Eager Employee
Resume:
Port Saint Lucie, Fl ***** Cell 754-***-****
E-mail : *******.*****@*****.***
Stanley B. Cadet
.
Work Experience Ocwen Financial 08/2007 – 04/2009
Floor Lead/Supervisor
• Supervised the day to day activities of inbound call center operations with involved managed queues, coordinated outbound campaigns, forecasted call volume for scheduling, created schedules for 75+ agents, ensured all agents were adhering to their schedules
• Assisted with new hire process including desk top setup, network configurations, creation of Citrix username and passwords, trained agents to properly use CTIOS Cisco Agent Desktop IP Soft Phone.
• Managed staff utilizing Cisco Agent re-skilling tool
• Provided support to staff including coaching, motivating, feedback, taking escalated calls and quality assurance
• Assisted with the interviewing and hiring process
Trade Station Group 05/2006 – 08/2007
Client Service Tech Support
• Handled technical support calls and assisted clients with timely and accurate answers to their questions
• Assisted with daily technical support emails and used problem-solving skills to quickly resolve clients' inquiries
• Contacted clients to assure proficiency with the company platform
• Supported clients with the downloading of platforms, account setup, billing issues, user education, and troubleshooting of technical issues
Tiger Direct.com 09/2005 – 01/2006
Customer Service/Tech Support
• Duties involved assisting customers with any and all questions
• Reviewed invoices, account balances and explaining charges
• Assisted customers in programming of features, taking payments, placing orders and giving order status
• Escalated problem issues while ensuring customer satisfaction as needed
• Assisted customer with detecting defects in products
The Answer Group (TAG) 04/2003 – 05/2005
Technical Support
• Provided technical support as well as customer satisfaction for Sprint DSL customers
• Dispatched field technicians when necessary to correct any issues
• Assisted customers with modem/router configuration
• Responsible for compiling and analyzing consumer response data
• Checked for connectivity issues in D-slams and Red backs
• Offered and up-sold speed upgrades and other DSL related equipment
Redline Quest 05/2004 – 07/2005
IT Assistant/ Technical Support
• Monitored and trouble shot network issues
• Managed projects involving implementation of Point of Sale data capture
• Tested network enhancements and supervised new software roll out
• Assisted and monitored inter/intranet connection for organization
Intercept Billing Company 06/2002 – 03/2003
Quality Assurance
• Handled escalated issues
• Established and maintained a quality assurance system to measure quality and productivity
• Provided script training and assistance to customer service agents
• Developed incentive program to reward high scoring customer service representatives
• Monitored service calls to observe employees demeanor, technical accuracy and conformity to company policy
• Created and maintained company’s base systems reports
Direct TV 02/2001 – 05/2002
Sales Consultant
• Maintained customers in ‘real’ time to ensure up to date information is captured
• Completed all fields, protocols, etc to avoid duplication of orders and maintain quality assurance
• Captured clients information right ‘up front’ via ordering system
• Provided information on products available and assisted customers in choosing the best product for their needs
• Investigated root causes of customer complaints and recommended corrective action
• Performed statistical analysis of sales reports and provided results to management
Footlocker 07/1999 – 02/2001
Assistant Manager
• Maintained visual merchandising
• Assisted and supervised sales agents
• Delegated responsibility and maintained store awareness
• Maintained quality productivity
• Arranged for repair and replacement of defective items covered by warranty
• Trained and mentored new hires
• Responsible for maintaining timesheets to ensure quality and avoid payroll issues
• Provided feedback to agents including reviews, appraisals and issued corrective action when needed
Convergys 04/1999 – 01/2000
AT&T Call Specialist
• Duties involved assisting customers with any and all questions
• Reviewed invoices, account balances and explaining charges
• Offered company’s promotions and incentive programs to existing customers
• Assisted customers in programming of features, taking payments, placing orders and giving order status
• Escalated problem issues while ensuring customer satisfaction as needed
Job Corps 02/2002 – 06/2002
Certified Nursing Assistant (CNA)
Skills Computer literate. Proficient in Microsoft Word, Excel outlook/outlook express. General network knowledge. Citrix, Cisco. Most Microsoft products, WAN, LAN, networkers printer setup. Combined skills of customer service, technology training and computer troubleshooting. Know how to present technical information to non-technical audiences
Course Work
Coaching and Development Certification 2002
PROFILE
Fundraising
2008 Heart Walk – Assisted in Organizing company wide effort in raising over $16,000.00 placing the company 3rd in the Greater West Palm Beach Area.
2008 founding member of Ocwen Fun Committee.
Accomplishments
Developed legal scripting for Ibill (intercept Billing)
Founding member of Ibill's quality assurance dept.
Assisted in creation of QA scoring form & and point scale.
Software Knowledge
Microsoft Office Suite
CTIOS Supervisor Desktop, CISCO Agent Re-skilling tool
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