Call Center Administrative Assistant
Resume:
CHARLES FOUST JR
Burlington, NC 27217
Professional Profile: To obtain a position, in a growing organization, utilizing my related experience, skills and talents to effectively contribute to the advancement and growth of the company.
VERIZON-Call Center Supervisor - June 2004- December 2018
Worked as a Team Leader in the Brooklyn, NY EVRC. Successfully leading 18 bargained-for representatives making and receiving calls in a sales and service call center from residential and business customers throughout New York, New England and Rhode Island and the surrounding region. Accountable for Productive Dispatch Out (PDO) and Front End Close Out (FECO) objectives; Customer Care Index (CCI) Reports; quality customer contacts, attendance, adherence, PSC mandated service levels, and employee satisfaction objectives. Duties include observing and coaching for improved performance, coordinating and participating in union grievances, administering developmental plans, compose mid and year-end appraisals, implementing new processes, managing and monitoring the lead line, safety coordinator and monitoring the in charge desk for compliance.
VERIZON-Administrative Assistant – December 2003 – June 2004
Responsible for assisting Absence Champion Manager with 45 call centers in reducing absence rate, absence communication, benchmarking, publishing and analyzing absence reports and participating in absence improvement committees.
VERIZON-CALL CENTER REPAIR SERVICE CLERK – May 1999 – December 2003
Responsible for receiving and analyzing telephone service problems and outages from business and residential customers in the New Jersey area.
Other duties held while in this position include:
Screener - Duties included screening and scrubbing jobs called in by residential and business customers, in order to decrease the total number of non-productive dispatches through out the state of NJ.
Analysis - Assisted the Measurement and Analysis supervisor by pulling daily, monthly and yearly reports in order to help the center meet and exceed all their objectives.
Take Over Agent - duties included handling dissatisfied customer contacts that could not be resolved by the representative and need management intervention to avoid escalation to Public Service Commission.
Sovereign Bank, Perth Amboy, NJ 1997 – 1998 – Managed and supervised a staff of twenty banking representatives in the day-to-day functions of banking with a view towards customer service, sales and new business development.
Bankers Trust Co., New York, NY 1996 – 1997 – Manage the day-to-day trade activity of a Corporate Foreign Exchange Confirmation Area.
Wachovia Bank, Newark, NJ 1994 – 1996 – Manage branch operations while coordinating several branch offices under an Area Vice President with a view toward customer relations, sales, services and consumer lending.
Merck & Co. Inc., Rahway, NJ- 1992 – 1994 – Insured requests from employees to change benefit elections, 401k and profit sharing election were carried out expeditiously.
Executive Education
Basic Installation and Repair
Black Managers Workshop
Dynamics of Labor Relations
Initial Management Training for Supervisors
Train the Trainer
Executive Organizations
Consortium of Information and Telecommunications Executives
Hispanic Support Organization
American Management Association
Systems Skills
Windows: Word, Excel, PowerPoint
IOS
REFERENCES
Sharlene Forbes 917-***-****
Lorrie Jackson 917-***-****
Sherice Sims 917-***-****
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