DANNON VICK

863-***-**** (H)

eee2js@r.postjobfree.com

**** * ****** **** **** #385

Lakeland, Fl. 33809

QUALIFICATIONS

Extensive call center management experience in customer service, sales, and financial services. Possesses strong leadership skills in motivation, collaborative coaching, and team leadership. Skilled at applying technology in report generation and interpretation, call routing analysis, and workload assignment.

EXPERIENCE

July 2009 – May 2010 Alltel Communications Tampa, Fl

CSR

August 2001 – April 2009 GC Services, LP Lakeland, Fl (August 01 – August 08)

Oklahoma City, OK (August 08 – April 09)

Project Manager, Director of Floor Operation (January 2003-April 2009)

Top-level on-site manager responsible for operation of nine multi-shift teams in a 120-seat bilingual call center including front line managers, quality assurance specialists, and trainers. Duties included:

- Coordinating workgroup assignments to process 8000+ daily inbound and outbound calls, ensuring timely service and an exceptional customer experience.

- Driving productivity and quality performance to 11 calls per hour with 95% quality, which consistently exceeded client requirements.

- Implementing and maintaining a culture of praise and positive reinforcement for all employees under span of control.

- Compiling data and analyzing automated reporting to identify performance trends.

- Developing and implementing project and employee-level action plans.

- Completing employee evaluations including weekly progress reports, monthly deliverables, and incentive qualifications.

- Minimizing turnover and absenteeism

- Producing staffing projections while supervising the recruiting, training and integration of new hires.

- Developing and implementing corporate departmental policy in association with client business leaders.

Unit Manager (August 2001-December 2002)

- Direct supervisory responsibility for a team of 15 - 25 agents in a call center environment. Duties included:

- Coaching agents through positive reinforcement.

- Monitoring and evaluating 15 calls per month on each agent. Providing feedback and guidance in individual coaching sessions based upon observations.

- Guiding agents to exceed productivity goals by an average of 25% through a combination of efficient call handling and minimization of non-work activities such as wrap and idle.

- Developing outstanding performers. As a result 12 direct reports continued their careers in advanced roles such as Manager Trainee, Unit Manager, Quality Analyst, Trainer, and Assistant Manager.

- Collaborating with under-performing agents to guide them through Performance Improvement Plans.

- Completing administrative responsibilities such as payroll and utilization audits with exceptional accuracy and timeliness.

March 2001- August 2001 GEICO Direct Insurance Lakeland, Fl

Senior Insurance Sales Counselor

- Provide potential new customers with information about insurance services in a call center environment.

- Build and maintain high levels rapport with new customers.

- Promptly and accurately move though insurance application process, while always pursuing the sale.

- Ensure both internal and external customer satisfaction at all times.

- Train sales skills to new employees

December 1998 – March 2001 Software Spectrum Tampa, FL

Senior Customer Care Consultant

- Provide second level technical support to dial-up internet users in an inbound call center environment

Display excellence in cross-sale marketing

EDUCATION & CERTIFICATION

- January 1999: Law Enforcement Officer certification, Florida Department of Law Enforcement

- May 2001: A.S. in Criminal Justice. Polk Community College

- March 2010: Six Sigma Green Belt & Lean/DFSS Certification

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