project manager/call center manager
Resume:
Lori Koppelmann
Charlotte, NC 28277
**************@*****.***
Career Snapshot
Ten years of customer service and sales experience in a high volume call center.
Call Center Manager for a Cable Television Company.
Executive Director for Wisconsin Main Street.
Successful Fund Raising Event Coordinator.
Managed 200+ Volunteer Base.
Certified Preschool Teacher and Curriculum Development.
Accolades
JD Powers Award for Outstanding Customer Care.
Developed call quality standards, sales strategies and development plan template used company wide.
Exceeded Annual Fundraising Goals by 100%.
Secured grants for non- profit organization.
Computer Skills
• Microsoft Office
• CRM Tools (eg Salesforce)
• Call Center Tools (eg Lucent, Avaya)
Call Center Manager
An award winning call center manager and sales professional who has a proven track record of producing strong sales results in multiple call center environments.
Call Center Team Leader Corporate Sales Trainer Manager Service Representative High Volume 24 Hour Call Centers
Key Skills
World-Class Customer Service Mgr
Sales Coach and Corporate Trainer
Excellent Communication Skills Strong Interpersonal Skills
Project Manager
Creative Problem Solver
Professional Experience
Calvary Child Development Center-Charlotte, NC
Wisconsin Main Street Tomahawk, WI. Fun and Fitness Instructor/Curriculum Developer July 2011-Present
Executive Director Feb.2009-Feb.2011
Salem Methodist Preschool-Barrington, IL Lead Teacher Curriculum Development Sept.2004-Nov.2007
Ameritech New Media-Itasca, IL Call Center Service and Sales Manager Oct.1996-April 1999
Ameritech Consumer Sales-Oakbrook, IL Team Leader/Corporate Trainer Nov.1993-Oct.1996
Gained extensive call center management experience with AT&T / SBC / Ameritech. Promoted from service representative to team leader and to Call Center Manager. Managed the turnaround of the worst performing call center to the top revenue producing call center in the state. Experience with CWA and other unions as the management representative for Ameritech. Launched a start up business and call center for Ameritech. Hired, trained, coached Team Leaders.
As a nonprofit director, managed and trained large volunteer base. Project managed five historic renovations and six fundraising events. In addition, secured funding from the city, corporate donations and grants. Co-developed website and authored monthly newsletters and reports to the Department of Labor. Created the four tiered program for a non-profit organization whose charter is preservation, revitalization and restoration of a historic downtown business district.
Education
Arizona State University, Tempe, AZ
Mesa Community College, Mesa, AZ
Rainey Harper College, Palatine, IL
Lead Teacher Certificate Program in Early Childhood
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