Rechel Holland

Email: abosjg@r.postjobfree.com

Address: P. O. Box 359

City: Prairieville

State: LA

Zip: 70769

Country: USA

Phone: 225-***-****

Skill Level: Management

Salary Range: 56

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

i

Rechel Holland

P. O. Box 359 a Prairieville, LA 70769

C 225-***-**** a abosjg@r.postjobfree.com

Professional Experience

STAPLES VIRTUAL CALL CENTER, Baton Rouge, LA 2008 - 2012

Team Manager

Manage day-to-day operations of a 100% virtual Contact Center.

Monitor CMS to ensure department service levels and budgets are met using real time and historical data.

Analyze data and report call volume trends and make recommendations to management to improve customer satisfaction based on peak times of the day, absenteeism, vacations and meetings.

Schedule coaching and training as needed with individuals or groups using Aspect to determine threshold availability.

Troubleshoot with employees experiencing technical issues in Avaya.

Coordinate with HR, Staples Disability Group and employees to determine Short Term Disability/Leave of Absence needs.

Facilitated training to management team of attendance data base.

Implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated representatives.

Interview new hire candidates.

Designed and facilitated training to new hire representatives.

Monitor and record absenteeism; conduct disciplinary actions, including terminations.

Achieve maximum productivity and efficiency of employees on a daily basis, achieving department performance goals.

Work closely with the QA staff to monitor inbound customer service calls and emails in Nice to ensure call integrity and proper phone and writing techniques.

Assist in the development and implementation of quality improvement programs as a means to increase quality, productivity and improve service levels.

Provide input and recommendations to the development of contact center policies and procedures.

Facilitate the communication of new information to all CSRs on a timely basis, ensuring understanding and consistency of handling by all assigned CSRs.

Act as a role model for all employees by upholding company policies and procedures, demonstrating respect for co-workers, encouraging and supporting diversity and presenting a professional image at all times.

Manage specific functions utilizing employees from various teams.

Coordinated with other managers from other sites within the company to develop newsletters and bulletins to be distributed throughout the company for training or informational purposes.

LEVEL 3 COMMUNICATIONS CALL CENTER, Baton Rouge, LA 1993 - 2008

Supervisor

Provided day-to-day supervision of Customer Service Representatives in a 200 seat Call Center environment in coordination with the Call Center Manager and Work Force Management.

Acted as interim Call Center Manager for a 6 month period.

Managed a team of 20 - 25 agents.

Interviewed potential new candidates.

Approved credits of $50 - $5000 and ensured development of agents when needed.

Ensured correct information was submitted with billing and trouble tickets.

Implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated representatives.

Reported product installs weekly to Vice President.

Worked with team to develop new hire training information to gear up for growth of agents as a result of sales increase and new customer base.

Second level customer escalation.

On call 24 hours bi-weekly to the technical team for customer escalations.

FUMANITE, Port Arthur, TX 1989 - 1992

Scheduler

Completed expense reports for a team of industrial technicians.

Coordinated and scheduled technicians as needed to complete maintenance for customers such as Shell Oil, Exxon, and many more large clients.

Provided hot shot service for machinery needed between Port Arthur and Houston.

Communicated with Houston scheduler to coordinate work between the two locations.

On call 24 hours and available to customers for their service needs.

EDUCATION and TRAINING

Graduate, Winnfield Senior High School, Winnfield, LA

TECHNOLOGY

Word

Excel

Publisher

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