Call Center Representative, Call Center Supervisor, Office Manager

Alexander A. Small

**** * ****** ***, *********, CO 80112

Cell Phone 720-***-**** Email: ********@*****.***

Objective

My goal is to become part of an ethical, client focused, and reputable organization utilizing my talents to promote company growth. I am an individual with ambition, strong work ethic, and a mindset focused on accomplishing goals and solving problems. I am natural to involvement in impact & customer interaction, comfortable in fast paced and competitive environments with the mindset of continual pursuit to seek the next challenge that will allow career & personal growth.

Skills and Core Strengths

oProficient with Microsoft Office, Outlook, Word, Excel, Windows 10, Contact Client Management

oHighly skilled in customer service, sales, and employee development

oMotivated, adaptable team player with creative problem solving and analysis skills

oAffluent communicator consistently achieving high impact and influence amongst clients and colleagues

oActive in organizing and conducting presentations and engaging in leadership opportunities

Experience

AAA Colorado

(March 2018-March 2021)

District Office Manager

Promoting a healthy and safe work environment for all associates across each business line

Management of 12 employees specializing in Travel, Insurance and Retail Sales

Create and adhere to office budget for fiscal year, monthly review of office expenses and adjustments

Facilitate monthly staff meeting for District Office, perform weekly coaching sessions with employees for feedback

Continual management of employee attendance, fiscal budget, walk-in traffic

Administration of employee performance appraisals, corrective actions, participation in hiring interviews/employee termination

Prepared and maintained office records of personnel, accounting, sales, auditing procedures

(June 2014-March 2018)

Roadside Assistance/Dispatch/Membership Services Call Center Supervisor

Continual management and approval of timesheets, Aux Usage, Attendance for call center employees

Monitored calls and provided feedback in bi-weekly coaching sessions to a team consisting of 7-10 employees

Specialized in active employee engagement, customer retention, resolution of high priority member escalations

Administration of employee performance appraisals, disciplinary actions, participation in hiring interviews,

Promoted a superior, customer focused environment by managing the efficient delivery of quality service to members

(June 2012-June 2014)

Roadside Assistance /Membership Services Specialist

Handling 80-90 inbound calls providing roadside assistance to members in need of emergency service

Actively training new employees regarding performance in day to day job requirements

Specializing in processing new membership accounts payments, renewals, customer retention, escalations

ESM (Education Sales Management)

(August 2010–June 2012)

Education Consultant

Developed strong relationships with potential students of diverse backgrounds utilizing customer service skills delivered through an inbound call system on a daily basis; providing educational institutions with transfer production and quality performance.

Promoted to role of Subject Matter Expert, duties of actively leading QA peer coaching sessions, organized team contests, and assisted leadership with management duties.

Dish Network

(Jul 2007- May 2010)

Commercial Customer Service Representative

Served 50+ inbound calls daily; consistently ranging from resolving technical, billing issues to activation of new video accounts for various retailer providers for residential customers.

Commercial Retention Representative

Reduced churn by taking 40+ inbound calls daily, resolved customers' issues using empathy, one-call resolution, modification of work orders, oversee technician calls to various installation sites, clarified billing issues in relation to contract disputes, equipment upgrades.

Residential/Commercial Sales Representative

Creation of sales orders, tracking and trending information for various businesses such as offices, multi-dwelling units, delivering results of high volume quality sales goals.

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