Call center manager

James W. White

**** ******** ***** ? Locust Grove, Georgia 30248 ? 678-***-**** home ? 678-***-**** cell ?*************@*********.***

Professional

Objective Highly motivated professional seeking to obtain a Management position with your company where my related background and qualifications will be of value.

Qualification

Summary ? Successful track record of top performance in the areas of business/operations management, telecommunications/technical services, project management, quality control, customer service, sales, inventory control and implementing policies and procedures.

? Visionary professional with extensive success in formulating and implementing initiatives to achieve corporate objectives.

? Skilled in identifying issues and developing successful approaches to resolve problems and providing direction.

? Supervised, trained and motivated 100+ employees to achieve maximum performance including 20+ direct reports.

? Served as liaison between Bellsouth and customers to ensure resolution of DSL and other issues prior to escalation to Public Service Commission (PSC).

? MSOC certified through Bellsouth.

? Supervised, trained and motivated employees in call-center environment to achieve high quality customer service and account management.

? Highly effective negotiator, with superior abilities in communicating effectively across all levels.

? Consistently received outstanding performance evaluations in all positions held.

? Computer proficient.

Professional

Experience

B&A EMISSIONS, Atlanta, Georgia

General Manager, (Aug 2004 – Present)

• Applied leadership skills to establish and manage business specializing in providing emissions services to the public. Manage fixed location while also providing mobile services to clients.

• Successful in negotiating and finalizing contracts with 18+ new and pre-owned dealerships in metro Atlanta.

• Implement operational procedures to ensure maximum performance of all equipment.

• Recruit, hire and train contractors for temporary assignments involving servicing of large fleet contracts.

• Consistently excel in customer satisfaction, quality control and problem solving.

BELLSOUTH, Atlanta, Georgia (1979 - 2004)

Advanced through the ranks to middle management due to outstanding performance and leadership abilities.

Manager, (Oct 2000 – Aug 2004)

• Promoted to this management/leadership position due to outstanding performance in previous positions.

• Selected by management to implement Six Sigma/MSOC Concepts-Management Systems Operation and Control.

• Ensured efficient operation of project team in fast-paced call center environment.

• Held project oversight for proper provisioning of DSL Internet service on customer accounts.

• Supported internet service providers in implementing quality service for accounts.

• Assisted with provisioning internet service providers order processing through Service Order Interface Gateway (SOEG).

• Performed employee evaluations, employee development and interact with all levels of management to ensure quality service.

• Developed and communicated strategies resulting in efficient intradepartmental interaction.

• Served as an active member on Order Support Center Focus Team and Process Improvement Team.

• Contributed to implementation of evaluation measurements for the Order Support Center scheduling, adherence, quality and quantity of work.

• Managed escalation process of all missed DSL orders, for Bellsouth region.

James W. White Page 2

Professional

Experience

(CONTINUED) BELLSOUTH, Atlanta, Georgia - CONTINUED

Incubation Coach, (Nov 1999 – Oct 2000)

• Supervised, trained and motivated Sales Representatives completing training to implement high quality customer service while servicing the public.

• Documented activities and informed senior management regarding progress and problems encountered.

Project Manager, (July 1998 – Oct 1999)

• Promoted to this management position due to outstanding performance in previous assignments.

• Successfully supervised, trained and evaluated Service Representatives in company’s project “JAZZ”, a bill consolidation initiative.

• Communicated progress of program to senior management including problems and issues encountered.

Marathon Lab Representative, (Sept 1997 – June 1998)

• Ensured proper monitoring of business & residential accounts selected to participate in User Acceptance Training regarding products and services.

• Communicated results of Marathon Lab to Project Manager.

• Tasked by management to represent company during various marketing events.

BELLSOUTH, Louisville, Kentucky

Service Representative, (April 1979 – Sept 1991)

• Achieved all corporate sales & revenue goals while marketing and selling Bellsouth products & services.

• Ensured timely and efficient resolution of billing and product issues.

• Applied leadership skills to manage helpdesk teams in resolving servicing matters.

• Assisted customers with payment arrangements in accordance with company policies and procedures goals and objectives to high quality standards.

• Selected by management to represent company during various marketing events.

Education Sullivan University, Louisville, Kentucky

Eastern Kentucky University, Richmond, Kentucky

Completed combined total of 3 years Business Administration studies.

Personal Salary negotiable. Available immediately.

References Excellent personal and professional references will be provided on request.

Contact this candidate