Customer Service Sales

DYAN HALL

IRVINE, CA *****

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

PROFILE

Professional with over 15 years of managerial skills acquired at AT&T.

• Extensive experience in HR

• Managed (2) data centers with over 40 direct reports

• Front office Supervisor/Administrative Assistant with responsibilities including: recruiting, training, payroll, staff development& scheduling

• Hard working, multitask executive assistant with outstanding telephone, documentations, computer skills, communication, adaptability & training

SKILLS

• Experienced in HR Management: team building, motivation, planning/coordination, recruiting, documentation, payroll, ADP, People Soft, EVISTA, SAPQUI, attendance management, performance review, labor relations, dismissals, coaching skills, suspensions, leadership management, presentation skills, organizational skills, state & federal employee laws, employee training & development skills, OSHA compliance, FMLA, FSLA, LOA, workers compensation, researching skills & bill preparation.

• Experienced in administrative operations: telephone skills (10 lines or more), customer service, data collection, data entry, Microsoft outlook, word, excel, PowerPoint, filing data archiving, calendaring, typing, business correspondence, travel arrangements, appointment schedules, meeting rooms arrangements.

. Payroll experience

WORK EXPERIENCE

UHC Customer Service Rep TEMP Nov 2012 – 2013 Volt

• Responsible for answering incoming calls from consumers, employers, and brokers with questions about account balances, card activations, application status, Treasury guidelines and regulations, and internal procedures.

• Primary Responsibilities:

• Taking inbound calls from consumers, brokers and employers

• Handling and researching issues over the phone

• Utilizing the computer database to verify and document information

• Consistently meeting established productivity, schedule adherence, and quality standards

Receptionist APPLEONE April 2012 TEMP

• Met and greeted clients and the client’s clients.

• Duties included: answering their phones, booking their meetings, ordering their office supplies and ensured the kitchen, conference rooms and other common areas were spotless for the next guests.

• Date-stamp and rack incoming mail and messages.

• Transmit and receive messages using telephone, fax and switchboard. Answered inquiries pertaining to executive suite client services, registration of clients/guests. Kept records of suites, rooms, conference room’s availability and client accounts.

• Computed bill, collect payments and makes change for clients.

• Made, confirmed and cancelled reservations for clients at executive suites. Posted charges such as room, food, fax, or telephone by hand or machine.

HR Coordinator, Feb 2012 present - Comp Nova (Infosys) TEMP on call basis

• Greeted Candidates and checked ID and paperwork for completeness.

• Made outbound calls to candidates to reconfirm their attendance for the event.

• Scanned all documents related to the event as per directions of the onsite HR Anchor.

• Assisted and coordinated with recruitment officer in preparation of manpower plan & accordingly prepared monitor and control, an efficient recruitment plan.

• Received all the job applications, sorted and classified based on each profession and stored in database for retrieval.

• Managed staffing vendors and ensured they delivered consistent quality & cost efficient service to the business.

Administrative Assistant, May 2010 - August 2011-Tre’ Diamond Productions TEMP

Directed, planned, organized & controlled the operation of scheduling of clients.

• Contributed toward the overall development of sales of events and services for diverse clients. Assisted Executive Planner in providing strategic planning for the source of foods, tables, settings, liquor, etc.

• Contributed toward the overall development of price & services that is to be provided to clients. Assist in the delivery of high quality, cost-effective event planning.

• Responsible for the day-to-day operations by facilitating the development, implementation & monitoring of service, quality & utilization standards.

• Controlled payroll, non-payroll, & capital budgets & expenditures for assigned service events. .

Supervisor/Manager, Apr 1994 - Nov 2009, AT&T, Buena Park, CA

• Managed two 24 hour, 7 days a week Computer Centers for 411 information (total 43 direct reports).

• Responsible for HR & Administrative results

• Developed recruiting plan network through industry contacts, association memberships, trade groups & employees

Responsibilities included screening telephone calls, scheduling interviews, researching the Internet to locate potential job candidates, scanning resumes, and assisting with planning new employee coordination meeting, compiling materials and maintaining employee database records.

