Customer Service Management

Joseph L. Wade

**** ***** ****** ***** ***********@*****.*** Cell: 229-***-****

Valdosta, GA 31602

Professional Highlights

> Extensive management experience in telecom and customer service with a

solid academic background in Organizational Performance, Management,

Business and Business Administration.

> Excellent communicator with strong leadership skills and the ability to

build cohesive, productive teams while fostering and encouraging

creativity and individual expression.

Areas of Expertise

Motivation Performance Management Teambuilding

Quality Coaching Change Management Technology Innovation

Improvement Intervention Coaching/Mentoring Leadership

Work Experience

Convergys Corp. - Valdosta, GA 10/06 to Present

Supervisor, Convergys Corp., Valdosta, GA (2006 to present) Oversee 20 team

members and enhancement of customer service to ensure process integrity and

system stability for user areas.

Customer Service Representative,

Customer Service Billing Representative,

Problem Solving Resolution Representative,

Coach, Sales Improvement Coach

Significant Accomplishments

. Promoted several team members to leadership roles with in the

organization.

. Developed a cohesive, productive work team of individuals from diverse

areas of the organization, utilizing strong interpersonal and

leadership skills to foster and encourage teamwork and cooperation

among team members and with user areas.

. Utilized TQM principles to implement several internal process

improvements that have resulted in hundreds of time-saving hours

annually.

. Implemented performance intervention plan to increase team Net

Promoter Scores via PCDA model

. Promoted to Management after only 1 year as a Coach.

Education

Bellevue University - Bellevue, NE Current

Current; concentration in M.S Organizational Performance

Training: Performance Management, Designing and Conducting

Performance Improvement Intervention, Coaching and Mentoring

for High Performance, Leading for Innovation, Leading

Organizational Change, Stimulating Creativity In Organizations,

Organizational Design, Talent Management, Ethical Decision

Making, Crafting a Strategic Vision, Applied Management

Research

Bellevue University - Bellevue, NE Graduate

Graduate; concentration in B.S. Business

Training: Business Communications, Decision Making in a Business

Environment,

Foundations of Fiscal Management, Business Accounting and Finance, Business

Marketing

And Supply Chain, Management of Information Systems, Business Management

and

Organizational Behavior, Global Business, Management

Georgia Military College - Valdosta, GA Graduate

Graduate; concentration in A.S. Business Administration

Training: All Microsoft Office Programs, Accounting, Sales Strategies,

Inventory Control,

Time Management, Leadership.

References available upon request

Contact this candidate