Call Center Manager Telecommunications Trainer

ADA TRUESDALE

***** ****** **** **., ********, TX 77407 H: 281-***-**** C: 281-***-**** ************@*****.***

Summary

Telecommunications and Customer Service professional with extensive

experience in supervision, training, billing, collections and customer service. Exceptional ability to develop

strong teams and best practices that achieve desired results. Ability to communicate effectively, both oral

and written

skills. Superior organizational skills, problem solving and leadership skills. Expertise in

executing multiple and simultaneous projects Successful application modeling and

recommending applicable products to meet customer needs A history of performance

improvements by focusing on team building, training and process improvements. Evidenced by

increase in sales and reduction in billing errors. Ability to think critically and act logically

demonstrated ability to direct the work of other functional organizations Ability to focus and

Deliver pro actively in a dynamic, multi tasking, fast pace environment.

Customer Service Manager committed to delivering success through effective personnel and

workflow management. Customer Service Manager with track record of developing a quality

call center workforce.

Highlights

Call center management experience Conflict resolution proficiency

Dedicated to process improvement Strong problem solving ability

High customer service standards Customer service management expertise

Accomplishments

Exceeded corporate target for customer satisfaction for 9 months in a row.

Managed call flow with up to 10 calls in queue per minute.

Exceeded all areas of performance as a Call Center Manager in 2007

Experience

Training Delivery Manager

Jan 2010 to Current

Teleworld Staffing Pasadena, TX

Facilitate telecommunications curriculum and web based training in SW, West and MW

Regions.

Curriculum includes telecommunication products (consumer, business and complex

telecommunications business products, sales, implementation and billing.

DSL, Uverse and systems Collected customer feedback and made process changes to

exceed customer satisfaction goals. Made reasonable procedure exceptions to

accommodate unusual customer requests. Addressed customer service inquiries in a

timely and accurate manner.

Developed effective relationships with all call center

departments through clear communication.

Prepare reports, lessons and presentations via PowerPoint.

Communicate information to and from internal and external departments.

Schedule and conduct training, meetings and other arrangements pertaining to

training.

Coach, monitor and develop Customer Service Representatives to achieve desired

results.

Monitor calls for adherence to Methods and Procedures Motivate representatives to

increase quality and sales performance.

Manager Methods and Procedures

Sep 1980 to Mar 2009

AT&T Inc. Houston, TX

Methods and Procedures Liaison for 7 Solution Providers for AT&T Train Service

Representatives on Product Knowledge, Sales Built customer loyalty by placing follow up

calls for customers who reported product issues. Ran reports and supplied data to fulfill

customer report requirements. Maintained up to date records at all times.

Billing Analyzed sales reports to determine root cause of sales decline.

Implemented methods and procedures on reducing errors to improve and increase

sales performance Resolved complaints filed at the Public Utility Commission.

Draft reports and correspondence to Vice Presidents of different market segments.

Analyze situations or customer issues to determine priority and appropriate action

required.

Communications Consultant/Project Management

Sep 1980 to Mar 2009

AT&T Inc. Pasadena, TX

Executed presales and sales to Government, Education and Medical Accounts.

Direct Interface with Customer Resolved all billing issues pertaining to installation

charges and monthly recurring charges.

Work independently and as a team on projects to meet customer deadlines Project

manage complex telecom projects (pricing; down time; due dates; collaborate with

other departments.

Service Representative

AT&T Inc. Houston, TX

Answered calls via ACD (call center) for business customers.

Responsible for sales, billing and collections.

Prepared forecast report for open key requirements.

Respond and resolve correspondence and inquiries pertaining to customer complaints.

Worked in team environment to meet individual and team goals.

Developed process improvements to enhance efficiency and effectiveness of inter department

call center operations

Properly directed inbound calls in phone queues to improve call flow.

Education

Bachelor of Arts, Business Administration

University of Saint Thomas Houston, TX

Microsoft Office Suites (word, excel, power point, outlook and access). SAP

Certificates of Completion 7 Habits of Highly Effective People Power Talk Participative

Management Six Sigma White Belt Social Styles Tracom

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