Professional Profile

An intelligent and motivated employee with exceptional customer service skills, excelling in the de-escalation of client concerns and customer retention. With over 20 years of call center experience and possessing an invaluable skill set to provide unappalled value to a corporation. Eager to learn and grow within a positive, team-based environment while providing a best or nothing experience.

Skills Summary

Microsoft Office programs

View Direct MOBIUS

Teradata

Avaya CMS

Dashboard- POS

Aspect eWorkforce Management

Cisco Reporting

Sword Ciboodle CRM

ServiceLive & Service Bench

NPS, DOS, & POS

Education

1982-1986 Regan High School Austin, TX

Professional Experience

ABC Home and Commercial Services: 2016-Current Austin, TX

Provides Scheduling solutions for clientele in over 12 separate areas of home and commercial services.

Management of call center operations and technician scheduling.

Effective communication with technicians regarding client needs.

Sears Holdings Corporation: 2004-2016 Round Rock, TX

Delivery solution and Quality Assurance Rep

Evaluated online vendor teams and provided direct assessment evaluations for management on improvement and resolution.

Assessed and trained call team members, enforced correct policies and procedures regarding client contact.

Improved sales revenue through the management of call studies and mystery shopping operations.

Provided de-escalation solutions for BBB, Attorney general, and legal situations to mitigate CEO intervention.

Supported management with information for presentations regarding web-based tools, store personnel, and warehouse operations.

Managed logistics for product delivery and pickup.

Salvation Army 1992-2004 Austin, TX

Manager

Managed 15 employees while creating policies and procedures for best practices.

Posted over 5% growth annually in gross revenue with direct bottom-line impact.

Partnered with HR in recruiting and new hire development.

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