Customer Service Sales

TAMARA A.BRODERICK

**** ******* ***, ******, ** 33327●Tel:954-***-****●Email: ***************@*******.***

OBJECTIVE

To secure a position within a progressive company where my solid interpersonal and organizational skills, as well as my attention to detail and work ethic may be effectively utilized as a catalyst for upward mobility.

EDUCATION

- Broward Community College, Pembroke Pines, FL 1996-1998

Associates of Arts, Liberal Arts - Major in Education

- Florida Atlantic University, Davie, FL 1999-2002

Bachelor’s of Arts, Dorothy Schmidt College of Liberal Arts - Major in Sociology

- Council on Education in Management, Fort Lauderdale, FL 2003

Human Resources/Personnel Assistant Certificate

- Florida Teacher Certification Examination-Elementary Education K-6 2005

EMPLOYMENT HISTORY

i-Solutions Contact Centre Ltd., Kingston Jamaica Aug 2009 – October 2011

Assistant Quality Control Manager and HR Coordinator

- Monitor all inbound and outbound dialing to ensure optimum agent performance, including call quality and efficient back office operations as required

- Liaise with relevant client personnel to maintain positive working relationship as it relates to overall performance and goals

- Advise management of client feedback and propose adjustments to program, technology and personnel to fully maximize efficiency and meet or surpass client expectations

- Collaborate and communicate effectively with IT to ensure agent and program success

- Monitor and maintain the HR database, including but not limited to, maintaining employee records, new and existing resumes, placing employment ads.

- Coordinate and schedule preliminary interviews of candidates with recommendations to HR manager

- Compose, maintain and administrate company handbook and organizational chart, including the hosting of scheduled staff meetings to review and implement changes to company policies and procedures

Broward County Schools, Manatee Bay Elementary January 2005-May 2006

- Pool Substitute Teacher (January 2005-March 2005)

- Interim Substitute Teacher for 1st grade (March 2005-June 2005)

- Interim Substitute Teacher for 4th grade (October 2005-May 2006)

Carnival Cruise Lines, Miramar FL May 2004-January 2005

Personal Vacation Planner

- Generated sales for Consumer Research Department, utilizing historical guest data.

- Achieved daily quotas by exercising excellent time management and organizational skills in a high impact telesales environment.

SuperClubs All-Inclusive Resorts, Hollywood, FL June 2001-May 2004

Sales/Customer Service Supervisor 2003-2004

- Provided daily and weekly quotas statistics directly to VP of Sales, in addition to individual agent performance and productivity.

- Provided training to the newly formed Group Department in Kingston Jamaica in Customer Service, Group Procedure and all other SuperClubs brands throughout the Caribbean. Monitoring of all inbound call volume and quality control within the Sales Department to ensure a 0% abandonment rate.

- Managed all Barter Accounts and Complimentary Reservations including reservations received through prize and compensation letters and barter agreements.

- Inside Sales and Customer Service Representative for entire North Eastern United States.

- Developed and provided solutions to resolve all operational and interdepartmental issues in a timely manner.

Group Sales and Incentive Associate 2003

- Negotiated Group sales and contracts within the Superclubs All-Inclusive resort chain.

- Managed issuance and follow up on Group Proposals.

- Created group contracts for retail, wholesale and direct clients, including the servicing and maintenance of these accounts in an effort to ensure complete customer service satisfaction.

- Liaison with hotel sales departments to ensure all policies and procedures were adhered to.

- Provided Sales Managers with weekly communication and updates.

- Delivered updates with Daily Report on Group deposits, all contracts and proposal ratios.

- Assisted with the training and acclamation of new local team members on all brands and department procedures.

Reservations Sales Consultant/Assistant Supervisor for Wholesale Department 2001-2003

- Reservations and Sales agent for an inbound call center for a major All-Inclusive Resort Company in the Caribbean.

- Implemented tracking system to accurately record all complimentary nights received by our guests.

- Responsible for handling major wholesale accounts on company’s behalf. Duties included initiating new business, maintenance of accounts, and the handling all customer service issues on these accounts.

- Accounting liaison with the Reservations and Wholesale Departments.

- Responsible for resolving any customer/account issues within the Wholesale Department.

Broward County Schools, Lakeside Elementary September 2006-June 2001

After-School Care Counselor/Substitute Teacher

- Provided a structured atmosphere enabling students to take part in organized activities and events after school.

- Supervised and assisted students with homework, reading, arts and crafts.

- Liaison with parents on child’s behalf

- Substitute teacher for Broward County

Skills

- Microsoft Office; PowerPoint, Word, Excel, and Access

- Specialize in SABRE and HDS Passenger Reservations Systems

- Siebel

References Available upon request

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