Customer Service Call Center
Resume:
Arlease Graves
** ***** ********** **** ****** Manager, 15yrs Operations & Facility Management;
** ***** *********** *********- ** years Experienced Trainer in Inbound & Outbound, Technical, Customer Service / Collection/ Administration Houston, TX 77018
***********@*****.***
I am looking forward to the opportunity to discuss my years of experience as a Call Center Manager. Managing over 75 agents (inbound/outbound), maintaining daily sales quotas, AHT, & Problem solving for retention of the client customer base.
I am a dependable team player, trainable, adaptable/flexible and creatively innovative in the "new normal" of todays virtual business world.
Thanks in advance for giving me this opportunity.
Arlease Graves
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Operations/Training & Facility Manager
VIP SALON SUITE. LLC - Houston, TX
May 2017 to September 2023
Maintains and improves operations of 45 Businesses under one roof. Provides Business Consulting to improve strategies for gaining new business; implement new marketing strategies, managing social media platforms, create new ad postings, coordinate soft grand openings etc... Monitoring security system, maintain daily performance of all Facility based systems. Identifying and resolving problems presented by Business owners, and Tenants. Preparing and staging Suites for lease. Schedule tours of empty suites, create work orders for maintenance repairs. Drafting & preparing Lease Contracts, & Renewals, to maintain 85% retention of current tenants. Weekly reconciliation & balancing of lease payments, Late Charges, & outstanding balances. Perform weekly audits and analysis of payment trends per business offering marketing solutions to increase new business. Motivating Business Owners with sales & discount Ideas to generate new business and increase profit.
Training Manager
Sutherland Global services - Houston, TX
July 2015 to April 2017
Proactively identifying training opportunities through a complete quality feedback cycle.
• Liaising with supervisors, team coaches, operatives and third parties (vendors) to gather information and resolve issues for both training and quality needs.
• Observe training classes and provide coaching feedback for captive trainers to improve training effectiveness, and track performance.
• Review counter audit scores for Quality Assurances representatives to improve quality, minimize errors, and track operative performance.
• Provides leadership and guidance to assigned team coaches to ensure the team develops and attains key performance indicators and metrics.
• Monitors Trainers, QA Representatives, and Agents for progress against internal and external objectives.
• Prepare performance reviews for direct reports.
• Recording statistics and prepare reports for the performance levels of the training and quality support functions, and the resulting performance in all the various call centers, both captive and outsourced.
• Developing, implementing and reviewing core responsibilities and tasks of the Trainers and QA Representatives.
• Will support and back up Customer Care Manager and Company Values in all aspects of the business.
• Form strong partnerships with customer leaders and subject matter experts to assess needs that lead to performance and learning recommendations that enhance performance.
• Analyze performance and learning needs, and partner with clients to develop learning strategies that are aligned to business goals and consistent with adult learning theory Call Center Operations Mgr/Training
S4 Communications - Houston, TX
September 2013 to May 2015
• Supports and demonstrates commitment to quality principles
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis Motivating others by leading and influencing in a team environment
• Coaches and provides feedback
• Drives the development of superior customer service and high performance
• Conducts regular meetings to communicate individual goals and team objectives
• Manages real time adherence and absenteeism of team members
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Participates in calibration sessions
• Setting and meeting performance targets for training effectiveness, quality effectiveness and efficiency, and QA Rep and vendor calibration.
• Daily analytics of teams' performance and identification of key areas of improvement. Call Center Master Trainer Inbound/Outbound Technical Customer Service Xerox Company - Houston, TX
2009 to 2013
• Proactively identifying training opportunities through a complete quality feedback cycle.
• Liaising with supervisors, team coaches, operatives and third parties (vendors) to gather information and resolve issues for both training and quality needs.
• Observe training classes and provide coaching feedback for captive trainers to improve training effectiveness, and track performance.
• Review counter audit scores for Quality Assurances representatives to improve quality, minimize errors, and track operative performance.
• Provides leadership and guidance to assigned team coaches to ensure the team develops and attains key performance indicators and metrics.
• Monitors Trainers, QA Representatives, and Agents for progress against internal and external objectives.
• Prepare performance reviews for direct reports.
• Recording statistics and prepare reports for the performance levels of the training and quality support functions, and the resulting performance in all the various call centers, both captive and outsourced.
• Developing, implementing and reviewing core responsibilities and tasks of the Trainers and QA Representatives.
• Will support and back up Customer Care Manager and Company Values in all aspects of the business.
• Form strong partnerships with customer leaders and subject matter experts to assess needs that lead to performance and learning recommendations that enhance performance.
