Joni Hervey

**** ***** ****, **** *****, MS. ****3

Primary Number: 662-***-****

Alternate Number: 662-***-****

ac8qa7@r.postjobfree.com (business email)

ac8qa7@r.postjobfree.com (personal email)

CUSTOMER SERVICE PROFESSIONAL

Profile

More than 8 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures.

Possess solid computer skills with typing skilled over 60wpm.

Excellent working knowledge using Microsoft Excel, Microsoft Word, IEX TotalView Workforce Management, PowerPoint and Windows 7.

Ability to train, motivates, and supervises customer service employees.

A team player working as an advocate between management and employees.

Synopsis of Achievements

Decrease attrition rates with scheduling employees’ time.

Proactively monitored employee’s status while on calls.

Proactive planning led to notable increase in morale in all departments.

Guided conference calls between centers to help create employee satisfaction survey, drastically reducing potential problems with scheduling overtime and meeting client’s needs.

Employment

SITEL CORPORATION, Starkville, MS

2013 - Present

Real Time Analyst/Workforce Assistant

Works with regional operation professionals covering many states and overseas to monitor many agents to meet the needs and responsibilities for corporate accounts.

Maintain staffing projections for the site and report information back to site managers and regional operators.

Quickly and effectively report shrink rates and attrition with corporate account managers on conference calls and in person.

Maintain/code agents status on calls whether it be on hold, tardy, ACW, Available, Break, Lunch and/or off of work and constantly seeking new ways to improve agents attrition rates.

SITEL CORPORATION, Starkville, MS

2010 - 2012

Customer Service/Technical Support Representative

Worked with customers to increase satisfaction in our corporate companies by solving issues via phone with their phone services, cable services, computer hardware, internet services and billing questions.

Created revenue for corporate companies by informing potential customers of the benefits of our inspiring products.

Held position of Mentor to enhance the productivity of employees on each individual account to increase customer enhancement.

Worked with trainers to broaden the perspective of new agents so we can create a productive work environment.

Education

East Mississippi Community College, Mayhew, MS

1998

Associate of Arts: Behavioral Science