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Cecil, Al ***** Cell#: 334-***-****

Janet C. Haywood

Qualifications Experience with MS outlook, Peachtree Accounting, Microsoft Word, Excel, Windows, Customer Service & Relations, Scheduling Appointment, Computer Operation certified, Filing, Data Archiving, Office Equipment, Startel & Infinity, SAP,CMSI Workstation, Telephone Reception, Problem Solving* Management Internet.

Experience 2013- Nov 2022 Duke Energy/Convergent Montgomery, AL Trainer/Supervisor

Supervised a team of 18/20 customer service agents

Organize, direct, and monitor daily activities of team of customer service agents.

Monitor and review individual and team performance

Provides coaching and development feedback. Ensure all clients compliance requirement are met of utility industry regulated market credit collections practices.

Produce and review call management system reports Maintain email and voice mail to ensure all

communications are up to date and accurate.

Ensure all payroll deadlines are met with daily and monthly performance results

Assist completion of annual performance reviews, train, motivate, develop and reward customer service agents, Responds to resolve agents concerns in a

timely manner

1994-2012 Call Experts/Answertek Montgomery, AL

Office Manager/Telephone Secretary

Hired and developed a staff to service customer needs.

Managed a mixture of inbound and outbound call activities

Controlled man-hour, scheduling employees for appropriate labor.

Coordinated the production and delivery of messages to client.

Served a variety of roles in customer service

Offer training programs for new hires.

Conduct staff meetings and created individualized strategies to ensure customer satisfaction.

2011-2012 Diva Couture Boutique Montgomery, AL

Retail Sales

Assisted customers with clothing, jewelry etc.

Ordered & Posted new items on the website.

Education 1993-1994 Coastal Training Institute

Diploma in Computer Operations

Boces II GED

Certificated Medical Billing & Coding