Customer Service Sales

**** * ***** ***** **********, CO ***** • CELL 303-***-****

EMAIL ********@*****.***

LORRAINE HALL

EDUCATION

University of Phoenix BA, Management Denver, CO

QUALIFICATION SUMMARY: Project Management, Sales, Training, Quality Assurance and Customer Service in a Call Center Environment. Strategic Planning; Process and Program Implementation, Training Facilitation; Business Analysis, Leadership Liaison and Implemented Call Center Business Reengineering and Process Redesigning by:

Managed and analyzed various projects in Customer Service, Training and Quality Assurance through contractual responsibilities with the Local Government, Job Services and Vendors such as ADP and HP to ensure call center objectives were met. Developed, documented new processes within projects to streamline efficiencies within various departments.

Proven track record for customer focused, team approach, sales results oriented and effective project planning in a call center environment. Managed up to 150 individuals. Consultative work provided to major corporations to assist in project managing call center models of which included: Sales, Training, Processes, Customer service and WFM. Budgeted finance of 2M Plus, Trending Reporting and Return on Investment.

Managed and Facilitated On-going Training of call center staff through the initiation of a web-based Certification processes aligned with community college curriculums and Workforce Development initiatives. Increased employee Training attendance by 40%. Developed essential Training methods within the organization that blended all adult learning styles within the instructional design to improve employee skills by integrating distance-learning techniques into the classroom.

Bachelors Degree in Business Management from the University of Phoenix. Bilingual. Fluent in English and Spanish

EXPERIENCE

2014- Einstein Noah’s Restaurant Group/Red Robin Burgers and Brews Colorado

Present Catering Operations Customer Experience & Vendor Management

Manages all facets of the Call Center Vendor including but not limited to SLA’s, KPI’s, Knowledgebase, Training, Sales and Customer Service. Vendor management including 60 Call Center Agents within 2 call centers. Call Center revenue driven: $9MIL 2017 from 6MIL 2016.

Responsibilities include observing, analyzing and evaluating company processes in the work environment and develop and implement alternative methods to increase revenue within various departments including Corporate, Marketing, Legal, Customer service, Store Operations and Call Center.

Coordinated and facilitated forums to analyze current Call Center trends. Assisted in meeting company Goals and Objectives by identifying innovative strategies to achieve revenue.

Ongoing communication with executive management on developments and key information on Customer Experience, Vendor ROI. Consistently completed and remained under budget on P/L statements.

2013- Connect for Health Colorado Denver, CO

2014 Customer Service, Vendor Management

Developed, implemented and coordinated Health processes and operating procedures through vendor to drive efficiencies

Represented client strategies, directives, and best practices to drive attainment of Key Performance Indicators

Established objectives and developed coaching, motivation to key operational support team members who fill essential roles

Conducted coaching and performance calibration sessions through Quality monitoring to identify opportunities

Managed implementation of all program process, procedures and changes in a timely manner

Provided guidance to management team onsite in matters related to personnel, budgeting, goal setting, company PII and core company values to provide stability in the future success of the organization.

2008 – WildBlue/ViaSat Corp Denver, CO

2013 Management, Program Implementation

Various Process and program implementation projects developed, facilitated and implemented driven by business initiatives.

Track and report on all the organizational, operational processes. Worked with the internal teams to produce reports that are relevant and most effectively synthesize the status of the overall operations of which included Sales, Quality, Training and Process implementation

Ensured product and process design and data collection and reporting were adequately documented to meet customer expectations and requirements. Each new product and or significant process change was worked in a cross functional environment.

Arranged and facilitated meetings with all vendors, as required, to discuss actions, outcomes, risks and mitigation strategies based on established action plans to achieve company goals.

EXTRACURRICULAR ACTIVITIES: *Active Volunteer with 9HealthFair 19 Yrs. *Awarded for Volunteering over 100 hours at St Joseph's Hospital *various volunteer programs. WAC/CTIR, Red Cross *Mentored Byrne Scholars-2 High School graduates.

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