Technical Supervisor Floor
Resume:
LLOYD RANQUIST
Provo,Utah ****4
*************@*****.***
Summary
Resourceful call center manager/representative with years in the customer service field as a Manager and Agent. Proven capability to troubleshoot issues and resolve them quickly, ensuring production goals are met. Maintains a high level of professionalism, patience and increase customer loyalty. Providing quality results and providing world class customer service.
Highlights
● Proven management skills
● Excellent communication skills
● Conflict resolution
● Very adaptable to change
● Team player
● Problem solver; critical thinker
● Quality assurance minded
● Friendly; people person
DishOne Satellite, Orem,Utah -Manager Account Creations February 2016-May 2019
● Hired new agents, ensuring that they were trained and ready to provide any services the field representatives needed to build an account and set them up to succeed
● Monitored attendance/adherence
● Monitored calls to ensure that the representatives were treated with world class customer service and all legalities in script were read verbatim.
● Worked to create a friendly atmosphere by providing various incentives for highest quality score, most calls cleared etc.
● Created and maintained a positive and productive work environment Enlightened Wealth Institute, Provo,Utah - Sales Agent Jan 2014-Jan 2016
● Made outbound sales calls from a list of leads to people who were interested in buying real estate with no money down. Based on Robert Allen’s book “ Buying Real Estate With No Money Down”
● Signed up customers for a real estate boot camp and offered them the opportunity to buy a coaching package
Total Vision Institute, Orem, Utah -Supervisor
August 2011-Jan 2014
● Supervised call floor, ensured agents were reading surveys verbatim
● Coordinated survey content with project managers to set daily call numbers
● Monitored attendance/adherence and checked for quality assurance Harris Interactive, Orem,Utah- Team Lead
July 2008-Dec 2011
● Managed a call floor making outbound calls to conduct surveys
● Worked with project managers on survey content and daily numbers goal
● Monitored calls to ensure quality standards were met
● Ensured production goals were achieved
Boston Research Group. Provo,Utah-Floor supervisor March 2005-June 2007
● Supervised call floor making outbound survey calls
● Worked with product managers on wording and survey times
● Trained agents on phone etiquette
● Tracked agent attendance/adherence
● Ensured production goals were met
Pangea Productions,Salt Lake City,Utah-Owner
April 2001-June 2004
● Contracted with various companies to organise their trade show set up
● Filled out show kits to get accurate budget figures
● Ordered everything needed for the show from computers to graphics
● Conducted site inspections to ensure venue was adequate for booth size
● Was on-site manager to handle any issues that arose Novell Inc. Provo,Utah - Trade show Technical Supervisor June 1992-Feb 1998
● Filled out show kits to order all services and was contact for show management
● Ordered and configured all display computers
● Coordinated with project managers from all offices involved in the event
● Arrived early and setup booth load in and assembly
● Worked with show management to get early load out
● Was on site contact for Novell employees working at the show if they needed services
● Managed budget and coordinated with legal and accounting managers to ensure show stayed in budget
Education
● Graduated Orem High school
● Attended Stevens Henager-Computer Science
● Attended IBM Business School- Chicago- Computer Maintenance
● Novell CNE Certified
References and additional employment available on request
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