Profile

Motivated, self-starter with personable business professional with approximately 20 years of service and experience on the Network and Mass Markets sides of the company. Averaging 2nd overall for center objectives placing me in the top 95 percentile over the last year, earning the Work From Home program since launch, October of 2010. Exceeding in team building and management handling development of new and existing employees while maintaining operations. Implementing promotions to keep employees engaged and the environment exciting while staying within budget. Control of increasing revenue while keeping underlying costs to a minimum and strategizing revenue forecasts.

Skills Summary

Project Management

Report Preparation

Written Correspondence

Computer Savvy

Report Preparation

Team Management

Professional Presentations

General Office Skills

Prioritize/Organizational

Programs/Systems*

Totalview

C+

RX

WFA-C

OTTO

ACSR

BOSS

Genesys

CMS-Supervisor

Casper

WFA-DO

WCM

LMOS

WEBSOP

CARS

Salesforce

Microsoft Office Programs

Predictor

DOCS

PPO

ROMS+

ROMS

OSCAR

Employment History

Workforce Managenmenet with CenturtyLink/LUMEN

October 2015 untill April 2023 -Retierd

Work allocation with call center forcasting

Realtime Adherence

SLQ Preformance (queue, chat, ecommerce, manual work

The Ras Superviosor has the or the management off all contact center agent activitys and productivity for Consuner {CSC} Small Business across multiple internal owned CTL/Lupmern internal groups sites and LOBs to emsure that the required and planned stqffing levels are maintained in order to consistently achive service level goals within each line of business in the most efficient and cost-effective manner possible, and to ensure the delivery of an experience to our external customers.

CenturyLink/Qwest

Offline Support July 2013 to 2015

Working service orders that have error in the system, Taking inbound calls from consumer customers Handling MDU Direct TV billing along with working Ecomm and ROMS fallout orders.

Screening Consultant June 2008 to July2013

Taking inbound calls to trouble shooting Large Business, Government and Education, Alternate Provider-resellers, Residential and Small Business telephone out of service issues problems. Screen incoming tickets troubleshooting for resolution. Working with Unbundled Loops from Alternate Providers, dial tone, data and circuits. Taking inbound requests to create, update, and close area outages.

Manager/Coach April 2008 to June 2008

Managing team of 19 direct reports. Coaching Screeners to hit and exceed center objectives. Working in conjunction with CWA union. Working with disciplinary action when necessary. Meeting monthly tasks such as Development and Quality Assurance. Experience with Work Force Management doing in-charge work with center adherence using CMS supervisor and Total view.

Wireless/Sales and Service Consultant October 2003 to December 2006

Answering customer questions while problem solving to create the ideal customer experience. Exceeding in a heavy sales environment accomplishing a personal goal for being selected for the 2006 Qwest Bravo Club. Helping peers hit their objectives and meet the quality expectations. Using fact finding to trouble shoot customers wireless phones. Tying Qwest products and services to the customers’ needs in order to generate Qwest revenue.

Inbound Sales Consultant October 2002 to October 2003

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