Call Center Leasing Consultant

CARRIE WASSAM

PO Box ******, Plano Tx ***** C: 469-***-**** *******@*****.***

Summary

Optimization Analyst with 16 years of experience working to develop successful teams in the call center and field environment. As a great communicator, leader, visionary, and organizer I strive to exceed everyday commitments to exceed my annual goals and personal commitments.

Skills

Change management

Contract negotiation

Client-focused

Project Management

Operations management

Training and development

Results-oriented

Internal Auditing

Experience

Auto/Property Claims Adjuster 09/2018 to 05/2020

State Farm Insurance Richardson, Tx

Automobile and Property Initial loss reporting, to include all first-contact claim processed for repairs and rental for both insured customer and claimant. Establishing liability for claim and process necessary tasks to ensure proper payment and closure of all task to close claims.

Load Optimization Analyst 06/2001 to 07/2018

ATT Dallas, Tx

Monitor reports to resolve data network issues to coordinate field service technicians to respond and restore telecom services. Respond to alarms and act as a central communications specialist for all telecom issues. Identifies failing components to ensure quick response. Increase productivity by 13% by ensuring schedule adherence and dispatch efficiency followed by techs and field managers. Increased same day completions rate by 8% with communications with Capacity to ensure customers are offered same day appointments.

Work Force Management Analyst

ATT Richardson, Tx

Work Force Analyst

Scheduling of daily call volumes within company and vendor call centers. Ensuring proper headcount available for incoming U-verse customer service calls. Scheduling of 2600 company employees in 4 call centers, while managing volumes for vendor centers overseas. Project Coordinator to ensure proper vacation allotments available for all centers and documented to assist attendance manager.

Benefits Coordinator 08/1995 to 09/1998

Tele-Service Resources Columbus, Ga

Coordinated Benefits for (800) call center to include management and Non-management employees. Processed and tracked Family Medical Leave Act. Open Enrollment events coordinator to ensure all benefit vendors available to employees. Assisted recruiter with hiring process for call center to ensure candidates qualified for positions.

Buyer/Receiving Supervisor 06/1991 to 08/1995

Ranger Joes Columbus, Ga

Retail buyer responsible for negotiating and purchasing merchandise to increase sales of a Military Supply Store.

Planned and executed opening of Retail Surplus store “Ranger Rags” exceeding sales goals by 10% in the first year and 25% in the second year.

CARRIE WASSAM

PO Box 864844, Plano, Tx 75086 C: 469-***-**** *******@*****.***

Education and Training

BA: Psychology 2002 Pending

Columbus State University Columbus, GA

Technical Platform Certification: Electronic Telecommunications 2013

Dallas County Community College Dallas, Tx

BBA: Organizational Leadership

Texas A&M University - Central Texas Killeen, TX

Projected graduation 2021

Activities and Honors

Jr Achievement Participant

Woman of ATT Mentoring

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