Supervison, Operations, Maintenance, Sales and Customer Service.
Resume:
GENE GULLEDGE
**** ****** **, ***********, ********
309-***-****/Mobile, ****.**********@*****.***
PROFESSIONAL SUMMARY
Twenty years of Supervisory and Management background to include most recent management of Call Center Operations while maintaining high customer service standards and meeting company goals. I have a proven track record of excelling in job performances as well as being a leader. Also excels at strategic planning, building high-performance teams, and implementing best practice methodologies and continuous improvement programs. Proven areas of expertise include:
- Supervision of Call Center Operations - Customer Service - Workforce Management
- IEX Total View Implementation - Supervisory Training - Forecasting Models
- Coaching and Mentorship - Leadership Training - Effective Communication skills
- Detail Oriented and Problem Solving - Quality Standards - Safety Inspection/Audits
- Switch Engine Experience - Rail car movement - Switch Yard Experience
- Proficient Heavy Equipment Operator - Bull Dozer/Excavator/End Loaders/yard tractors/bush hogs/flail mowers/Dump Trucks/Water Trucks
TECHNICAL SKILLS
Word 97/2000/2007/2010/2016, Excel 97/2000/2007/2010/2016, PowerPoint 97/2000/2007/2010/2016, Windows 2000, XP, Vista Windows 7 OS, ACSR – ACP – CSG Systems/BANTA/Total View/Systems, Phone Switch/IVR, Diego Application Software, AURORA Provisioning Tools, SQL queries, Sarbanes-Oxley (SOX), Cognos Reporting, Technical support/database software
PROFESSIONAL EXPERIENCE
Mediacom Communications Corp., Chillicothe IL July 2006 - Present
Inbound Sales Supervisor
Top Sales Team for 2017 reaching 73% Close Rate and 2.3 PSUs per sale.
Meeting daily and monthly sales goals and incentives to maintain and exceed them.
Responsible for 14 team members call stats and adherence to schedules.
Providing Excellent Customer Service and taking care of escalated issues.
Going above and beyond to resolve customer conflicts
Reporting of variances of hold times, call volume, and current staffing.
Coaching and mentoring agents to improve and educate them on becoming more successful.
Analyzing raw sales data on hourly reports, distribute to team members, and focus and work with individuals who were falling behind sales stats.
Created custom cube reports in our Cognos Reporting System.
Retention Supervisor
Responsible for 18 team members call stats and adherence to schedules.
Handling of escalated customer issues.
Reporting of variances of hold times, call volume, and current staffing.
Monthly sales goals and incentives to maintain and exceed them.
Coaching and mentoring agents to improve and educate them on becoming more successful.
Charter Communications, Greenville SC March 2003 – March 2006
Advance Services Supervisor
Responsible for maintaining quality standards in a Call Center Environment.
Work to ensure customer satisfaction for Charter Communications Services.
Resolve DVR and HI Def issues using Diego Software, and AURORA Provisioning tools.
Maintain daily reporting for Call Center goals.
Resolve customer escalated issues regarding billing, repair, and installation.
Customer Service Supervisor
Responsible for maintaining quality standards in a Call Center Environment.
Work to ensure customer satisfaction for Charter Communications Services.
Maintain daily reporting for Call Center goals.
Run and maintain Bi-Weekly Federal Reporting (Sarbanes-Oxley i.e. SOX).
Resolve customer escalated issues regarding billing, repair, and installation.
Provide training to a 17 member team of representatives.
Overnight Customer Service Supervisor
Responsible for overnight operations of the Greenville Contact Center.
Coverage areas include GSA, WNC, Georgia, and Alabama (approx 900,000 customers).
Reporting nightly issues regarding service levels, service outages, and resolutions.
Supervising an overnight team consisting of 14 members.
Providing solutions for customer issues real time.
Operations Lead
Assist in daily operations and communications throughout the call-center.
Educate and assist customers when CSR’s escalate calls.
Communicate with our different dispatch offices from N.C. to GA.
Run reports on CSR’s for supervisors on RTA (Real Time Adherence).
Broadband Customer Service Representative
Sell Charter Communications products to customers.
Troubleshoot problems and billing issues with customers.
Basic customer service training and had to learn two different billing systems.
(October 2001 – March 2003; pursuing education while working short term contract assignments.)
AIMCOR, (Garyville LA, Port Arthur, TX, Corpus Christi, TX locations) Aug 1989 - Sept 2001
General Supervisor
Administration of operations and maintenance of a Delayed Coker Unit and Barge Loading facility.
Wrote and maintained Standard Operating Procedures and J.S.A. Logs.
Assisted in setting up safety program and held weekly safety meetings.
Familiar with CAA, CWA guidelines.
Assist in installation and set up computer network system using citrix servers.
Interpreted blueprints and schematics for maintenance and service purposes.
Shift Supervisor
Daily use of network computer for maintenance and operational purposes.
Use if Switch Engine for loading, and transport of rail cars to barge loading facility
Assist Network Administrator for trouble shooting citrix server problems.
Trained, supervised and evaluated employees to improve & achieve work objectives.
Performed weekly and monthly safety inspections and audits.
Created and maintained a perpetual spreadsheet using Microsoft Excel to track employee hours, vacation days, and overtime with weekly and year-to-date calculations.
Heavy Equipment Operator/Laborer Operator
Operated heavy equipment for loading ships, barges, and trucks.
Operated Switch Engine
Use equipment to maintain storage area for petroleum coke.
Loaded ships and barges.
General labor duties and train to operate heavy equipment.
Education
Columbia College, Columbia MO
Computer Science
Alvin Community College, Alvin, TX
Architecture and Structural Design
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