Carol Dunlap

*** **** ****

Easton Pa *****

484-***-****

acs9vk@r.postjobfree.com

Objective

To obtain a position where an effective individual, can contribute to organizational goals.

Skills

Proven leadership in support of large operational changes optimizing personnel to drive business objectives.

Microsoft Office 2013 Excel, Word, PowerPoint, Email, Lync

Work History

2011-2014, Synchronoss Technologies

Chat Senior

Program Senior for national chat program for AT&T yielding revenue exceeding 220K yearly.

Managed AT&T customer service chat employees totaling 48 employees.

Grew program from 13 employees to 48 employees within a 3 month period.

Created new Quality Sales checklist to audit all chat agents.

Perform Special audits requested by Service Delivery, Operations or ATT on potential sales chats.

Created and report out daily results from previous day’s performance dealing with overall program and agent performance, daily and monthly sales results and Quality scores.

Calibrate with ATT weekly on audited chats.

Attend weekly meetings to discuss and develop ways to improve the current customer experience.

Quality/ Sales Auditor

Launched new team of Sales Auditors for the Wireline Program.

Created new Quality and Sales checklist to audit all sales agents.

Perform Special audits requested by Service Delivery, Operations or ATT on potential Fraud calls.

Created and report out daily results from completed audits.

Calibrate with ATT monthly on audited call.

Attend weekly meetings to discuss and develop ways to improve the current auditing process.

Escalation Help Desk

Escalations-

Worked with escalated customers to resolve all concerns.

Communicated written and verbally with ATT the resolution of all escalations.

Reporting -

Completed Special ATT data audit and reported via email all completed research.

Inbound Agent 22 States

Certified in Northeast and South Central regions

Maintained a quality score of 98.5% for Inbound and Order Processing

Cross trained Agents in the Northeast region to assist in call volume.

2006-2008, Customer Service Rep, NYK Logistics, Port Murray NJ

Logistic Leader

Incoming /Outgoing calls for clients and Truck Drivers

Responsible for Scheduling of all incoming and outgoing delivery trucks

Maintained Daily Account Receivable / Payable ledgers

Assisted in the warehouse handling multiple responsibilities including:

Picking / Packing of orders

Driving of the Forklift

Loading / Unloading of Trucks

2005-2006, Merchandising Coordinator, AJ Wright, Easton PA

Customer Service Specialist

Responsible for daily cash Reconciliation.

Maintained two departments

Stocking of Shelves

Inventory control

Overall Display

Service Counter focusing on Returns, Layaway, and customer escalations.

Education

NCCC – Medical Office Management

Graduated 1991 Easton HS, Easton PA

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