Call Center Operations & HR Leadership

Leah Anthony

**** ******** **, *** *** Cabot, Ar. 72023 Cell Phone 479-***-****

Objective:

To obtain a challenging career in a successful and growing organization.

Experience

****-**** ****** *anager, Heritage

Service clients by planning and implementing call center strategies and operations. Manage and maintain a staff of 50 or more employee’s. Determine call center operational strategies by conducting assessments, performance reviews, capacity planning, and cost/benefit analysis. Establish production, productivity, quality, and customer service standards; contribute information and analysis to organizational strategic plans and reviews. Develop and execute user acceptance test plans. Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and managing systems and process improvements and quality assurance programs. Manage call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling and disciplining employees. Administering scheduling and communicating job expectations. Planning, monitoring, appraising, and reviewing job performance and enforcing policy and procedures. Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. Ensuring best practice is in place. Adhering to PCI policies. Ensuring that employees are apprised of program information and any changes in a timely manner through staff meetings and notices, memos, and or emails. Maintain employee’s disciplinary records and attendance records.

2004-2007-Human Resource Manager, Kmart

Knowledge of HR practices, federal, state and local employment laws in order to maintain compliance throughout the store. Administered hourly payroll and all benefits plans for billing. Recruitments for hourly positions for store hiring needs. Maintained all personnel files I-9, workers compensation, FMLA. Performed new hire orientation and training for all store positions. Trained on all safety programs OSHA. Handled all associates issues and questions in a timely manner. Coordinated hourly performance reviews. Able to support the store in varies areas for workflow. Performed recruiting objectives by interviews, hiring, counseling and termination practice including legal compliance and internal policies and practices. Knowledge of cash facility and safety practices. Coordinated internal and external job postings. Scheduled all employee shifts weekly for workflow. Demonstrated integrity and ability to maintain the highest level of confidentiality.

1998-2000 - Service Dispatch, Best Access Systems

Maintained inventory of electronic and mechanical equipment for major accounts and installation projects. Responsible for maintaining daily schedules and tracking workflow for over 10 technicians ensuring each technician meets quality and time commitment obligations and standards. Directly responsible for resolving customer issues. Applying “customer first” techniques to ensure customer satisfaction and support. Answering daily service calls from customer and vendors and adjusting service schedule when appropriate. Managed projects and coordinated installations including working with hiring and training sub-contractors and vendors. Providing 24/7 technical support when necessary, many times resolving technical issues over the phone.

1997-1998 - Recruiter Support, West Valley Engineering

Provided direct support to recruiters. Answered all inbound calls. Performed database searches for applicants with specific job qualifications. Created new applicant resumes and edited existing resumes. Maintained applicant database to insure resume and client information was current and not duplicated. Updated applicant files with recruiter comments recording when, where and how many times recruiters attempted to place applicant. Operated office machines such as typewriter, computer and duplicating and fax machines. Studied methods of improving work measurement and performance standards. Able to problem solve and negotiates various situations utilizing good judgment and decision making.

1995-1997 - Retail Sales Supervisor, Jockey International

Managed retail store and supervised employees. Planned and prepared work schedules, assigning employees to specific tasks. Coordinated sales promotion activities. Expedited communication between upper level management and general personnel. Ordered merchandise and prepared requisitions to replenish merchandise on hand. Insured opening and closing duties were performed in compliance with corporate procedures and policy. Reconciling cash with sales receipts, keeping operating records and preparing daily, weekly and monthly records of transaction and sales. Answered customer complaints and inquiries. Locked and secured store. Provided superior customer service.