Customer Service Sales
Resume:
Debbie Gatson
Email: *********@********.***
Address: ***** ********
City: Sugar Land
State: TX
Zip: 77498
Country: USA
Phone: 713-***-****
Skill Level: Management
Salary Range: $100,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Debbie Gatson
13927 Towne Way Drive, Sugar Land, TX 77498
Cell Phone: 713-***-****
Email:*********@********.***
Objective:
Seeking a leadership position, utilizing my leadership/management work experience, certification skills, training expertise, and education
Education:
Doctoral of Management in Organizational Leadership, University of Phoenix, Houston, Texas, March 2008-July 2011, presently writing dissertation
MBA, Master of Business Administration, Human Resources, Florida Metropolitan University, Tampa, FL, October 2007
Masters Certificate-Telecommunications. University of Dallas, January 2001.
Bachelor of Science in Home Economics/Marketing, University of North Texas, Denton, TX
Coursework in Accounting/Business, Our Lady of the Lakes University, Houston, TX and Houston Baptist University
Computer/Office Skills:
Leadership and Teamwork Skills, Retail Management, Telemarketing Management, Operations Management, Business Management, AT&T Leadership Training, HR, 4 Mediation Certifications, Telecommunications, Customer Focus Strategies, Call Center expertise, Team Building, Time Management, Sales, Coaching, Market Analysis, Customer Service Experience, Mentoring, Sales Support, Budget Analysis, Strategic Partnership, Sales Support, Performance Evaluation Monitoring, Developing Goals/Objectives/Systems, Word, Excel, PowerPoint, Microsoft Office, Boss, Sord, CPSOS.
Work Experience:
1986 to Present (25 years)
SBC/AT&T Telephone, Houston, TX
Customer Service Manager/Operations Manager, March 2009-present, SBC Internet Services
* Daily operations of Call Center, Information Technology
* Assessments, interviewing, hiring, training, maintaining documentation
* Managing a team of 15-21 customer assistants
* Monitoring, communicating, coaching, problem solving, preparing weekly, monthly, and annual reports on center progress. Strong interpersonal and customer service skills
* Union liaison for center. Customer Efficiency specialist
Sales Coach Manager, July 2007 to March 2009, AT&T Telephone
* Promotion after 21 years of Sales and Customer Service with AT&T Yellow Pages
* Manage 17 to 23 sales team representatives in a call center including, coaching and implementing sales strategies to meet monthly quotas
* Responsible for seven monthly reports for each representative detailing sales strategies, quotas, adherence, transfer rates, compliance, auditing, and customer service
Account Executive/Union Job Stewart, March 2003 to July 2007, SBC-AT&T Yellow Pages Inc.
* Performed outside Sales Executive duties, including, solicitation and contacting business customers for selling and residual servicing of SBC Yellow Pages Advertising Accounts
* Sold Print advertising, Internet advertising, and performed cold-calling and canvassing for new business
* Maintained and serviced business accounts for AT&T Yellow Pages, including prospecting, advertising programs for customers, new account generation, cold-calling, collections, labor law, and handling grievances as Union Job Stewart
July 1999 to March 2003
US Postal Service/EEO Dispute Resolution, Houston, TX
Contract Mediator/Flex-Time (three year contract) $600 a mediation
* Performed conflict resolution and mediated complaints between United States Postal Service employees and management.
Customer Service Specialist, May 1988 to March 2003, SBC-Southwestern Bell Yellow Pages
* Represented SBC in contacting assigned business accounts averaging $250 to over $8000 in monthly billing represented SBC in court cases
* Processed complaints, acted as a custodian of records in court cases, participated in company mediations, processed collections on major accounts, and performed re-selling to maintain company/client relations
* Assisted in training TELE-MAGIC program developed for customers to help maintain customer retention and increase sales volume
* he only Counter Claim Specialist for the state of Texas from 1988 to 1999.
* Trained representatives in billing concerns, customer retention, and techniques in resolving bad debt issues Commendation of the Year-1999
* Created an approved budget, implementing a Bonus Incentive, for the Customer Service Specialists for the year 2000
Sales Associate/Telemarketing, SBC-Southwestern Bell Yellow Pages (July 1986 to May 1988)
* Consisted of selling Yellow Pages advertising to potential Business customers via telephone. Promoted to Customer Service Specialist in two years
* position involved strong analytical, written, organizational, communication, and time management
* Who`s Who among Telemarketing Specialists in 1987 among SBC`s 13 state coverage
* OUTSTANDING OBJECTIVE ACHIEVER AWARD in 1988 prior to Customer Service Specialist promotion
Certifications and Additional Training:
* Change Management Certificate, University of Dallas-2002
* Fort Bends County Family Mediation Training-2001
* Mediation Skills EEOC Certification-2001
* Master`s Certificate in Telecommunications, University of Dallas-2001
* Effective Teamwork Certificate and Time Management Certificate, University of Dallas-2000
* USPS Advanced Transformative Mediation Training Certification-1999
* Fort Bends County Basic Mediation Training-1999
* SBC Collections Professional Workshop Certificate and Time on My Side-1994
Mervyn`s Management Training Program 1984
* Academy of Real Estate Certification, Houston, TX-1981
* President/CEO Women of AT&T 2011
* Empire Who`s Who among Executives & Professionals 2006-Lifetime Member
* Past President, Current Mediator, Board Member, Fort Bend Dispute Resolution Center-1998 to present
* SBC Above & Beyond Membership-2001 and 2002, .SBC Commendation of the Year-1999, and SBC Council of Leaders Award-1998, SBC Outstanding Objective Achiever Award-1988
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