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Paulette M. Campbell

248-***-**** ~ adpqpy@r.postjobfree.com

Core Competency

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

Training

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

Professional Experience

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.

EMPLOYMENT

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.

REFERENCES

Patty Campbell, Commissioner, City of River Rouge, Mi

313-***-****

Alfred Doss Sr., Pastor, Fews Memorial CME Church

Julie Karolinski, Team Leader, Mopar Vehicle Protection

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