Call Center Supervisory Or Management
Resume:
Darell T. Brisker
Aurora Co 80015
********@*******.***
PROFESSIONAL SUMMARY
I am a professional, detailed-oriented individual, who has had extensive Management experience in a variety of industries. In addition to performing the duties of Supervisor and Manager, I have had extensive experience in the following areas: Customer Service, Direct Sales, and Technical Support for such companies as Qwest Communications, MCI Telecommunications, and DirecTV. In addition, I am experienced in the use of Microsoft Office Suite and I possess some Network experience. I am expert at maintaining a positive work environment, that supports a quality driven team and identifying any issues that may inhibit both individual and team performance. I have received numerous Quality, Sales, and Performance awards from a variety of companies. I am a highly self-motivated, mature individual who possesses strong verbal and written communication skills. I am an enthusiastic team player who is committed to a high quality of work.
PROFESSIONAL PROFILE
Business Results-
Planning and budget adherence, strategy analysis for continuous improvement
Environmental Control-
Maintained a safe and productive environment for associates; which consisted of fair and equitable relations
Operational Success-
Achieved Performance Management targets
Client Communications-
Nurtured client relationships while uncovering opportunities for additional client support.
Resource Management-
Capacity management, telecom requirements, facilities management, staff forecasting, workflow allocation.
TECHNICAL SKILLS
Operating Systems: Microsoft Windows XP, IBM Mainframe, UNIX
Software: Microsoft SQL Server 2000, Microsoft Office Suite, Lotus Applications, Win Zip, Earthlink 5.0
Specialized Skills: Telecom Products, Forecasting, Business Analysis, Payroll, Conflict Resolution, Performance Management, Training, Coaching and Development, Supervisor/Management skills, Statistical Reporting and Analysis, Quality Assurance, Service Level and Interval Monitoring, Customer Service skills in a Telecommunications environment, Ability to make sound business decisions, Excellent verbal and written communication skills
EXPERIENCE
DirecTV Denver, Colorado
Technical Support Customer Service Supervisor September 2007 – September 2008
Supervised direct reports
Communicated customer service performance objectives to service staff
Motivated and mentored staff daily to provide consistent top quality service to providers and members
Partnered with internal departments to resolve technical issues with regard to customer accounts
Served as the first point of escalation for procedural and technical issues and coaching staff regarding how to effectively resolve the issues
Maintained a positive work environment and supported a quality driven team.
Identified and resolved issues that inhibited individual and team performance.
Met and exceeded monthly sales performance goals
Provided leadership, direction, and guidance to coaches and senior representatives
Coached employees in the development of their career paths, utilizing career development programs
Managed administrative duties, including but not limited to, Monthly and Quarterly Appraisals, and Employee Reprimands/Improvement Plans, Payroll, Coordinating Staffing Needs, Tracking against Current Performance Goals,
Ensured compliance by performing Quality Assurance Monitoring and monitoring Service Level and Intervals
New Prime Lending Denver, Colorado
Mortgage Officer March 2007 – September 2007
Prepared loan applications for prospective customers
Denver Grocers Denver, Colorado
Beverage Plant Supervisor October 2004-Feb 2007
Supervised the production line, maintained orders as well as made sure plant regulations were met. Set priorities for the team to ensure task completion; coordinates work activities. Maintained licenses for fork lift operators as well as production staff. Coordinated staffing needs and placed shipment orders as needed. Interfaced with other departments to resolve issues related to the production line. Oversaw and communicated daily performance objectives.
United Healthcare Albuquerque, New Mexico
Call Center Manager June 2000 – August 2004
Supervised direct reports
Motivated and mentored staff daily to provide consistent top quality service to providers and members
Served as the first point of escalation for procedural and technical issues and coaching staff regarding how to effectively resolve the issues
Maintained a positive work environment and supported a quality driven team
Identified and resolved issues that inhibited individual and team performance
Coached employees in the development of their career paths, utilizing career development programs
Client Logic Albuquerque, New Mexico
Technical Support Manager February 1996– June 2000
Supervised direct reports
Collaborated with users to define business processes and information systems for
supporting those processes
Analyzed system and solution alternatives and make recommendations to clients
(EarthLink 5.0)
Assisted in formulating, defining systems scope and objectives through research and fact-
finding
Investigated trends, identified root problems and collaboratively worked with specific
team/individuals to resolve issue
Payroll
First Trust Corporation Denver, Colorado
Manager of Operations March 1993- February 1996
Supervised direct reports
Transfer of Mutual funds, Stocks and bonds in preparation for trading
Managed daily relationships with investment managers
Participated in the on-going reconciliation process among the Portfolio Management Group, outside Investment Managers, custodial bank and accounting groups
Assisted in the compliance reporting and monitoring on a day-to-day basis
EDUCATION
University of Michigan Ann Arbor, Michigan
BA: Business Administration May 1984
REFERENCES
Professional references will be provided upon request.
Contact this candidate