Call Center Volunteer Coordinator
Resume:
Amanda T. Munden
Paducah, KY 42003
Phone 828-***-****
Email: ******.******@*****.***
Education
The University of North Carolina at Chapel Hill-- Bachelor of Arts in Public Policy Analysis
Work History
Collections/Call Center Manager, Scotts RTO (February 2018-Present)
●Provide exceptional B2B and B2C service in a call center environment
●Train, coach, and mentor call center staff to maximize profits and customer satisfaction
●Monitor daily, weekly, and monthly KPIs
●Assure all contract portfolios are performing to investors expectations
●Provide leadership and guidance to account representatives regarding accounts
●Resolve customer escalations and utilize opportunity to coach account representatives
●Contact portfolio of customers with delinquent accounts and collaborate with customer to create a feasible plan to bring the account current and prevent recovery
●Consistently meet and exceed all monthly collection goals
●Maintain and foster positive and collaborative relationships with outside manufacturers and sales staff
●Assist with obtaining needed information and corrections to sales contracts
●Provide sales support to a network of independent sales staff
●Monitor and price pre-owned inventory in stock
Dealer Support Specialist, Sheds Direct Inc. (July 2014-February 2018)
●Managed DOT compliance of all trucks, trailers, and drivers by completing driver files with drivers, ordering necessary permits, reporting any incidents, and organizing all necessary documentation such as driver logs, receipts, and trip reports
●Managed inventory by conducting audits, reconciling inventory on dealer sales lots, returning canceled product back into inventory
●Processed order changes and ensured that the manufacturer was aware of all revisions
●Provided sales support to a network of 50+ independent sales staff in NC, OH, IN, MI, VA, WV, SC, NY, and PA by obtaining custom quotes, creating orders for necessary product inventory, answering sales questions, coordinating fast delivery with scheduling department, and answering any product questions
●Trained sales staff on company sales procedures, internal systems, Rent To Own and Financing, and product knowledge base
●Provided sales support at local dealer events
●Assisted with external customer concerns and escalations, as well as independent sales staff concerns and escalations
●Maintained positive and collaborative working relationship with outside contractors such as finance staff and contract drivers
●Corrected financing contracts to ensure prompt funding and educated sales staff to prevent future errors
●Provide support to our Amish builders by gathering needed information and creating reports
●Assisted with interviewing and hiring of new staff –creating and obtaining all necessary hiring documents
●Served as interim General Manager for 6 months
●Utilized CRM software (Zoho and Zendesk) for improved communication and workflow
Social Worker II/Home Delivered Meal Coordinator, Catawba County Department of Social Services (December 2007-June2014)
●Assured compliance of the Home Delivered Meal Program with state and federal standards
●Assured that the maximum number of people are served on all of the Home Delivered Meal routes
●Reviewed monthly reports to ensure accuracy
●Prepared monthly newsletters for nutrition clients
●Provided case management for county senior nutrition program including home delivered meals, frozen meals, and Ensure/Boost
●Prepared and updated home delivered meal routes
●Conducted home visits to determine eligibility for services
●Provided backup support and facilitated programming at congregate meal sites
●Provided case management for in home aide program
●Drafted grant proposals
●Attended speaking engagements for fundraising efforts and volunteer recruitment
Social Worker II/Volunteer Coordinator, Catawba County Department of Social Services (May 2006-December 2007)
●Provided case management for county senior nutrition program including home delivered meals, frozen meals, and Ensure/Boost
●Prepared and updated home delivered meal routes
●Provided case management for in home aide program
●Conducted home visits to determine eligibility for services
●Managed and recruited volunteers for Home Delivered Meal routes
●Prepared monthly volunteer newsletter and volunteer calendars
●Provided backup support and facilitated programming at congregate meal sites
Skills
Computer Skills: Microsoft Office—Word, Excel, Power Point, Publisher, Access
Language Skills: Some Spanish
●Excellent verbal and written communication skills
●Problem solving
●Strong work ethic
●Positive attitude
●Self motivated
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