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Manager Customer Service

Location:
Simpsonville, SC
Salary:
18.00
Posted:
March 15, 2018

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Resume:

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



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