Joy Sours

Call Center Supervisor for Inbound and Outbound Call Center

Surprise, AZ 85388

ad452d@r.postjobfree.com

623-***-****

To Secure a position with a growing company using my past experience and Leadership skills. Over 20 years of Call Center Experience

20+ years in a leadership role

Strong Mentoring skills

Results Oriented

Thought leadership skills

Work Experience

Account Manager

National Credit Adjusters LLC - Peoria, AZ

August 2020 to Present

Negotiating with clients to find the best outcome for the company and clients. Take inbound and outbound calls. Maintaining my production hours, increase my contact and promise rate. Make sure I am available to our clients. Mentoring new hires when they released from training. Call Center Supervisor for Inbound and Outbound Call Center Christian Brothers A/C, Plumbing, and Electrical - Glendale, AZ October 2015 to June 2019

• Managed Call Volume to reach daily goals.

• Trained New Hires on Phone Verbiage and Success ware.

• Completed Monthly One to One's with customer service reps to help them reach their goals and the company's overall monthly business goals.

• Marketing assistant- identified companies to utilize for additional leads to bring in more call volume.

• Recruitment- participated in the hiring for customer service and Plumbing and Air Conditioning and Electrical technicians.

• Events planner- planned all companies Barbecue's celebrating the employees Birthdays and Anniversaries with the company. Planned company volunteer projects donating our time to assist with the homeless and less fortunate.

Call Center Manager

Orangutan Home Services - Phoenix, AZ

January 2015 to December 2015

for Inbound and Outbound Call Center

• Managed 72 Employees in Call Center

• Managed call volume on Auto Dialer, 15 different campaigns, maintenance calls, service calls, sales calls.

• Completed training for new Employees, phone verbiage, vici dial, Success Ware, telephone technique.

• Recruiting for Call Center

• Completed one to one's with each employee to discuss their expectations, and to assist them in reaching their goals.

• Dispatched for the Sales Department, ensured each salesman received their calls and documented what they sold. Best Sales person to the best job maximizing efficiency. Liaison between Clients and Creditors

Take Charge America - Phoenix, AZ

November 2005 to January 2012

11/05-01/12

• Certified Debt Counselor-managed my own portfolio.

• Managed a high capacity portfolio of 490 clients monthly.

• Educated clients to utilize financial programs to assist them in becoming financially secure.

• Offered counseling in financial decisions.

• Liaison between Clients and Creditors.

Team Leader

American Express Company - Phoenix, AZ

April 1985 to September 2005

of 15 High Balance Collection Team Members.

• Established goals and communicated team expectations, motivating team members to achieve their goals.

• Maintained 98% employee satisfaction among team members through Leadership Feedback and Awareness meals results.

• Practiced exceptional oral and written communication skills with all levels of management.

• Demonstrated coaching & coaching skills with team members.

• Identified strengths & learning opportunities to enhance team effectiveness & performance.

• Partnered with other business groups to develop process improvements to achieve business objectives.

• Utilized proven analytical problem solving and decision- making skills to enhance customer relationships in a fast-paced incoming call area.

• Partnered with our outside agencies in sharing best practices & working together to close gaps in process improvements.

• Assisted with auditing procedures for compliance purposes Accomplishments

Customer Service Teamleader

Business Finance - Phoenix, AZ

October 1985 to June 2005

Caribbean cruise won at Small Business Conference for leadership And employee satisfaction-1999

Center head

American Express - Phoenix, AZ

2005 to 2005

Cancun Trip won at SBS Conference for leadership and Employee Satisfaction-1999

Event Coordinator

UNITED WAY

1999 to 1999

recognized with award-1999

Monetary Award for employee satisfaction results-1999 Education

Business Management Degree in Business Management

University of Phoenix - Phoenix, AZ

May 2005 to August 2007

Skills

• Recruiting, Marketing Assistant, Certified Debt Counselor, Collections and Customer Service Skills

(10+ years)

• training

• Microsoft Office

• Negotiation

• Customer service

• Communication skills

• Office experience

• Microsoft Word

• Microsoft Excel

• Leadership

• Mentoring

• Marketing

• Recruiting

• Training & development

• Plumbing

• Time management

• Supervising experience

• Typing

• Portfolio management

• Account management

• Management

• Organizational skills

• Microsoft Office

• Microsoft Outlook

• Cold calling

• Telemarketing

• Upselling

• English

• Call center management

• Accounts receivable

• Phone etiquette

• Office management

• Budgeting

• Windows

• Human resources

• Team development

• Analysis skills

• Writing skills

• Accounts payable

• Sales

• Data entry

• Financial services

• Research

• Databases

• Inventory control

• Computer skills

• Accounting

• Account analysis

• Word processing

• Public speaking

• Project planning

• Administrative experience

• Lead generation

• Direct sales

• Collection management

• Medical collection

• Multi-line phone systems

• Relationship management

• Salesforce

• Client services

• Debits & credits

• Cash reconciliation

• HVAC

• Cash handling

• Social media management

• Customer relationship management

Certifications and Licenses

Driver's License

Additional Information

Won Center Head Award for Leadership, increasing Employee Satisfaction within the team, increased revenue by creating a High Balance Collections team with there own portfolio's.

Contact this candidate