SIRETHA PARKER

**** ***** ***** **** ****** CA **792 H: 626-***-**** ac8i8q@r.postjobfree.com

SUMMARY

I have extensive call center management experience having worked and trained with Automobile Club of Southern California for over 30 years. Their training program included Effective Leadership, Time Management, Hiring Processes and Principles, Conflict Resolution and Team Building. I have a well-rounded consultative coaching and management style with vast interviewing and hiring experience.

SKILLS

Proficiency in the development of superior customer service.

Vast experience hiring, training, developing, motivating coaching, evaluating and retaining qualified staff.

Team building that effectively supports ownership goals, programs, products and services.

Effective in maintaining service levels, data accuracy, and consumer satisfaction.

Call control including managing average handle time, average talk time, after call work not ready time and hold percentage time.

Leading workflow distribution and floor management to ensure service levels are satisfied.

And Monitoring scheduled daily adherence.

EXPERIENCE

12/2013 to Current

Apheresis Coordinator American Red Cross Fountain Valley, CA

Responsible for collaborating and maintaining an adequate schedule of Apheresis donors, stressing the importance of platelet donations to cancer patients in need.

Educating whole blood donors as potential candidates to be converted to platelet donors in support of our Apheresis Department.

Maintain an accurate donor base of active Apheresis donors to ensure accuracy meeting exceeding daily, weekly and monthly goals as assigned.

Reactivating lapsed donors, with specific initiatives on how vital platelet donations are.

Representing and promoting the American Red Cross mission to donors and community as appropriate and all lines of business associated with Blood Services, Chapter and Disaster Services.

Ensure donor's eligibility guidelines are met to promote designated donations of platelets, double-red cell, plasma or whole blood, specific and appropriate for designated blood types and immediate needs of the organization

Take initiative to be proactive to participate and take the lead in special campaigns, local or national promotions such as Dodgers/Angles, KLOS and other campaigns to ensure execution is clear, concise and successful.

Maintain effective and optimal relationships with collection staff, volunteers, donors and community members.

Ultimately accountable for the Fountain Valley facility success of the Red Cross Biomedical Services unit and its ability to serve the needs of hospitals in Southern California. Results have exceeded expectations in a challenging and highly competitive environment.

10/1978 to 12/2012

Call Center Supervisor Automobile Club of Southern California Burbank, CA

Directed call center operations as a liaison between members and service providers.

Administer performance management y identifying improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans.

Interviewing, hiring and training of customer service representatives.

Monitor interaction between staff and members to ensure quality assurance standards.

Writing and performing mid-year and annual performance reviews. Identify areas and implement measures to improve performance levels and meet objectives.

Conduct one on one coaching sessions to meet performance goals.

Team leader motivating and supervising both inbound and outbound call center staff.

Conducted hundreds of interviews with responsibility for the placement of employees.

Ensured strict adherence to company policies and procedural guidelines.

Provide customer service excellence and technical support on telephone systems.

Kept apprised of products, services, promotions and customer benefits.

Responded to customer calls and inquiries regarding member products and services.

Expedited and facilitated the escalation of customer service issues.

EDUCATION AND TRAINING

Business Management Everest University

Call Center of Excellence Purdue University

Effective Leadership/Time management Franklin-Covey

Hiring Process and Principles Targeted Selection I & II

Conflict Resolution and Team Building

SKILLS

MS Word, Excel, PowerPoint, Genesys and Meridian Call Center Systems. Strong writing and oral communication, conflict resolution and problem solver.

SALARY HISTORY

Base Salary $50,000 plus full benefit package.

REFERENCES

Professional: Rocio Hernandez – Call Center Supervisor – 714-***-****

Tara Smith – 818-***-****

Personal: Richard Roman – Contractor – 909-***-****

Mykala Brown – Business Owner 626-***-****

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