Corporate Training
Resume:
DEMETRIS CARTER, MBA
**** ******** ******, *********, ********* 71052
***************@*********.***
Highly motivated and astute professional, with more than 12 years of experience in human resources functions, personnel management, and customer service. Adept at providing personnel assistance in identifying, evaluating, and resolving human relations within the organization to facilitate communication and improve employees’ work performance. Hands-on manager with outstanding leadership, problem resolution, and relationship-building skills; enjoys challenges and demands to multitask in competitively changing and fast-paced environment.
CORE COMPETENCIES
LEADERSHIP AND MANAGEMENT
- Exemplifying strong leadership skills in executing aspects of HR initiatives and personnel management.
- Utilizing strong multitasking abilities involving planning, goal setting, personnel recruitment and staffing, and customer service skills that contribute to revenue profit as well as business growth.
- Setting and establishing performance goals for employees to attain company goals.
EMPLOYEE TRAINING AND MOTIVATION
- Motivating personnel to perform at high efficiency levels; applying exceptional talent in recruiting, hiring, and developing support staff.
- Demonstrating commitment in sharing knowledge toward a common goal of attaining corporate objectives.
CUSTOMER SERVICE AND RELATIONS
- Developing and managing customer relations, promoting goodwill, and generating repeat/referral business that significantly boost sales profitability.
- Cultivating customer relations while resolving any service issues that arose and ensuring customer satisfaction in a timely manner.
STANDARD COMPLIANCE
- Ensuring compliance with company policies and procedures in the areas of administration/management and human resources.
TECHNICAL ACUMEN
- Demonstrating proficiency in utilizing several computer applications, including Microsoft Office Suite (Word, Excel, and PowerPoint), OLS (On Line System), BOCRIS, Siebel, as well as ROS and TAFI.
CAREER SUMMARY
AT&T | SHREVEPORT, LA
OPERATIONS MANAGER / CUSTOMER SERVICE MANAGER, 2008–PRESENT
- Handle a broad array of intermediate duties in rendering leadership and strategic supervision to a team of highly motivated and peak-performing customer associates responsible for providing DSL Tier I technical support.
- Evaluate employee performance to determine areas needing improvement and promote professional development / advancement; work closely with the management in establishing and implementing Best in Class (BIC) workshops to improve FCR scores in conformance to procedural standards.
- Identify all escalated issues / problems to facilitate resolutions, and provide quality customer service.
- Render human resources functions in the areas of recruitment, CSA interviews, hiring, training, employee performance evaluation, and all employee CWA issues and grievances.
- Design and implement strategic coaching plans with direct reports, instrumental in meeting / exceeding company targets and goals.
BELLSOUTH TELECOMMUNICATIONS | SHREVEPORT, LA
SALES COACH / TEAM MANAGER, 2006–2008
INITIAL TRAINING MANAGER, 2005–2006
BRANCH SALES COACH, 2004–2005
TEAM LEADER, 2003–2004
SALES AND SERVICE ASSOCIATE / ERROR CORRECTION SPECIALIST, 2001–2003
- Trained subordinates in conjunction to product-related concerns arising from customers inquiries / concerns.
- Created, developed, and implemented incentive-based performance plans, including management of short- and long-term incentives that motivated company-wide employee efforts and performance toward achievement of corporate goals and objectives.
- Orchestrated all aspects of personnel management, including providing oversight to employee attendance and performance, maintaining all employee records, applying actions on disciplinary problems, terminating employee contracts, and administering performance evaluations.
- Executed full spectrum of human resources functions in managing a team of call center employees, comprised of more than two sales associates, solutions specialists, and service representatives located in a Small Business Call Center.
- Demonstrated leadership distinctions in providing training and motivation to subordinates in the areas of handling strategic marketing through telephone, and developing service and negotiation skills that enabled the attainment of sales and service goals.
- Ensured that all processes adhered to FCC and PSC regulations as well as company policies and procedures.
- Implemented and led trainings on all Appraisal Measurement Plans (APM) and Incentive Compensation Plans for sales associates.
- Handled extreme pressures and complex business situations with composure, complemented with leveraged analytical mind in capturing important issues and providing appropriate action plans that secured positive outcome.
EARLIER CAREER
ACCOUNTING CLERK, SOUTHERN UNIVERSITY COMPTROLLER’S OFFICE | BATON ROUGE, LA | 1999–2001
EDUCATION
UNIVERSITY OF PHOENIX | BOSSIER CITY, LA | 2011
MASTER OF BUSINESS ADMINISTRATION
SOUTHERN UNIVERSITY | BATON ROUGE, LA | 2000
BACHELOR OF SCIENCE IN BIOLOGY
PROFESSIONAL TRAINING
ANNUAL EXTRAORDINARY LEADERSHIP AND MANAGEMENT TRAINING, BELLSOUTH / AT&T
AWARD
COACHING EXCELLENCE AWARD, 2007
PROFESSIONAL AFFILIATIONS AND ACTIVITIES
- United Way Coordinator, Local Chairperson / Fundraiser
- Telecom Pioneers of America, Member-at-Large
- Sunshine Baptist Church, Financial Secretary
- Upward Bound Ministries (nonprofit organization), Board of Directors
- Delta Sigma Theta Sorority Incorporated, Member
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