EXPERIENCE

**/**-******* –Traffic Control Services-Middletown, PA

Operations Specialist

Primarily responsible for assigning and scheduling daily work as well as managing performance of field employees. Handles inbound and outbound client/provider orders and enters into system ensuring accuracy. Responds to client/provider issues including investigating while seeking resolutions. Completes daily reporting including morning, evening, statistics and employee dispatch.

02/15-Present-West Shore Shower and Bath/Windows and Doors

Inside Sales Specialist/Customer Care

Support Sales and Marketing team by responding to inbound phone calls and other media with the goal of scheduling an in-home appointment. Make outbound phone calls with the goal of scheduling an in-home appointment, utilizing rebuttals to overcome objections as needed. Enter all inquiries into Salesforce creating new leads and opportunities. Collaborate with manager to continuously improve my personal performance and team performance.

08/07-08/14 CRA- Mechanicsburg, PA

Call Center Supervisor/Lead

Supervised 12 employees directly. Enforced all company policies using progressive discipline. Lead employees as they handled inbound/outbound contacts in the call center, with debtors and credit report inquiries. Tracked performance using appropriate management techniques to influence and modify tactics in efforts to collect balance in full. Worked in conjunction with Client Services/QA team to ensure call standards were met.

12/05-08/08 Spherion- Harrisburg, PA

Customer Care Specialist

Handled inbound and outbound calls resolving customer issues utilizing professional and courteous phone interactions. Assisted customers with account inquires, credits, billing adjustments, and technical trouble shooting as necessary. Using multiple software applications for each problem requesting resolution.

Education Rutledge College- Greenville, SC