Call Center Customer Service

MELINDA LEE PARKER

Jacksonville, Florida, ***** • 703-***-**** • ******************@*****.***

CALL CENTER PROFESSIONAL

CLIENT CENTERED • DETAIL DRIVEN • LEADER • MENTOR • HIGHLY EFFECTIVE PROFILE

● More than 15 years of management experience with proven ability to simultaneously manage multiple levels of responsibilities and duties in a fast-paced environment.

● Mentor and lead customer service teams by example and with integrity to deliver service excellence.

● Excellent communicator with demonstrated ability to collaborate with staff, management, business partners, and others at all organizational levels.

● Outstanding blend of organization, prioritization, leadership and interpersonal skills.

● Consistent success is rooted within the concept of quality, continuous improvement and effective process enhancements.

● Proficient in technical applications, including securities applications, customer service and call center applications, internet applications, productivity tools, and call center hardware. Core Competencies

● Strategic Planning & Development ● Customer Relationship Management

● Issue Escalation Compliance ● Research & Development Operations

● Staff Training & Development ● Department Budgeting CAREER TRACK

ESS Substitute Teacher, Duval County, Jacksonville, Florida 32256 (August 2023 to present) Provide educational instruction to students Kindergarten through High School in Duval County as needed. I work effectively with students and am constantly requested by the teaching staff. I also work with disabled and autistic spectrum students. Call Center Manager, McCarthy Home Services Lorton, VA (2019 – 2023) Effectively manage and develop Customer Service representatives to achieve high performance results. Select, interview, and hire high quality candidates; provide effective employee counseling and training. Establish employee work schedules; set work priorities; direct work assignments; and evaluate performance. Conduct staff meetings.

● Identify opportunities for continuous improvement through analyzing and implementing enhancements to current customer service systems and processes.

● Prepare accurate forecasts of future call volume as well as analyses of current and past call volume.

● Gather and analyze data and statistics to generate productivity reports and various spreadsheets.

● Ensure meeting sales goals through assisting in generating sales leads for products, equipment and services.

● Manage outbound telemarketing program to better market services to the existing customer base. Hotline Operations Manager / Strategic Management, Compliance Resource Center (2018 - 2019)

● Leveraged advanced industry skills and expertise to spearhead program development for language line, completed call center metric analysis, and reviewed phone system and call flow review and analysis.

● Held full accountability for all aspects of call center operations on a daily basis, including oversight of 24/7 hotline operations. Coached, led, mentored, and trained call center agents and trainers; provided full spectrum new hire training material and program design.

Call Center Manager, Sears Home Services, Lorton, VA (2016 – 2018)

● Expertly and efficiently oversaw all aspects of call center operations, including sales staff hiring, training and development, program development, performance improvement, and customer service excellence initiatives.

● Implemented a new phone system; provided Project Management and Business Continuity Planning.

● Achieved 20% increase in home services bookings year-over-year. Earlier Professional Experience

Senior Manager, Call Center Operations, Financial Industry Regulatory Authority (FINRA), Rockville, MD (1996 – 2014) EDUCATION

BS in Business Management, University of Maryland University College, Rockville, MD (2008) 3years AA Liberal Arts, Northern Virginia Community College, Annandale, VA (2000) Technical Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Access, and Outlook) • WebCRD, WebIARD, IAPD, Brokercheck • Procter Application, Aspect Management Suite Application, Contact Center Witness Systems • Email, Webmail, Web Research, Social Networking, Online Collaborative Computing • ACD phone system, CRIS Case System

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