Customer Service Sales

Anwar S. Phillips

*** ******** ** ** *******, GA 30310

PHONE 404-***-**** EMAIL *****.********@*****.***

EDUCATION

Mississippi State University - Mississippi State, Mississippi

Bachelor of Science, Industrial and Systems Engineering with a minor in

Mathematics

December 2012

Western Carolina University, Cullowhee, North Carolina

Transferred- Industrial Engineering Technology

2002-2004

PROFESSIONAL EXPERIENCE

Technical Support and Projects Communication Supervisor Level III

SITEL Corp - Dell Inc. Campaign - Starkville, MS. October 2010- September

2012

?Monitored and mentored the operational support team to

proactively identify service levels impacts relating to,

Monitored capital controls, time lines and customer orders to ensure

quality control of products and to provide the best invest return for the

SITEL-Dell collaboration.

?Managed document control process including Developing work schedules,

sales reports, logistic tracking, Mediated conflicts, product consulting

and forecasted monthly budgets.

?Created a system of evaluating all outbound/inbound calls requiring

replacement parts to increase performance and initiated call sequence

monitoring strategy reducing customers wait time and transformed

operational goals to exceed Department standard level agreements.

?Designed operations documentation as the road map to ensure meaningful

customer service experience and align measured employee work force labor

planning intelligence.

?Participated in logistic and sales meetings with suppliers and colleague

on how to and utilize the full range of methods resolving and up- selling

products during technical calls..

?Collaborated with call center managers creating weekly metrics that

forecasted the progress of multiple projects.

?Created sales strategies and proposals to successfully translate the user

online experience to meet company's standards.

Maintenance and Technical Support Staff-Project Coordinator

Mississippi State University -Industrial and Systems Engineer Department -

January 2009 - September 2010

?Communicated extensively with Staff / faculty members and graduate student

researchers to outline short- term and long term project goals that

involved Infrastructure improvements and vendors relations strategies.

?Managed workflow process of robotics equipment facilities. This role

allowed me to gain knowledge in system designs implementing work

measurements of the student/ customer requirements to ensure cost

avoidance.

?Managed resources and prioritized system control for robotics

manufacturing process re-design solutions.

?Accommodated supervisor with RFID card management including equipment

COMPUTER SKILLS

Software/Applications

?Microsoft Office XP, Windows7, Windows2008r2, UNIX, Mac 0SX, Mac 0SX

Adobe Photoshop, Adobe Illustrator, Gimp, AutoCAD, VMware, Flexism,

Lingo/Lingo, Visual Basic Programming, HTML,Microsoft project, Knowledge

of six sigma methodologies.

Hardware

?Dell, Macintosh, Gateway, Printers (Dell/HP), Network adapters, Sony,

Acer, Intel, AMD, Nvidia graphics, 2900 Dell Power Edge Servers.

Selected Achievements

Sitel Corp -Dell campaign - Most computers sold in one week (Product add-

ons) July 2011, Highest and most consistent metrics in a month November

2011

Thad Cochran Endowment for Entrepreneurship- New Venture Challenge - 3rd

place winner April 2010

MSU Digital Contest Winner - 1st place winner -October 2008

NFL Combine Try-outs invitationals (GaTech & MissState) Spring 2008

MSU Football Team - Team Player of the week (7 times), Outstanding GPA

during football season August 2006 WCU Football Team - Hardest Hit of the

Week (3 time) September 2003

Selected as Marines High School All-American

Maynard Jackson Youth Academy- fellowship winner

ACTIVITIES

CamusKnot 5k Midnight Run in conjunction with MSU - T-shirt

printer/designer and participant - April 2013 Western Carolina

University- football team, August 2002 - May 2004, Mississippi State

University -05- football team, August 05- May 07. I.M.A.G.E. Cultural

organization fund raiser, Institute of industrial Engineers -Member,

Kappa Alpha Psi Fraternity - Hosea Williams Annual Feed the Hungry

campaign. A. Sharif Mentoring Foundation Inc.

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