage calls from residential and large business accounts. Computer
Attendant responsible for maintaining and back-ups of large computer systems.
Dispatch Clerk receiving incoming calls from BellSouth employees reporting
various building maintenance issues, and dispatching specific vendors to resolve
issues. Successfully completed Bellsouth Management Assessment Center.
Relieving Supervisor with 100 employees in 24/7 call center environment.
Responsible for daily ACD results
Completed LIA program, as well as many Supervisory, Human Resource, and Leadership programs.
Education
May 1977 Hokes Bluff High School
Graduated with High School Diploma
May 1977 University of Alabama Gadsden Campus
April 1980 Completed courses in General studies
References available upon request
Contact this candidate