Assistant Manager Call Center
Resume:
Sheldon B. Glave
************@*****.***
Experience
Goodwill Industries
Store Assistant Manager
**/****- ******* *********, ****
Responsible for daily operations, supervising collection, processing and pricing donated goods, maintaining the sales floor using effective merchandising.
Itemize point-of-sale system, make occasional price adjustments based on perceived value of goods, manage drawer opening and closing.
Utilize computer software for daily input of starting and ending cash balances, maintain accurate customer records.
Resolve customer disputes, exchanges/refunds in accordance with policy; ensure customers are assisted in a friendly and helpful manner.
Setup or close out daily operations in absence of a supervisor and maintain a secure facility.
Oversee quality control and inventory, transfers of store shipments and assist in stock rotations
Ensure adherence to procedures and policies for safe working conditions and practices.
Process quality donations quickly, including assisting sales force with navigating operating systems.
SP Data, LLC
Operations Call Center Manager (B2B)
1/2012-12/2018 Cleveland, Ohio
Assess call levels in queue to forecast team response.
Analyze/ Record personnel performance trends.
Managed Outbound B2B and B2C Sales/Call Team
Managed Verizon, Comcast, Direct TV and Direct Energy
Monitor sales calls to develop performance increasing methodologies.
Coach sales staff to define best practice and increase performance output.
Generate and analyze inbound/outbound sales data.
Assist sales force with navigating operating systems.
SP Data, LLC
12/2010-1/2012
Inside Sales/team Lead
Generate on average 130 B2B and B2C calls per day for American Express.
Schedules on average 20 appointments per week.
Assess potential clients to make recommendations.
Analyze/ Record personnel performance trends of clients.
Monitor sales and non-sales calls to develop performance increasing methodologies.
Coach sales staff to define best practice and increase performance output.
Generate and analyze inbound/outbound sales data.
Step by Step Job and Training Vermillion, Ohio
1/2009-12/2010
Job Developer
Conducted weekly meeting with Clients to assess progress
Created daily logs of activities conducted by myself and/or clients.
Conducted career exploration for High School students.
Travel Trained individuals unfamiliar with public transportation.
Met with counselors from VRC/BVR/DD to assess clients and determine job readiness
F.A.S.T. Cleveland Hts., Ohio
9/2008-12/2009
Parent Organizer
Recruited parents and their children to participate in community-building programs.
Organized eight-week sessions for academic support & relationship building.
Helped parents develop strong communication with their children.
Facilitated different community building workshops.
American Indian Education Center 1/2007-1/2009 Cleveland, Ohio Community Educator
Taught Native American History to class participants.
Organized and completed paperwork for every class session.
Wrote articles for submission to the Newspaper.
Administered class evaluations.
Managed staff and up to thirty participants including adults and youth.
Formulated marketing concepts for advertising.
Generated reports and graduation certificates.
Organized and facilitated board and weekly staff meetings.
The Urban League Cleveland, Ohio
1/2006- 1/2007
Case Manager
Generated monthly graduation certificates.
Responsible for grading TABE locator aptitude test and Self-Directed Search personality test.
Processed enrollees into the rising tide program.
Generated monthly reports of enrollments, completions and placements of program participants.
Generated resumes for enrollees.
Demonstrated ability to work in a multi-faceted environment.
Wells Fargo Mortgage Beachwood, Ohio
6/2003-1/2006
Loan Originator
Responded to client questions, reviewed and explained contract details.
Scheduled appointments with appraisers, realtors, bankers and Clients.
Negotiated and behalf of clients and company to deliver mutually beneficial.
Skills
Microsoft Office, Windows, Word, Excel, Access, Outlook, excellent communication skills. Excellent People skills, Good at multitasking, Organized
Education
Cleveland State University Cleveland, Ohio
Bachelor of Art in Political Science 1998
Honors
Ozzie Newsome Scholarship Award.
British Petroleum Scholarship Award.
Principal’s Award for Distinguished Accomplishment.
Ranked in the top ten best salesperson in 2000 for Centex home Equity.
Phi Beta Kappa Award winner 1992.
Affiliations
President, Oxford PTA
Music Ministry, Apostolic Church of the Living God
Board of Trustees Member – Reaching Heights
Sunday School Superintendent
Presidents of the Young People at Apostolic Church Of the living God
Vice President of the Brotherhood Committee at the Apostolic Church of the Living God
Captain Of high school Football team
Lettered two years in collegiate sports
Temple Chair of Collegiate fraternity
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