Manager Quality Assurance

SUMMARY

Accomplished, forward thinking leader and professional with 15 years of experience in Fortune 100

company. Adept in managing key functions within call center operations all the while meeting tight

deadlines and meeting/exceeding targeted objectives on a consistent basis. Exhibit superior communication

skills while collaborating with all organizational levels and spearheading new programs.

E XPERTISE

*Team Leadership *Training *Workforce Management *Call Center Operations

*Program Development *Compliance *Research & Analysis *Project Management

*Customer Relations *Quality Assurance

*Recruiting

*Scheduling/Planning

Professional Experience

SPRINT CORP. (Altamonte Springs, FL) 1999 to

Present

AS Supervisor II Escalations Project Management 2011 to

Present

• Oversee Project Management for my site, partnering with internal and external stakeholders while working on

multiple projects concurrently.

Accountability for a team of 18 Rep IIs comprised of several key positions, including Floor Supervisors,

•

Escalation & Billing team, Training Specialists, and WFM analysts

Lead Floor Supervisors and Escalation group each supporting a team of up to 15 specialists.

•

Manage Billing Research team; accountable for all adjustment within site and identify issues within billing

•

system to report and resolve in a timely manner.

Hiring Manager involved in areas of staffing, hiring, recruiting

•

Training, continuing education, and assessments for site.

•

Oversee the WFM team which enables real time visibility and management of staffing, adherence, and service

•

levels.

Work cross functionally with Training, Site Leadership, and individual business units to drive results and

•

introduce enhanced processes.

Responsible for employee relations programs, including recognition programs and celebrations.

•

Own, resolve, and contain escalations for my site and Senior Management

•

S u p p o r t all aspects of call center, including M&Ps, KPIs, and the creation/tracking of escalation

•

ticketing system and performance data base.

Supervisor Account Services 2006 to 2011

Led team of 15 customer facing specialists, responsible for driving customer satisfaction and generate revenue.

•

Responsible for motivating, training, and performance for my team.

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Initiated on going processes to drive performance for my team and the site.

•

Manager POC; working with up to 8 supervisors and 120 specialists to ensure all objectives are met.

•

Consistently in the top 5% for performance year of year within in my site

•

SPRINT CORP. (cont’)

Specialist – Activations/Care/Account Services 1999 2005

• Responsible for researching complex billing issues

• Growing net ads, and increased revenue while driving the customer experience.

• Up selling on existing account base

• Activations and Plan changes

Education

Eastern Florida State College, Melbourne, Fl.

B.A. Business Management, Expected 2015

Eastern Florida State College, Melbourne, Fl.

A.A. Business Management

T OOLS / T ECHNOLOGIES

all

C Center

Technologies: IEX TotalView

Telecom

Switches: Aspect • Cisco

Software: Microsoft Word •Excel • Access • PowerPoint • Project

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