Experienced Call Center Manager

Bambie D. King

**** ********* ****

Henderson, KY 42420

270-***-****

***********@*****.***

Extensive call center management experience with leading national telemarketing firm. Possess strong team leadership, motivational, development, and coaching skills. Experience in development of team through a successful coaching management style. Establish performance goals to meet yearly budgets, sales targets, and quality assurance standards.

SUMMARY OF QUALIFICATIONS

 Building a team that effectively supports client programs, products, and services.

 Driving the development of superior customer service and high performance.

 Manage workflow distribution and floor management to ensure service levels are satisfied.

 Hiring, training, motivating, developing/coaching, evaluating, and retaining qualified staff.

 Maintaining effective oral and written communications.

 Developing a goal-oriented atmosphere to exceed client and consumer satisfaction levels.

EMPLOYMENT HISTORY

TeleServices Direct Inc., Evansville, IN (Mar 2007- Nov 2009)

Call Center Manager, Site Director

 Manage a 150+ call center, increased volume/profitability by exceeding performance metrics of our clients along with maintaining weekly budgets.

 Perform quality checks, develop and review performance reporting, identified areas of improvement, and implemented measures to improve performance levels and meet objectives.

 Manage predictive dialer to maximize performance while maintaining a weekly hour’s budget.

 Interview, hire, train, coach/development of the call center management team, including: Floor Supervisors, Trainers, and Quality Department Manager/Supervisor.

 Administer performance management by recognizing areas of opportunity, providing effective feedback, coaching, training, professional development, and corrective action plans.

Ellenstein Stores Inc., Evansville, IN (Oct 2005- May 2006)

Credit/Collection Supervisor

 Exceeded daily, weekly, and monthly performance goals.

 Perform daily reporting on new credit accounts within finance department along with the back end monthly collection accounts.

 Developed strong team of collection and credit representatives.

 Created new policies, procedures, and bonus structure within the finance department.

American General Finance, Evansville, IN (Jan 2003 to Oct 2005)

Outbound Collections Representative (Level 6)

 Outbound/Inbound collection on delinquent accounts.

 Lead call center focus group.

 Side-by-side trainer for new employees.

 Maintained team lead for two years, motivated team through goal setting and competition within our team setting.

CMC, Evansville, IN (2001- Jan 2003)

Outbound Collections (Level 2) Representative

 Outbound collections on past due credit card accounts.

 Negotiated dispute settlements between customers and merchants.

 Assisted in filing and processing bankruptcy information on accounts.

 Command center specialist upon request.

 Side-by-side trainer for new employees.

 Reduced collection center cost by recommending a change in the dialer system; top management implemented the change.

EDUCATION

Ivy Tech State College, Evansville, IN 47712

Major: Business Administration

Associates in Science.

Graduated December 2004. GPA in major: 3.5

Franklin University, Columbus, OH

Major: (BS) degree in Business Administration

Graduated December 2006. GPA in major: 3.82

Franklin University, Columbus, OH

Major: (MBA) Masters in Business Administration

Expected to graduate in December 2010.

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