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Call Center Workforce - OMD Manager

Bardstown, Kentucky, 40004, United States
$32,000-$40,000 (NEGOTIABLE)
July 12, 2009

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Sara S Hornback


To obtain a career that I can not only grow personally, but use the skills acquired during my working and educational endeavor. I am very much a people person, and enjoy teaching what I learn or know. I am also a very analytical person and enjoy working to solve issues. Learning comes naturally to me, and I enjoy being able to pass this along to others. During my time as Supervisor/Manager on Duty/Front End Manager, I have learned that being responsible for others and helping them with issues, is not only professionally rewarding, but it is personally rewarding.


Fort Knox National Company (June 2002 - August 2008)

Customer Service Representative - Taking phone calls of clients wishing to make payment for various different company.

Training Assistant - Assisted the Training Manager/Quality Manager in preparing new associates for work on the floor taking phone calls.

Call Center Supervisor - Coached and developed a team of associates through ongoing training and feedback of calls reviewed. Provided monthly and yearly reviews to said team; reported all findings to Call Center Management/Training Management. Also assisted Workforce Management in scheduling and monitoring queues in the Call Center. Reported any issues in regards to the automated phone systems in place through hourly reports. Nightly Reports/Daily Reports were completed with accuracy and in a timely manner during our opening and closing schedules. *Won supervisor of the year award*

WINN DIXIE (July 2000 - September 2002)

Cashier - Provided excellent customer service in an efficient manner.

Front End Manager - Assisted customer with any issues regarding purchases, while upholding any and all Winn Dixie Policies. Assisted customers with Money Orders, Lottery, and returns/exchanges. Provided efficiency amongst the cashier group by regulating lunches/breaks to maintain excellent customer service and eliminate extreme line backups.

MOVIE GALLERY (Elizabethtown, KY) (December 1995 - June 2000)

Customer Service Associate - Provided excellent customer service while renting Movies, DVDs, and Video Games to ensure customer satisfaction. Assisted customers in finding movies that fit their likes/dislikes.

Manager On Duty - Provided feedback to associates/training of associates to provide excellent customer service. Assisted in sheduling and employee breaks and lunches. Counted all drawers to ensure accuracy of monetary values prior to store deposits. Received products in the store system with accuracy and prepped all new products for the floor.


Central Harding High School - graduated in 1998 with academic honors.

Elizabethtown Community College - No degree earned. Took core classes prior to moving on to a four year institution.

University of Louisville - Graduated in 2002 with two (2) BAs. Bachelors Degree in Art History and a Bachelors Degree in English.


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