Quality Assurance Sales

La Royce Brown

Address: **** ****** **** **. ******* Texas 77082

Cell: 832-***-****

Email:********@*****.***

OBJECTIVE: Goal oriented individual in search of a position with potential for growth and recognition as I further my college

education.

EMPLOYMENT HISTORY

S4 COMMUNICATIONS Houston, Texas 07/2011 to Present

SALES MANAGER

• Manage a sales team of 20 agents required to perform outbound calls to potential clients for AT&T.

• Coach and develop agent performance and provide necessary feedback to maintain performance expectations.

• Consistently exceeded monthly performance goals while maintaining high Quality Assurance scores.

QUALITY ASSURANCE ANYLST

• Listen to sales and random calls that were made by agents to provide feedback for management.

• Attend calibration sessions held by the client to discuss calls to identify behaviors of the sales floor.

• Keep track of daily evaluations made on agent from the week to week for the Win Back Campaign.

• Verified all sales calls on a daily basis, along with issuing red alerts to those in violation of AT&T guidelines.

ADVANTAGE STAFFING/S4 COMMUNICATIONS Houston, Texas 12/2009 to 07/2011

MARKETING CONSULTANT

• Market and sale AT&T U-Verse digital T.V, internet and phone service.

• Input installation orders into the CRM ordering system.

• Give understanding and clarification to customers on products and promotions that would best suit their needs

• Made business to business sales call for AT&T Valued Client Telemarketing Group.

CONVERGYS Houston, Texas 10/2008 to 03/2009 (lay off)

CUST SERV & PROBLEM RES REP II

• Interface with customers via inbound or outbound calls or the internet for the purpose of resolving routine problems with

products or services.

• Clarify customer requirements; probe for and confirm understanding of requirements or problems and meet customer’s needs

through first contact resolution.

• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

SELF-EMPLOYED WRITER Houston, Texas 03/2006 to Present

FREELANCE WRITER

• I’m working on my second novel and greeting card line.

PARK WEST STAFFING Houston, Texas 12/2004 to 02/2006

AUTHORIZATION REPRESENTATIVE

• Received inbound calls providing authorizations to card holders.

• Cancelled cards when cards had been compromised, such as lost or stolen.

• Also assisted customers with account information, transaction use and billing.

• Performed light data entry and submitted invoices at the customer’s request.

RELIANT ENERGY Houston, Texas 03/2001 to 11/2004

CUSTOMER SERVICE REPRESENTATIVE

• Interact with customers, and analyze accounts to resolve billing inquiries, negotiate payment options/deposits and provide

customers with assistance in obtaining various company products and services.

• Interface with a wide variety of people both internally and externally in a diplomatic manner.

• Effectively utilize resources, i.e. computer systems, software programs and phone equipment.

• Consistently apply knowledge required to perform technical and procedural aspects of the position.

• Diffuse customer escalations.

SKILLS: S View/SAP/TESS/CSG/Polaris/Remedy/10 Key Adding Machine/Windows/Cable Master/Data Entry/CRM/Strata/Word &

Excel

EDUCATION

Westwood College Houston, Texas

Community College of Denver Denver, Colorado

Loyola University New Orleans, Louisiana

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