Tamara M cKelvey ***** E meralda I sland R oad L eesburg, F l 3 4788

352-***-****

ac16as@r.postjobfree.com

Objectives

I w ould l ike t o a chieve a h ighly r ewarding c areer w here I c an u se m y s kills, K nowledge a nd e xperience t o h elp the c ompany m eet a nd s urpass i ts g oals. Experience

Ultimate S taffing/ A AA S upernumber / Roadside a ssistance- H eathrow, F lorida March 2 016 c urrent

SUPERNUMBER Team Leader - E RAC

A nswers calls from ERAC customers and the general public to gather information for Roadside Assistance Programs, for purpose of dispatching service or transferring caller to appropriate local service provider. Answering each call with courtesy, accuracy and professionalism in accordance with AAA Quality Standards . A nswers general inquiries regarding services, writing member complaints and forwarding to the appropriate department for resolution and response to member. S taffs the Command Center to monitor CMS stats of other CSRs to ensure maximum productivity. Responds to RAP PC, TDD machine and Supervisor line as needed. Handles and resolves escalated or complaint calls. Use Aspect to enter a ttendance r elated e vents. A ssists w ith o n-the-job t raining f or n ew-hires. P erforms o ther d uties a s r equested. Race T rac C orp- M t. D ora, F l

April 2 011 t hru F ebruary 2 016

I held a night managers position that included but not limited to: employee training, coaching and educating and reviews. Scheduling and ordering of goods, preparing corporate reports for both my store and staff. Stock shelves coolers, cleaning a nd a ll a spects o f r unning a m ultimillion d ollar g as a nd c onvenience s tore. Ascent T elecommunications C orp - Eustis F lorida 2000 t hru 2 005

I m onitored p roductivity t argets f or a gents b elow g oals i ncluding t alk t ime, A CW t ime, A UX t ime, Q A, e rror r ate, a nd o ther r elevant performance d ata. I n c oordination w ith S upervisors, p rovides c oaching a nd c ounseling t o s taff t o d rive n eeded i mprovements i n performance. R eviews q uality o f t elephone s ervice p rovided t hrough s ide-by-side e valuation a nd o ther m ethods t o d etermine new/recurrent t raining n eeds o f i ndividuals a nd/or t eam. C oaches a nd m otivates s taff t o a chieve m aximum p roductivity a nd q uality scores. P rovides t imely f eedback t o m anagement c oncerning o perational c hanges/ideas, a nd r ecommends s olutions t o c ustomer service f ailures. Performs o ther r elated d uties a s r equired. Communication

I h ave s pent t he l ast 2 5 y ears s pecializing i n c ustomer s ervice t raining a nd t eaching c ommunication s kills a nd creating e ffective c ustomer s ervice t eams.