Tamara C. Scott

TAMARA C. SCOTT

**** *** ********** *****

ANTIOCH, TENNESSEE 37013

PHONE: 615-***-****

MOBILE: 615-***-****

******@*****.***

SUMMARY:

Customer Service/Sales Management professional with fourteen years experience. Strengths include communication and problem solving skills as well as clerical and data entry experience. Quick learner. Self-motivated. Team builder.

WORK HISTORY:

AT&T MOBILITY

AUGUST 2004 TO PRESENT

DMDR RESOURCE MANAGER

Partners with hiring managers and HR partners to source, interview, and screen pre-qualified candidates for telesales job openings. Facilitates new hire orientation by familiarizing new candidates with AT&T’s policies and procedures and company benefits. Streamlines absence management processes and procedures within the call center environment. Works collaboratively with employees, management, human resources, and leave and disability administrator as liaison for FMLA and disability cases. Ensures employees’ adherence to AT&T’s policies and procedures, including Code of Business Conduct, AT&T’s policies prohibiting discrimination and/or harassment in the workplace, and those policies governing AT&T’s FLSA compliance. Promptly responds to employee grievances or complaints arising under Cingular policy or otherwise. Disciplines employees for violation of AT&T’s policies and procedures. Exercises authority to recommend termination of employees determined to be in violation. Acts as a liaison between AT&T and Communication Workers of America to ensure adherence of the labor relations agreement between the company and the local union entity.

AT&T MOBILITY

FEBRUARY 2002 TO AUGUST 2004

SALES TEAM MANAGER

Supervises staff involved in new activation sales and retention. Strong knowledge of customer systems and products/services. Works closely with managers and staff to assess and meet sales goals. Participates in work of direct reports. Trains, guides and monitors employee performance. Monitors calls in sales to ensure proper productivity and quality. Participates in the development, implementation and update of Telesales training. Responsible for resource management of all telesales operations functions for various regions including meeting productivity goals. Reviews progress of telesales employees as related to productivity objectives and develops programs to improve overall call handling results. Serves as resource to others in the resolution of complex problems and issues. Leads special projects.

AT&T MOBILITY

SEPTEMBER 2001 TO FEBRUARY 2002

TELESALES SALES CONSULTANT

Supports the sales channel. Assists new and existing customers with the purchase of wireless equipment and service in an inbound call center environment. Responsible for the sale of products and services. Responsible for increasing overall revenue.

BELLSOUTH MOBILITY/CINGULAR WIRELESS/AT&T MOBILITY

AUGUST 1999 TO SEPTEMBER 2001

CUSTOMER OPERATIONS ASSISTANT MANAGER 1

Develops telephone sales and negotiation skills of service representatives. Ensures that all orders are properly negotiated, billing inquiries are properly addressed and complaints are resolved. Works closely with other groups in the Company to ensure service requests are met.

Receives and resolves complex or sensitive customer complaints. Ensures company sales and service objectives are met. Performs collection activity on delinquent accounts.

TENNESSEE DEPARTMENT OF SAFETY, NASHVILLE, TENNESSEE

JULY 1996 TO AUGUST 1999

DRIVER LICENSE EXAMINER, SAFETY 1

Perform all functions and phases in processing applications for driver licenses, identification cards, driver permits, and handgun carry permits. Advise and assist applicants with requested information about Tennessee driver license laws, rules, regulations, policies and procedures. Prepare bank deposits and deposit cash funds on a daily basis. Organize and prepare monthly reconciliation for cash and supply activity. Maintain employee time records.

UNITED STATES ARMY, FORT CAMPBELL, KENTUCKY

NOVEMBER 1993 TO AUGUST 1995

92A AUTOMATED LOGISTICAL SPECIALIST

HONORABLE DISCHARGE

UNITED STATES ARMY RESERVE, NASHVILLE, TENNESSEE

OCTOBER 1995 TO PRESENT

92A AUTOMATED LOGISTICAL SPECIALIST

92Y UNIT SUPPLY SPECIALIST

Independently oversees storage and space utilization requirements relative to material activity, material configurations, inventory requirements, and conveyances. Consolidate and establish appropriate storage area assignments to maximize the proficiency for selection. Maintains accurate monthly reconciliation for units supply and food service activity. Maintains equipment accountability for unit.

TECHNOLOGICAL CAPABILITIES:

Windows NT, Windows 98, Windows XP, Microsoft 4.0, Microsoft Word, Excel, PeopleSoft, Kronos, CARE, Telegence

ACCOMPLISHMENTS:

Driver License Examiner Certification, Army Commendation Medal, Army Achievement Medal, Total Army Instructor Course Certification, Non-Commissioned Officer in charge of Weight and Physical Fitness programs for reserve unit, BellSouth Mobility Leader on Line 2nd Quarter 2000, attended workshop(s): 7 Habits of Highly Effective People and Dynamic Customer Service. Selected to participate on the Escalation Team for Bellsouth Mobility to resolve complex customer issues and complaints. Helped organize opening of telesales center, conducted staffing for inbound/outbound telesales center, and developed monthly sales incentives. Created and developed the Resource Manager position into a major job function that was incorporated in the internal sales division of Cingular Wireless, now AT&T Mobility.

EDUCATION:

NASHVILLE STATE COMMUNITY COLLEGE, TENNESSEE

Major: Business Management with strength in Small Business Administration

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