• Conducted recruiting & interview plan for upper management

• Specific recruitment processing tasks included: short listing candidate CV’s against job descriptions, updating vacancy and applicant status within the recruitment procedure of AT&T,

• Organized interviews and producing interview schedules, liaising with applicants to provide updates on their progress etc.

• Proactively planned and managed recruitment for all positions within the relevant departments; including managing attraction campaigns and candidate sourcing, short listing candidates, skills & personality testing, behavioral interview assessment with line manager and offer negotiation. Promoted best recruitment practice, shared ideas and information to ensure consistency through a value added services. ensuring that performance issues are addressed in timely and appropriate fashion.

• Facilitated on boarding of new employees by scheduling training, answering questions and processing paperwork.

• Responsible for training all new employees to ensure continued quality of customer service.

• Conducted regular follow ups with other managers to determine effectiveness

• Built network for qualified candidates

• Responsible for ensuring that individual performance assessments are calibrated with department and business results.

• Minimize business risk by enhancing the company culture by ensuring that all management and non management were trained in all required legal subject areas

• Ensured all employees were oriented effectively, understand client culture and business and have reviewed the AT&T employee handbook.

• Worked with other HR Leaders, to implement the correct diversity structure for AT&T. Identified and understood issues, problems, and opportunities; ability to objectively compare data/information from different sources to draw conclusions; generated alternatives & innovative solutions and uses effective approaches for choosing a course of action or developing appropriate solutions; took action that was consistent with available facts, constraints, and probable consequences.

• Verified all vacation, sick days, work days, etc.

• Processed bills AR/AP

• Verified and input Payroll in EVISTA, SAPQUI, ADP

Input of confidential info

Maintained employee files and HR filing system via computer

Record keeping of all scheduling data, payroll, FMLA, LOA, FLSA, worker compensation, staffing

• Managed & prepared daily schedules and assignment leads for all data specialist for 24 hour office.

• Negotiated low vendor rates for office supplies.

• Successfully planned and executed corporate meetings, lunches and special events for groups of 45+ employees in local office and satellite office in Concord, Ca.

• Organized & developed for data specialist monthly schedule for customer job

• Successfully trained staff in all AT&T procedures of office systems and databases, policies and procedures while focusing on minimizing errors and generating superior results.

• Maintained job board as well company material board

Customer Sales/Service Rep in Call Center, Feb 1983 - Apr 1994, AT&T, LA Ca.

TEMP MGR

Over saw the proper functioning of the operation and ACD. Managed and directed all aspects of incoming call center operations. Implemented and reviewed call cent policies and procedures as it related to AT&T service reps. Developed and monitored quotas for service volume and timeliness.

Interacted with all service layers of AT&T. Handled sales management, revenue generated calls and the award center as given for call producing revenue. Oversaw the delivery of job training including motivation call center reps to achieve high performance. Recruited and hired new personnel and handled escalated concerns that fell outside the understanding of floor supervisors. Ensured that proper call procedure was followed and tha confidentiality of customer information was maintained at all times. Implemented new working procedures in operation process. Addressed executives and management about needed changes. Verified that call quality was maintained. Coached and motivated various staff are followed. Reviewed, developed, performance reviews on a monthly basis.

• Inbound/Outbound sales & service rep

• Bill explanation and/or collections

• Solved any problems with using computer, contacts, technician & central offices

• Followed up on the customers

• Duties included administrative and office support activities for multiple supervisors, fielding telephone calls, receiving and directing visitors, word processing, filing, and faxing, Internet research.

• Supported sales/marketing department exclusively.

• Successfully resolved daily customer issues

• Prepared and drafted outgoing correspondence in a timely manner

• Composed and drafted reports and correspondence for managers

• Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use

EDUCATION

BUS ADMIN, MANAGER TRAINING GIVEN BY AT&T University of Redlands

CORE ACCOMPLISHMENTS

Organization of technical library at computer data centers

• Compilation of documentation of procedure materials which included technical drawings and diagrams

• Union steward and union executive board member CWA

• Developed, implemented & demonstrated outbound sales call for white page advertising

• Developed cost effective change in departments payroll saving approximately $2100.00/week

• Worked on project in regards to customer satisfaction regarding dropped 411 calls. Proper investigation found problem in central office in announcement modular. Reduced dropped calls by 23%, raising customer satisfaction to 86.7%

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