• Analyze performance and learning needs, and partner with clients to develop learning strategies that are aligned to business goals and consistent with adult learning theory
• Create and execute measurement strategies for all performance and learning initiatives that measure effectiveness and demonstrate business impact.
• Act in lead capacity in consult with IT customer base on strategic initiatives to address organizational performance and learning needs resulting from process/operational re-engineering efforts undertaken in the facility.
• Conduct and certify new facilitators on line of business new hire or other line of business specific curriculum in the areas of content qualification and delivery skill certification.
• Supervises curriculum development and training programs to ensure customer needs are met.
• Plans, organizes, implements, and evaluates continuing education programs, in-services, skills training, leadership and management development programs.
• Oversees schedules for implementation of classes.
• Assists with management of personnel to effectively meet the educational needs.
• Assists in evaluating current procedures, policies and practices and in developing and implementing alternate methods designed for improvement of work.
• Remains current on educational theory and trends to introduce new methods of training.
• Assists with internal controls for department; provides mechanisms to monitor and enforce compliance.
• Ensure each facilitator candidate co-facilitates with a tenured certified facilitator conducting 75-80% of the new hire course.
• Complete annual re-certification conducted by the Certification team to include a review of key responsibilities and a coaching observation with one of their facilitators. Senior Office Administrator, Trainer
Right Management, Manpower Company - Houston, TX
2005 to 2009
Global Human Capital consulting firm specializing in organizational effectiveness and career transition programs.
Administrator of National Banks/Licensing Legal Instrument Examiner U.S. Department of Treasury-OCC - Denver, CO
2003 to 2005
Provide administrative support for all Licensing Division Western District National Banks, OCC District Offices, Licensing Specialist, Analyst, Federal Reserve, FDIC, Office of Thrift Supervision, Attorneys, Bank Directors, and the general public.
• Performed standard and foreign background checks including FBI, DEA, Immigration, US Customs fingerprint checks, and IRS Tax Waiver verifications, ensuring the criteria was followed to obtain legible prints and avoid delays which could result in automatic approvals.
• Track the status of each request, assuring deadlines were not missed. Tracked all Competitive Factors reports, requests by other agencies and Freedom of Information Act public requests for information to insure compliance of federal regulations and The Patriot act.
• Entered and assigned new bank charters, mergers, branch openings or relocations in the Client Access Information System database, that tracked all deadlines to prevent automatic approvals.
• Created and implemented electronic process to submit files to Central Record headquartered in Washington, DC, ensuring records were located when the public requested information.
• Recipient of the "On the Spot" award in assisting the reorganization of federal confidential employee files for Human Resources.
Education
Bachelors in Psychology
University of Phoenix - Arizona
2007 to 2011
Certificate of Graduation in Paralegal
Center for Advanced Legal Studies - Houston, TX
1989 to 1991
Skills
• Account Manager; Master Trainer Customer Service; Collections - SME; Plaintiffs Personal Injury Paralegal, Litigation Specialist, DTPA etc... (10+ years)
• Operation
• Logistics
• training
• Operations
• Excel
• Management
• Inventory Control
• Microsoft Office
• Project Implementation
• Facilities Management
• Adult Education
• Calibration
• Legal Drafting
• Legal Research
• Analytics
• Curriculum Development
• Property Management
• Conflict Management
• Office Management
• Change Management
• Negotiation
• Human Resources
• Microsoft Outlook
• Marketing
• Statistics
• Computer Networking
• Operations Management
• Process Improvement
• Budgeting
• Business Consulting
• Project Management
• Quality Assurance
• Databases
• Strategic Planning
• Business Development
• Analysis skills
• Medical collection
• CRM software
• Customer service
• Database management
• HRIS
• Technical writing
• Root cause analysis
• Financial Report Writing
• Business Analysis
Certifications and Licenses
Driver's License
Groups
Volunteer For The 2017 Houston Super Bowl Committee September 2016 to Present
2017 Super Bowl
Texans Running of the Bulls Volunteer
October 2016 to Present
Volunteer
Houston Food Bank Volunteer
Present
Shell Oil/Houston Food Bank Volunteer
Additional Information
Key Skills
• Project Implementation & Management
• Results Oriented & Decisive
• Knowledge of Performance Metrics Real Time & Historical
• Strategic Thinking
• Self Motivating & Self Starter
• Customer Relations & Satisfaction
• Management Proficiency
• Excellent follow-up skills & the ability to meet aggressive deadlines
• Teambuilding & Staff Retention
• Problem Solving & Conflict Resolution
Contact this candidate