Paulette M. Campbell
248-***-**** ~ firstname.lastname@example.org
Case management Performance Coach Call Center-Inbound/Outbound
Leadership/Team building Document Management Budget management
Accounts Payable Accounts Receivable. Financial Audit
Quality Assurance Time Reconciliation. Interviewing
Education & Certifications
MBA in Business Administration, Cornerstone University, Grand Rapids, MI (2008
~ Emphasis in business management/accounting in a global economy
~ Graduated magna cum laude 3.75 GPA
~ Glo-Bus Online Business Simulation, in a global economy, (2008)
~ Certificate of Distinguished participant ranked in top 100% worldwide
Skills and knowledge areas include:
Train, coach, mentor, ensure policy compliance, and independently address issues with call center team.
Confer with customers regarding service contracts provisions
Thorough understanding of inbound/outbound call center computer system
Demonstrated strengths in telephone etiquette’s and soft skill techniques
Make recommendations to Site Leader and Team manager to improve processes
Correctly document case narrative in a clear and concise manner.
Remarkable ability to perform a variety task simultaneously
In-depth ability to work independently or with a team
Solid ability to establish, maintain and foster positive and harmonious working relationships with those contacted in the course of work.
Resolve escalated customer complaint issues with expediency
Implement and facilitate Pit Crew Training, providing regular feedback regarding the team's progress, issues and areas of excellence
Facilitate side by side quality performance coaching
Excellent verbal and written communication
Demonstrated self starter
Strong commitment to encourage, engage and empower team members to take ownership in the company ‘s overall vision.
Minacs Corporation, Southfield,Mi
Team Leader, MVP Consumer (2015 – 2016)
Chrysler, Service Contracts
Plan optimum staffing during the shifts, Handle & record escalations appropriately.
Render support to team members to resolve difficult queries. Adhere to defined quality norms. Monitor quality scores of the teams.
Monitor productivity and service levels., Provide regular & systematic feedback to team on performance indicators.
Provide coaching in improvement areas identified for team members. Adhere to guidelines for code of conduct for self and team. Prepare & maintain daily reports., Ensure compliance with quality processes & documentation. Communication of product updates to team.
Minacs Corporation ~~ Southfield, MI
CSR, Subject Matter Expert (2012 – 2015
Chrysler, Service Contracts
Serve in a supervisory capacity responding to all customer concerns and complaints while responding to inbound calls. Provide on the floor assistance to team agent. Facilitate as designated trainer on new procedures and processes to ensure the content is delivered and received accordingly and accurately. Meet and exceed company standards in customer service indexes. Review and analyze customer concerns for possible “goodwill”. Provide constructed feedback on call handling. In addition, assist with shared input in group quality sessions reviewing agent call handling.
Aditya Birla Minacs, Southfield Mi
Case Manager, (02/2011 – 11/2012) Independently serviced the Midwest Chrysler dealership’s
and customers with regards to vehicle repairs. Demonstrated analytical skills making decision
to extend company goodwill, monitored case updates via various system programs.
ADITYA BIRLA MINACS ~~ Farmington Hills, MI
Audit Analyst (01/2011-06/2011) Provided title analysis and audit support for Ford Motor Co. vehicle recall program. Processed vehicle titles for 50 states to ensure correct information was obtained and processed through written/verbal communication with Ford personnel, dealer’s lien holders and clients pursuant of title work being submitted to the state for acceptance.
FEWS MEMORIAL CME CHURCH ~~ River Rouge, MI
Financial Analyst/Treasurer (2009 to Present) Volunteer capacity
Maintain daily business operations including weekly deposits, accounts receivable, accounts payables, payroll and month end financial reporting. A comprehensive understanding of the generally accepted accounting principles(GAAP). Proficient in Word, Excel, and various accounting software including ADP, UNIX System, Quickbooks.
Patty Campbell, Commissioner, City of River Rouge, Mi
Alfred Doss Sr., Pastor, Fews Memorial CME Church
Julie Karolinski, Team Leader, Mopar Vehicle Protection