Call Center Human Resources

Brandi Stidham

**** ******* ***, *******, **. ***16 210-***-****) *********@*****.***

SUMMARY OF QUALIFICATIONS

Bachelor of Science degree in Organizational Leadership from Lubbock Christian University with course work in Psychology, Business, Ethics and Human Resources.

Possesses a unique combination of analytical and leadership skills, with organization and prioritization abilities.

Proven successful change leader.

Successful team management with track record of employee development, customer service excellence, interviewing, sales performance excellence and cross departmental support.

Worked on Project teams to onboard the Lubbock Loyalty Call center in C360 Salesforce system.

Upskilled managers, and agents alike in Lubbock and the Virtual call centers.

PROFESSIONAL EXPERIENCE

Call Center Manager

Capital Federal Credit Union- Onboarding- Aug 2023 to Present

Assist in developing strategies and technologies to onboard high volumes of applicants.

Develop the Five9 call system to meet business needs.

Building IVR skills and campaigns in the Five9 call system.

Report creation and metrics development based on call trends.

Work force Operations.

Field escalations and resolve concerns.

Sales Coach

AT&T Mobility Loyalty- Virtual Call Center – Oct 2015 to Jul 2023

Coach and develop a team of CLG Retention agents in a high-volume call center environment.

Develop strategies to manage performance statistics and implement them on a team level to drive revenue and improve ROI.

CRM and Sales Force experience.

Sales and Sales performance management.

Sales Coach Accomplishments- 2022 Summit award recipient for top 3% annual performance. Chosen as POC and Lead by my peers for pilot program for C360 Sales Force system integration in Lubbock. The first TM to transition from Lubbock Call Center to the Virtual environment.

Team Leader (Supervisor)

Convergys - Lubbock, TX – April 2014 to September 2015

Lead a team of 12-18 technical service representatives in a third party, Call center environment.

Sales management

Quality monitoring and performance monitoring

CRM Management

Accomplishments- Consistently ranked in top 5 for quality, team sales and team customer satisfaction.

MSS Team Coordinator (Team Manager)

Kohl's - San Antonio, TX - April 2012 to May 2013

Lead a team of 12-15 retail support representatives in sales, call handling metrics through performance evaluations, reporting and behavioral coaching.

Coaching and development

Team Meeting and Coaching Scheduling

Action plan development and management

New hire onboarding

Report analysis

Interviewing potential talent

Up training

Accomplishments-Top Team Performance for June 2012, August 2012, and May 2013.

Supervisor

KGB - San Antonio, TX - September 2011 to January 2012

Lead team of technical service representatives in call quality and performance metrics.

Coaching and development

Action plan development and management

Scheduling

Time keeping

CRM management

Accomplishments-Top sales team for last quarter 2011.

Supervisor, Customer Service

CVS Caremark- San Antonio, TX - January 2005 to July 2011

Lead teams of 12-20 associates to meet client specific metrics

Coaching and development

Workforce management

Quality monitoring

CRM management

Accomplishments- Selected to lead the new and sensitive client team.

Contact this candidate