Customer Service Manager

Joe Parnell

Area Manager/ Center Sales Manager / Performance Development Coach - AT&T &

BellSouth Telecommunications

Jacksonville, FL 32258

**********@*****.*** - 850-***-****

Manager in sales and service with over thirty-nine years' experience in Call Center Customer Sales and Service related fields including domestic and international Vendor Markets, Credit and Collections, Customer Service, Staff Support, Labor Relations, and Human Resources. Able to work on own initiative or as part of a team. Leadership skills involving managing, developing, and motivating teams to achieve their objectives. Highly productive in a high volume, high stress, ever changing environment. Looked to as the Human Resources point of contact for interviewing, hiring, and firing. Highly successful working relationships with work forces that included both Labor Unions and non-represented employees. Authorized to work in the US for any employer

WORK EXPERIENCE

Area Manager/ Center Sales Manager / Performance Development Coach AT&T & BellSouth Telecommunications - 1976 to Present

• Create Training and Development to achieve optimum job performance while motivating teams to achieve and or exceed monthly objectives.

• Coach and develop employees on improvement processes in sales and customer service objectives, call handling, system navigation, talk time, handle time, and attendance.

• Train employees on implemented policies and procedures to meet or exceed performance requirements.

• Conduct routine team meetings to communicate sales and service results and goals.

• Observe and evaluate employees remotely and side-by-side, to ensure all policies and procedures are being followed.

• Handle higher management appeals for entire Customer Service Unit

• Negotiate Labor Relations grievances with Communications Workers of America.

• Schedule and arrange adherence to Call Volume force requirements within the Call Center.

• Serve as the Subject Matter Expert on several product features as well as operational processes, i.e. Call Flow Compliance.

• Create and maintain reports that detail production measurements, operational costs, and employee performance.

• Workforce Manager for several Call Center Units managing call volume, Adherence, Average Handling Time, Headcount, and Overtime scheduling requirements.

• Conduct team-building meetings to improve overall effectiveness and productivity.

• Analyzed and responded to reports and communications from customers, employees, higher management, corporate headquarters, and outside agencies in a timely fashion.

• Managed and lead both Supervisory and Non-Supervisory employees.

• Traveled domestically and internationally to introduce and train optimum performance to Vendor Markets Upper Management on the Company's "Customer Rules Feedback Tool" customer survey process.

• Successfully handled Employee-Labor Union disputes with a win-win out come. CERTIFICATE AND HONORS

• Past President-Future Pioneers of America

EDUCATION

Bachelor's in Real Estate

Burt Rodgers School of Real Estate - Pensacola, FL 1993 to 1994

Bachelor's in Business Management-Administration

Gulf Coast College - Panama City, FL

1975 to 1976

SKILLS

Computer: Windows Professional Edition and above, Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access). Interpersonal: Communication (written and verbal), Leadership, Labor Relations, and Organizational and Administrative Skills. (10+ years) AWARDS

City of Parker City Commissioner

October 2002

Elected for two 4 year terms.

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