B R I A N A CORLISS
*** ******** ****** ************ * • 864-***-**** ac4tkm@r.postjobfree.com
OBJECTIVE
Experienced call center Operations Manager with knowledge of multiple levels of call center employment seeking to join the recruiting team and source quality candidates using that experience.
EDUCATION
Keiser University Melbourne, Florida
General Classes
EXPERIENCE
American Credit Acceptance
Supervisor collections
Spartanburg, SC January 31st, 2017 to present
Manage a group of 8 agents
Coach and develop agents to become high performers in the kpi report
Perform daily audits and provide agents with end of month reviews
Interview potential candidates
Motivate employees daily
Concentrix
Operation Manager Greenville, SC January 4th 2016-September 1 2016
Managed a department of up to 28 employees
Review employee referral resumes and determine qualifications for the department
Perform interviews for new agents since Feb 2015 and determine if they meet requirements
Complete all onboarding procedures by creating new employee access to client systems
Perform any off boarding for agents upon resignation or termination
Work with training department to ensure that all material is being delivered correctly and new agents have all necessary tools before taking live calls; assist in training new hires
Motivate team members to achieve the highest in sales
Collaborate with management staff to ensure coaching session are performed each week
Work with VZT client weekly to verify Concentrix is performing within standards and discuss upcoming changes for the project
Process end of the month compensation for agents who meet guidelines for bonuses
Complete payroll reports, departmental reports and schedules on time
Attend weekly performance reviews with the client and upper management
Review KPI reports
Promoted to Supervisor August 2015-January 3rd 2016
Managed a team of 13 agents and performed 2 coaching sessions each week per agent
Managed attendance issues, implemented necessary action and complete performance reviews
Provided client updates to staff and ensured they make adjustments accordingly
Motivated staff and provided helpful tips to help become top agents
Collaborated with Operations Manager to make sure any necessary training or tasks were completed by deadlines
Assisted Operations Manager in performing interviews for new agents and reviewing any referrals received to determine if they met department standards
Promoted to Training assistant February 5th 2015-August 2015
Assisted head trainer with training new agents
Provided learning strategies on call flows and updated job aids
Assisted with preparing agents for certification call and in taking live calls
Retention/Sales Specialist August 2013-August 2015
Completed outbound collections on past due accounts
Prevented account cancellations and suggested new account products
Educated value on safety and security packages
JPMorgan Chase
Promoted to Quality Specialist Melbourne, FL Feb 2011- July 2013
Reviewed the completion of a trial modification and process the final modifications
Review final modification terms and make sure they are correct and meet guidelines
Submitted approved modifications for final documents to be generated
Promoted to Relationship Manager August 2010-February 2011
Assisted borrowers in completing necessary documents for loan modification review
Accepted incoming calls and make outbound calls
Managed 160 files and met a certain quota each day
Collector February 2009 - August 2010
Completed outbound calls on an automatic dialer system
Set up payments on borrowers home loans to either bring the past due balance current or setting up just one payment
Percepta
Promoted to Customer Care Specialist Melbourne, FL Dec 2007-February 2009
Communicated with Customers, Dealerships and Zone Managers to resolve Ford vehicle issues
Processed 100 loans, sending out contact letters and making outbound calls
Authority to provide financial assistance to customers regarding any vehicle repairs
Customer Service Representative March 2007- Dec 2007
Accepted inbound calls, speaking with customers regarding their Ford, Lincoln or Mercury vehicle
Advised if the situation needed to be escalated or would provide a denial on a customer’s vehicle situation
AWARDS
Unsung Hero Award
Perfect Attendance
Top Collector
Race to the Finish
SPECIAL SKILLS
Processing new employees
Create job aids
Excel
Power-point
Microsoft Word
Outlook
LPS
MSP
Lenderlive
WPII
SmartBPM-Default Workflow
Agent Desktop
Oasis
Seibel
Zimbra
Converge
ADP
Issuetrak
IEX
CCS (Client Contact System)
Lisa