Customer Service Sales

Roxana Rodgers

Email: ********@*****************.***

Address:

City: Miami

State: FL

Zip: 33186

Country: USA

Phone: 786-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Business Services Professional: 14 years of call center industry experience. Talented People Manager: Proven ability to increase morale, productivity, and performance in challenging and diverse environments. Focus on identifying and shaping individual talent while aligning into highly productive and purpose-driven teams. Results Driven Leader: Use disciplined approach to business planning, implementation, evaluation, and adaptation to achieve success. Innovative Problem Solver: Strategic in deployment of scarce resources to solve challenging business problems. Strong leadership and communication skills: Able to coordinate diverse organizations and cross-functional teams to successfully implement complex projects. Understand and can successfully communicate across multiple disciplines: executive, client services, sales, technical, operational.

Educational Background:

High School Dipolma from Miami Dade Community College, Miami FL 1/2001 to 1/2007 (Associates In Arts)

Job History / Details:

Professional Summary

Business Services Professional: 14 years of call center industry experience.

Talented People Manager: Proven ability to increase morale, productivity, and performance in challenging and diverse environments. Focus on identifying and shaping individual talent while aligning into highly productive and purpose-driven teams.

Results Driven Leader: Use disciplined approach to business planning, implementation, evaluation, and adaptation to achieve success.

Innovative Problem Solver: Strategic in deployment of scarce resources to solve challenging business problems.

Strong leadership and communication skills: Able to coordinate diverse organizations and cross-functional teams to successfully implement complex projects. Understand and can successfully communicate across multiple disciplines: executive, client services, sales, technical, operational.

Core Qualifications

Results-oriented

Operations management

Client-focused

Quick learner

Computer proficient

Microsoft Office

File/records maintenance

Reports generation and analysis

As400

Avaya

Nice Performer Analyzer

Virtual Management System (VCMS)

Workforce Management

CTI/Genesys

People Soft

Virtual Portal/Arise

Citrix

Training and development

Customer Service

Multi-Task Management

Experience

April 2010 to Current

Interval International Miami, Fl

Supervisor, Membership Services

World Wide Travel. Interval International, Inc.

Interval International operates membership programs for vacationers and provides value-added services to its developer clients worldwide. Based in Miami, Florida, the company has been a pioneer and innovator in serving the vacation ownership market since 1976. Today, Interval has an exchange network of approximately 2,700 resorts in more than 75 nations.

Manage a sales force team of 12-14 timeshare Marriott exchange advisors (Marriott Vacations, Four Seasons Resorts, Starwood, Westin Resorts).

Review CMS data to monitor the length of time customers remain on hold (ATT/ACW/AUX).

Observe calls to listen to employee demeanor, technical accuracy, and conformity to company policies.

Monitor productivity of customer service representatives and generates reports.

Ensure all employees are fully trained in all aspects of their job as well as, provide opportunities to cross train in other areas of the company when possible.

Maintain detailed records of individual revenue attainment and overall performance to ensure sales quotas are met.

Complete both monthly and yearly performance evaluations.

December 2006 to April 2010

Supervisor, Cyber Operations/Arise

Managed a sales force of 14-26 advisors to be sufficient within an internet chat room.

Responsible for training a sales team, scheduling, meeting and maintaining a budget.

Enforced all the company's policies and instituted the guidelines to subordinates, while motivated the staff to work as a team and reach all sales goals.

Updated daily revenue reports to ensure sales quotas were met.

Monitored employee calls for quality assurance.

Performed daily coaching sessions to ensure proper training.

Aid with employee development.

E-learning training & development.

August 2006 to December 2006

Supervisor, Exchange Department

Managed a sales force of 10-12 advisors to be sufficient within an internet chat room.

Review CMS data to monitor the length of time customers remain on hold (ATT/ACW/AUX).

Observe calls to listen to employee demeanor, technical accuracy, and conformity to company policies.

Monitor productivity of customer service representatives and generates reports.

Ensure all employees are fully trained in all aspects of their job as well as, provide opportunities to cross train in other areas of the company when possible.

Maintain detailed records of individual revenue attainment and overall performance to ensure sales quotas are met.

Complete both monthly and yearly performance evaluations.

January 2001 to August 2006

Help Desk Coordinator

Assisted agents with timeshare exchange and travel procedures.

Provided management assistance when necessary.

Researched and updated weekly reports.

July 1998 to January 2001

Vacation Exchange Advisor

Met monthly sales quota.

Processed vacation exchange confirmations.

Up selling company products aimed toward meeting sales goals.

Ensured quality of service for repeat business.

Assisted members with exchange guidelines and procedures.

Education

2013 Florida International University Miami, Fl

Bachelor of Arts International Business/Management

I have completed the core BA requirements at Florida International University and require 1 pre-requisite course in order to complete my dual degrees. Estimated graduation in April 2013.

Honors and Awards

Club Excellence nomination 2012

Employee of the month 2005

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