Debbie Abramson

*** ********* ***, *** ********, WI 54017

Cell: 715-***-**** – ac3dy2@r.postjobfree.com

Professional Summary

Skilled 9 years of experience Call Center Manager, 17 years of experience in sales & marketing, to include residential & commercial property. Strong work ethic & problem- solving skills. Understanding what it takes to build revenue & maintain Customers for Life!

Skills

Effective leader; organized; client account management; conflict resolution; experience in customer resolutions

Customer service-oriented; deadline-oriented; project management; efficient multi-tasker; spreadsheets, reporting, assisted customers by phone & email

Staff training/development; consistently met goals; exceptional interpersonal communication; based methods to solve problems

Work History

Customer Service Representative 02/2017 – Present

Andersen Corporation (Sales/Marketing – Windows & Doors) – Oak Park Heights, MN

Data Entry (Alpha & Numeric), process orders for windows & doors for THD (The Home Depot) customer’s using Andersen Access, EZ, CP (Center Point = Quoting Tool), IQ = Intelligent Quoting Tool

100% accuracy compiling data entry with customer contact information

Call handling for the THD (The Home Depot) stores regarding orders for their customers, to include ETA on product, pricing, promo’s and helping build quotes in CP (Center Point)

Contact Center Manager 11/2013 – 12/2015

Crew2 (Sales/Marketing Residential & Commercial/Water Heaters & Flooring) – Minneapolis, MN

Oversaw daily operations in the Contact Center to include daily, weekly & monthly reporting; scheduling; recruiting, payroll & escalated calls

Service provider for THD (The Home Depot)

Drove key performance metrics

Call monitoring; maintained weekly & monthly annual rep performance tracking logs using Rubric Scale

Developed & monitored performance levels to continuously improve CSR call quality scores & sales performance

Implemented innovative programs to increase employee loyalty & reduce turnover

Forecasted the upcoming changes based on seasons & statistics

Excellent written & verbal communication; great interpersonal skills, integrity, dedication, time management skills & leadership

Applications: Outlook, Word, Excel, PowerPoint, Vuesion (recordings/reporting); Ugovia (Quote Tool); ICON (THD Tool Customer Info/Leads): Lead Perfection (SAH), RFMS (scheduling)

Call Center Manager 11/2006 – 11/2013

Cropp Metcalfe Services (Sales/Marketing Residential & Commercial/HVAC & Plumbing) – Fairfax, VA

Managed 25 CSR’s/Dispatchers & 250 technicians; oversaw daily operations of high volume blended calls averaging 7K a day using predictive dialer

Coordinated activities of call center staff to accomplish goals & objectives; upsells for bonus incentives; audits

Handled all duties related to recruiting, payroll, commissions, reviews, training & procedural manuals, escalations, daily & weekly reporting

Achieved customer service objectives by contributing customer service information & recommendations to strategic plans & reviews; prepared action plans; implemented production, productivity, quality & customer service standards; resolved problems; determined system improvements

Knowledge of all job duties & functions for agents, queue call routing, ACD’s, call tracking systems, reporting, IVR’s & call center metrics

Analyzed call volume trends; evaluated staffing & service levels for coaching, developmental training, etc.; monitored incoming & outgoing calls for quality assurance, used for performance base; clear understanding in forecasting variance & enhanced forecast accuracy & effectiveness

Maintained detailed records of call & skill set statistics & call arrival patterns to maximize forecasting accuracy capability

Excellent written & verbal communication; great interpersonal skills, integrity, dedication, time management skills & leadership

Customer Care Admin/CSR (Call Center) 1/1998 – 11/2006

Andersen Corporation (Sales/Marketing Residential & Commercial/Windows & Doors) – Bayport, MN

Call Center agent, call handling, order processor (Baan), quotes upon customer needs

Responded to customer inquiries, dealers & distributors on product & pricing, processed transactions

Communicated offers & promotions to upsell by effective communication

Initiated rollout of new enterprise software solution (Vantive)

Customer Care administrator, assigned passwords, sign-ons for all department administrators to ensure smooth adoption of new program

Partnered successfully with IT working on project revamping sales and service representatives within assigned territories

Strengthened company’s business by leading implementation of realignment of all sales and service reps within territories

Education: Woodson High School 1981 Diploma – Fairfax, VA

Certifications: Washington, DC Bus School 1986; University of St Thomas (Minneapolis, MN) Interpersonal Communications at Work & Skilled in Organizational Behavior 2000; Dynamic Diplomacy; How to Communicate w/Confidence, Clarity & Credibility; Terrific Phone Techniques; Dales Carnegie-Motivational Speaking

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