Call Center Project Manager

Tamra L. Henson

PO Box *** Leadville. CO *****

Home 785-***-**** - ********@*****.***

I need a remote 2-3 hours a day job or a couple days a week. I am generally better in the mornings and run out of steam in the afternoon. I am currently on a disability for multiple sclerosis and just want to keep active and useful. I know that organizations have tasks that just don’t get done or eyes on as they should. I am here to assist with anything that requires devoted time and organization.

EXPERIENCE:

VITEC Inc – Olathe, KS

Client Advocate – 07/12 – 06/25

Support clients with platform open incidents with vendors as necessary

Park University – Parkville, MO

Project Manager – 12/07 – 07/12

Start up of new student success center/ contact Center

Amarr Garage Doors - Lawrence, KS

Service Center Support Manager – 01/06 to 08/07

Call Center manager overall duties

Start up of call Center inbound and outbound, furnishings, staffing, hiring, terminations

Timekeeping, coaching, and reviews.

Establishing new ACD, routing functionality, and groups to handle calls.

Spatial Data Research Inc. - Lawrence, KS

Project Manager – 10/05 to 01/06

Managed 911 cell site routing projects for local municipalities to enable emergency 911 capabilities into their communication centers from a cellular device.

Home Oxygen 2U - Right Time Holdings L.L.C. / Lincare - Lawrence, KS

Call Center Manager/ Office Manager – 03/04 to 07/05

Start up of new call center inbound and outbound, staffing, hiring, terminations

Payroll, training, purchasing, coaching and reviews

Recommending ACD system, working with IT to develop scripts and database.

Developed a cost-effective way for shipping videos for the company.

The World Company - Sunflower Broadband - Lawrence, KS

Call Center Manager – 05/01 to 03/04

Responsible for all aspects of call center for cable, telephony and high-speed Internet

Inbound and outbound calls including sales, billing, and technical support.

Hiring, scheduling, training, developing new processes and procedures, training, coaching, and sales incentives.

Recommending new ACD, IVR, coaching monitoring program.

KINI L.C., d.b.a. Kansas Cellular/ALLTEL Communications - Salina, Kansas - Little Rock, Arkansas - Manager, Customer Service Call Center - 1/1994 to 05/2001

Training new associates, billing, implementation of new products and services.

Cellular, PCS, paging, long distance, Internet, CLEC, voicemail, customer care, and call center.

Responsible for all aspects of new product roll out and primary contact for all new rate plans, features, and new cell sites, implemented in the billing system.

Ensured that all billing was done correctly and working closely with the billing vendor for accuracy.

Primary role after the merger was key contact person for conversion of billing system, rate plans, features, and cell sites.

Once conversion completed, all concerns through proper channels.

Remained in Kansas as Call Center Manager, doing stats, adherence to schedule, monitoring, coaching, and training of billing systems for long distance, cellular, and paging.

Customer Service representative – 06/90 to 03/1991

Senior Customer Service Representative –3/1991

Supervisor, Customer Service - 1/1993

Manager, Customer Service Call Center - 1/1994

State of Kansas Notary Public

December 1988 to 2020

EDUCATION:

U. S. Army Inst. of Personnel and Resource Mgmt - Fort Benjamin Harrison, Indiana

Finance and Accounting School - 08/84 to 10/84

Accounting and payroll

Financial statements and data entry

Barton County Community College - Great Bend, Kansas

Emergency Medical Technician - Sept. 1986

Certified State of Kansas EMT - 1986 to 1999

United States Army Academy of Health Sciences - Fort Sam Houston, Texas

July 1987

Medical Supply Specialist Course

Stock control, maintenance of warehouse

Shipping and receiving supplies

Fifth United States Army Consolidated Training Activity - Fort Chaffee, Arkansas

November 1988

Primary leadership, counseling of service members, leadership skills

Communication, human behavior and motivation

Problem solving and decision making

Maintaining discipline

Wichita State University, W. Frank Barton School of Business - Wichita, Kansas

November 1993

Certificate in Management

Managerial Psychology

Winning Styles for Winning Coaches

Budgeting, managing time, Hiring Firing and Performance Appraisals

Additional job training certificates available on request

References upon request

Special Interests

Crochet, car racing, hunting, and camping

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