Customer Service Manager

( (( Angel Canada ( ((

**** * ****** ************, ** 46226 317-***-****

*********@*****.***

Human Resources/ Management

Top-Performing, Definitive Leader with a genuine commitment to quality

improvement, individual development, performance enhancement,

productivity improvement, coupled with expertise in working with diverse

groups and individuals within organizations.

Professional Strengths in:

Leadership & Training

Cross-Cultural Work Environments Counseling & Coaching Staff

Supervision

Quality Management & Improvements Performance & Productivity

Improvements

New Business Launch Policy & Procedure Administration Conflict

Resolution

Education

Master's Degree - Human Resources Development

Certificate- Public Personnel Administration

Bachelor of Arts - Communication-Radio/TV/Film

Indiana State University, Terre Haute, IN

Professional Experience

ALORICA, INC., Terre Haute, IN April 2009-Present

Team Manager (2011-Present) Certified Trainer (2013-Present)

Customer Service

Representative (2009-2010)

As Team Manager, improved first call resolution through focused skill gap

training, providing agents with coaching tools, and created rewards

program for motivation, resulting in 10% increase in customer

satisfaction within one month.

. Facilitate and monitor project start-up, assessing needs, design and

development in the Philippines from training to production. Monitor

and report on project and program results.

. Interim Co-Facilitator in the Philippines including training, coaching

and development, certification, tracking progress of trainees, and

responsible for training reports and plans.

. Directly supervise team members, including planning, assigning, and

directing work; appraising performance; rewarding and disciplining

employees; addressing complaints and resolving problems.

. Coach agents, focusing on skill gap analysis to identify individual

improvement and implement direct coaching strategy to alter behavior

and improve productivity.

. Coordinate activities, and contests to increase employee morale and

minimize turnover.

. Perform call monitoring all on agents as well as update payroll

information.

. Assist in the hiring and interviewing process of Managers and

Leadership Intern candidates.

ALORICA, INC., Terre Haute, IN October 2013-Present

As Trainer, Oversaw training and development of new hires, examine

attrition and learning styles.

. Provide leadership, direction, and support to New Hires and evaluate

performance by established objectives and measurements and provides

constructive feedback on a regular basis.

. Manage the quality of all classroom training activities, including

needs assessment, curriculum improvement, content delivery, and

related training activities.

. Ensure that training was implemented effectively, efficiently, and

according to established quality standards in Mobile, Alabama.

ALORICA, INC., Terre Haute, IN April 2009-October 2010

As Customer Service Representative, Answer phone calls quickly and in a

friendly manner. Resolve product or service problems by clarifying the

customer's complaint; determining the cause of the problems; selecting

and explaining the best solution to solve the problem, expediting

correction or adjustment following up to ensure resolution.

( (( Angel Canada ( ((

1880 6 Street Apt 7 Terre Haute, IN 47804 317-***-****

*********@*****.***

Internship and Volunteering

Big Brothers Big Sisters Internship Responsibilities

. Examine and modify new volunteer training manual.

. Create Fliers and recruit teams for annual Bowl for Kids' Sake event.

. Observed interview process for Bigs and Littles.

. Conducted training for new volunteer manual.

Americorps Volunteer (C.H.A.N.C.E.S for Indiana Youth)

. Cold call for sponsorship for annual Dancing with Terre Haute Stars

Event.

. Collect and obtain donations for events.

. Assist with writing grants.

. Organize and create fliers for events.

Technology Snapshot

Microsoft Office: Word Excel PowerPoint Outlook

Call Center software: Verint 11, Witness Impact 360, Quality Management &

Workforce Management

Proprietary Databases: SharePoints & External Dashboards

Leadership

. President of Zeta Phi Beta Sorority INC Indiana State Chapter.

. Track and Field Team Captain for 2 years.

. National Pan Hellenic Secretary Indiana State Chapter

. Boys and Girls Club Staff Supervisor

. Community service Chair Zeta Phi Beta Sorority INC. Indiana State

Chapter.

. Co-Director of programing for the Indiana State University College

Radio

Selected Accomplishments & Milestones

. Rapidly promoted throughout career to positions of increased

responsibility in management roles and entrusted with difficult

assignments because of a track record of successful execution.

. As a Manager for call center launch in the Philippines, overcame

multiple obstacles despite the cultural challenges and a new

management role. The client indicated launch as one of the most

successful overseas launches. ~ Alorica.

. Received a Client given Big Q award for an excellent call~ Alorica.

. Improved key performance indicators while Team Manager, moving into

competition for first place spot within the site. ~ Alorica.

. As Team Manager, cross-trained and certified in three largest

accounts.

. 2013 quarter 3 power of service reward recipient. ~ Alorica

. As President of the Sorority won NPHC Chapter of the Year, and

Community Service Chapter of the year. ~ Indiana State University

. Zeta Phi Beta Sorority INC. New member of the year 2007. ~ Indiana

State University

. As Track and Field Captain helped lead team to 3rd place conference

win. ~ Indiana State University

. Assist with obtaining record number of interested member in the

Sorority. ~ Indiana State University

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