Call Center Customer Service

Patti J. Moberly

**** *. ******** ******, ***** Falls, SD 57110

***************@*****.*** Phone: 605-***-****

Professional Experience:

JDS Industries June, 2015 – March, 2022

Position: Director Customer Service, Training, Sign Supply, Quality Assurance

Manage the Sioux Falls home office location while supporting their 14 warehouse distribution centers.

Ensure service, sales, and procedural levels are achieved in all areas on a daily basis.

Increase new business worldwide through advanced training and website enhancements.

Develop staff to effectively support new product lines and problem solving.

Partner with all departments for policy and procedure changes to manage growth and Covid impact.

Citibank Nov 2013 – June 2015

Position: Customer Service Manager

Managed the VIP, Sales, and Billing Disputes teams in the call center with heavy focus on talk time and sales goals

Lead initiatives for the entire call center to drive business changes and promotions

LodgeNet June, 2011 – Nov, 2013

Position: Sr. Director of the Contact Center, Training, and Technical Publications

Managed the technical call center with 85 employees in Sioux Falls and Denver. Maintained accurate and accessible technical publications for effective installation and maintenance of the hardware and software.

Ensured proper hiring and training of staff to service business-to-business incoming calls. Accountable for 24x7x365 staffing and dispatching of Field Service employees to meet contractual service levels.

Qwest May, 2010 to June, 2011

Position: Loyalty/Premier Manager and Training Manager

Initially hired as Training Manager for the center, within two months I transitioned to Loyalty/Premier Manager overseeing four teams in the phone center answering inbound calls. Focused on meeting service levels for call traffic, retention results, and sales goals.

Assisted in the hiring process, community service initiatives, and partnering with the CWA Union.

Wells Fargo Sales & Service Phone Bank Nov, 2007 – May, 2010

Position: Sales and Service Manager

Managed seven teams in the phone bank answering inbound calls. Focused on meeting service levels for call traffic and exceeding sales goals by offering enhancement services.

Managed our center’s quality assurance, business analysts, and help-desk queue.

Implemented improvements to strengthen the sales and service of the center which resulted in 24 consecutive months of meeting profit and solution goals as compared to one month in 2007. Ensured performance metrics were achieved.

Managed the Community Service/Diversity Task Force for the center resulting in numerous initiatives throughout the year.

Education: Nettleton College and Lincoln Senior High School, Sioux Falls, SD

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