Customer Service Sales Representative

Joseph Petrie

***** ******* **** ? Utica, Ohio **080

Home: 740-***-**** ? *********@*****.***

BUSINESS DEVELOPMENT LEADER

SUMMARY OF QUALIFICATIONS

As a potential candidate to your company, my objective is to present myself

as an individual who is committed to personal and organizational success.

This is best illustrated by my commitment to process improvement and

personal development within a framework of high standards and ethics. My

approach to leadership is by example. I am an excellent communicator and

have demonstrated performance in strategic planning and multi-site

management in a broad range of public and private sector organizations.

PROFESSIONAL EXPERIENCE

CBC Innovis, Columbus, Ohio

October 2011 to August 2013

Customer Support Manager

CBC Innovis provided risk management solutions to customers in the

business, government and not-for-profit sectors. My direct responsibilities

include managing an inbound/outbound phone and data center that provided

and supported specific products and services to financial institutions in

the consumer mortgage area.

Selected Achievements

. Analyzed internal procedures, processes and policies and made

recommendations to senior management to improve operational

performance.

. Determine staffing requirements, to include interviewing, hiring,

training and scheduling.

. Maintained team member attendance and payroll records.

. Managed staff of 12 team members and 1 supervisor. This included

scheduling and assigning work tasks and involved ongoing coaching of

individual team member and overall team development.

. Coordinated scheduling activities and assets on a daily basis with my

counterparts in Pittsburgh and Phoenix to meet quality and service

level objectives.

. Developed and implemented new training and coaching activities to

improve the quality and to increase communication and uniformity.

. Conduct monthly (MPG's), one on one sessions, with every team member

that reviewed previous months results in meeting specific performance

metrics. During these monthly sessions, we also developed action plans

for those team members not meeting expectations.

. Conducted weekly call reviews with each team member to ensure call

quality and compliance.

. Reviewed and compiled data daily, weekly and monthly to monitor

individual and team performance.

. Responsible for establishing goals and deadlines for the group.

. Successfully introduced Calabrio Workforce Management software to the

Columbus call center while, at the same time, we were merging our

Columbus, Pittsburgh and Phoenix operations.

. Prepared correspondence, manuals, reports as requested by senior

management and ownership.

AT&T Business Services, Reynoldsburg, Ohio

November 2001 to March 2011

Business Customer Service & Sales Representative

Responsible for servicing the telecommunication and data needs of AT&T

business clients. We were required to meet specific quantitative and

qualitative service and sales targets. We offered all levels of

telecommunication and data solutions.

Selected Achievements

. Analyze internal processes and procedures and submitted

recommendations to senior management.

. Coordinated activities with the leadership teams in multiple locations

to ensure consistency and uniformity with a focus on enhancing the

client experience.

. Responsible for interpreting and communicating work procedures and

corporate policies to all team members.

. Recipient of numerous awards for customer service and satisfaction.

Tech2Work, Columbus, Ohio

1999 to 2001

Executive Vice President

Tech2Work was a start-up organization that created interfaces, was an

Application Service Provider and provided other Internet processes designed

to provide virtual services to multiple types of companies. Many clients

were not-for-profit groups and state agencies that conducted training and

fundraising through Internet promotion.

Selected Achievements

. Hired, trained and placed in-house and home-based agents with a

specific focus on seniors, individuals with disabilities and welfare-

to-work individuals.

. Managed Human Resources and all employee personnel matters.

. Developed a $5M Welfare-to-Work Competitive Grant Application to fund

training and long-term sustainable and unsubsidized employment for

persons with disabilities in a 6-county area.

. Spearheaded the negotiation of a partnership agreement with the Ohio

Department of Corrections to train incarcerated mothers for career

development.

. Held shared budgeting and P & L responsibility as 1 of 4 key partners

and as a Board of Director Member.

. Consulted with Habitat for Humanity to develop a prototype that would

provide Internet workstations to residents, thus enabling them to

pursue work-from-home positions.

State of Ohio, Division of Travel and Tourism, Columbus, Ohio

1997 to 1999

Telecommunications Coordinator

The Division of Travel and Tourism was comprised of 30 employees. It

operated a primary office plus an external fulfillment facility and one off-

site call center. It worked within The Ohio Department of Development.

Selected Achievements

. Designed, developed and managed the state tourism information lines 1-

800 BUCKEYE and the OhioTourism.com Internet site; increased inquiries

to more than 1M annually.

. Facilitated over 15 public and private partnerships between Ohio and

profit and not-for-profit companies to revitalize the state's travel

and tourism industry; trained participants.

. Led the retention of an outside call center to handle inquiries; first-

ever event raised customer response rates to an all-time high of 90%.

Facter Direct, Ltd., Los Angeles, California

1995 to 1997

National Director of Telemarketing

Facter Direct was an organization that focused on fundraising through

telemarketing. Facter Direct operated sites in Denver, Seattle, Los Angeles

and Vancouver, British Columbia. I was responsible for and managed a staff

of 200 team members, 8 supervisors, and 2 trainers.

Selected Achievements

. Determine staffing requirements, interview, hire, trained and

conducted exit interviews.

. Managed staff, including preparing work schedules and assigning

specific tasks.

. Coordinated controlled, directed, organized and planned training

activities.

. Discussed performance concerns with team members to identify causes

and to works towards resolution.

. Analyzed ongoing all internal procedures, processes and policies to

improve daily operations.

. Devised and instituted a sustainer program that allowed donors to

authorize automatic withdrawals from their checking accounts;

significantly increasing fulfillment rates.

EDUCATION

"The International Society for Six Sigma Certifications

Cincinnati, Ohio

Lean Six Sigma Black Belt Instruction, April 8, 2011

<http://businessdirectory.bizjournals.com/cincinnati/education/2332270/the-

international-society-for-six-sigma-certifications.html>.

Franklin University, Columbus, Ohio

Masters of Business Administration: May 14, 2006

Ohio Dominican University, Columbus, Ohio

Bachelor of Science Business Administration August 1, 2004

MILITARY SERVICE

US Army National Guard

Combat Engineer - Honorable Discharge July 4, 2004

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