Customer Service Representative

Joseph Welch

** ******** *****

Dudley, Ma *****

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

Supervisor

Simplex Grinnell LP

November 2015 – Present (5 months)

SRC in Westminster, MA

Oversee daily functions of response center functions, manage day to day operations of call center team

Supervisor

Rodenhiser Plumbing, Heating & Air Conditioning

March 2014 – May 2015 (1 year 3 months)

Holliston Ma

Oversee daily responsibilities of inbound/outbound call center team and processes

Supervisor

Glotech

June 2013 – November 2013 (6 months)

Leominster, MA

manage day to day operations of production team manage supplies ship completed product

Supervisor

Charter Communications

May 2012 – January 2013 (9 months)

Worcester, MA

manage day to day operations of Call Center team implement training of team monitor performance track development

Supervisor

Protocol Global Solutions

September 2011 – December 2012 (1 year 4 months)

Worcester, MA

Oversee Call Center team's daily performance

Manage RTA(Real Time Adherance) for Call Center

Supervisor

Waltham Services

January 2012 – May 2012 (5 months)Waltham, MA

Establish new Call Center

Setup infrastructure

hire employees

develop metrics

establish training curriculum

Merchandiser

Acosta Marketing

March 2010 – September 2011 (1 year 7 months)

Massachusetts

Restock Supermarket shelves

Install product displays in stores

Laborer

Communications Link Service Corp.

January 2009 – March 2010 (1 year 3 months)

Natick, Ma

Install Satellite equipment

manage data uploads

Area Operations Manager

Verizon

September 1988 – December 2008 (20 years 4 months)New England

Oversee day to day operations of inbound/outbound customer service call centers

Manage Customer Care Group

Business Office Service Representative for Billing and Service ordering

Area Operations Manager

Education

Nichols College

University Of Lowell

Mass Bay Community College

Background in Avaya Systems, Microsoft Office, Aspect Systems

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