Call Center Criminal Justice
Resume:
Associate Of Arts:
Criminal Justice
College Of Southern Nevada
Las Vegas, NV
*********.*****@*****.***
Henderson, NV 89014
Skills
• Electronic Filing Software
• Valid PTIN
Calm and Professional Under
Pressure
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• Issue and Complaint Resolution
• 40 wpm Typing Speed
• Microsoft Office
Verbal and Written
Communication
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• Call Documentation
CRM and Office Management
Software
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• Active Listening
• Managing Delinquent Accounts
• Skip Tracing
Education And Training
06/2022
Bachelor Of Arts:
Psychology
University Of Nevada - Las Vegas
Las Vegas, NV
• Spring, 2022 - Dean's List
UNLV Alliance of Professionals of
African Heritage's academic
award - Recipient
•
Member of National Honor
Society, 2020-2022
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NSC Sankofa Member, 2021-2022
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Member of The National Society
of Leadership and Success,
2020-2022
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Call Center Professional seeking to secure a position where my training, supervision and agent retention skills serve as an added investment to a stable, growing company with growth opportunities. 19 years of successful experience in customer sales & financial support services with strengths in account management, innovative problem-solving and valuable work ethics, within inbound, outbound & online call centers which include administrative roles in compliance and goal driven environments. Multi-task. One call resolution. Ability to train, motivate, supervise and retain call center employees. Excellent team player with the ability to use self-discipline & time management to meet goals as an independent worker. Self-motivated. Critical thinker. Possess various communication skills which strengthen customer relations using multiple channels of contact. Comfortable providing quality services to diverse clients. Coaching & development. Detail oriented. Organized. 25 years of intermediate computer skills including Microsoft Office. 40 wpm. CRM, ACSR, Vision, Oracle, People Soft, Dynamics & Auto dialing systems. Up holds company merit and business relationships. Goal driven.
Taxes Assured LLC - Tax Consultant
Henderson, NV
10/2016 - Current
Aerotek Staffing - Call Center Training Specialist
Ontario, CA
11/2015 - 09/2016
TLK Group, LLC - Call Center Trainer
Phoenix, AZ
07/2012 - 10/2015
Mildred Smith
Summary
Experience
Consulted tax law handbooks to determine procedures for preparation of atypical returns.
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Reduced errors associated with missed tax benefits by completing comprehensive reviews of internal tax preparation documents.
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Supported work of senior-level accounting and tax preparation professionals to maximize office productivity.
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• Liaised between clients and tax authorities such as IRS representatives.
• Traveled domestically to train new hires and retrain senior agents.
• Developed training curriculum based of sales productivity. Participated and attended meetings or seminars to obtain information for use in training programs or to inform management of training program status.
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• Facilitated webinars with groups containing 120+ agents. Collectcorp - Client Service Liaison Supervisor
Phoenix, AZ
09/2007 - 07/2012
MSA Solutions - Call Center Floor Supervisor
Tempe, AZ
06/2003 - 11/2007
• Designed and implemented effective strategies for employee retention.
• Created business relations based training materials.
• Facilitated an on the job training department.
Recruited, trained and mentored sales team members, offering continuous support for professional development.
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Supervised a team of 20-32 agents by providing top quality control and eliminating downtime to maximize revenue.
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Effectively exchanged directives, financial statements and marketing implementations with diplomacy & tact.
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• Maintained a positive and mutually beneficial client first approach. Developed benchmarks for measuring and monitoring strategic changes and organizational goals.
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Prevented key account losses by researching discrepancies and correcting problems.
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• Assisted in the development of customer care and loan servicing professionals.
• Facilitated individual coaching sessions with CSRs to realign productivity goals. Trained and supervised 3-5 teams of 30 agents while promoting overall team productivity and consistent service.
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Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
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• Developed quality assurance standards and established targets for all staff. Accomplishments
At TLK, increased employee retention from 24.27% to 37.18% in addition to saving the training department $11,563 annually.
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Contact this candidate