Proven Leader - Willing to Relocate

DAMEON A. ROSE W**** State Road **

La Crosse, Wisconsin 54601

*****@********.*** Cell:608-***-****

Work: 608-***-****

SUMMARY OF EXPERIENCE

Senior Team Lead within Apac Customer Services for 4 Years, 10 Plus Years of Customer Service Experience, Communications Degree, Proven Ability to manage Client/APAC KPI’s, Attrition, Absenteeism. Fully immersed in the HR aspect of Apac Customer Services (panel interviewing for Both CSR and TL positions). Certified Team Lead. Team Lead of the Year 2011 – Verizon Wireless One Bill/Apac.

Objective: To use my proven Leadership Competencies and communication skills to further my career-path in a Leadership Role.

June 07-Current: APAC Customer services Inc., La Crosse Site

A leader in outsourced services for Fortune 500 clients.

Team Leader/Supervisor: Leader of 12-16 CSR Team for Verizon Wireless Onebill

• Completed Learning Management System Requirements for Certified Team Lead Qualifications. Result: Certified Team Lead

• Provide Coaching to CSR’s to obtain Client KPI’s. Result: Able to be consistent in client goal for Rep Resolve – 90%

• Deliver Continued Re-Current Training Result: Ensure that all CSR’s are knowledgeable in Client Program to ensure providing World Class Customer Service.

• Manage Absenteeism, Attrition and Rep Resolve on a daily basis. Result: Absenteeism: 6.10% Attrition: 10% Rep Resolve: 89%

• Experience in Operation Manager Duties Result: Given additional responsibilities to further my career aspirations.

• Goal Oriented

• Action Plan Driven – Able to set SMART action plans to drive performance.

• Decision Maker – Able to make decisions that are appropriate and beneficial to both the Apac and Client

• Collaborative Coach – Able to obtain buy-in from CSR’s and Co-Workers to obtain desired outcome

• Proven POC – Able to be entrusted in running business when Senior Leadership is not on site

Jan 05-

Sep 07

Valley View Fitness Express La Crosse, Wisconsin

Night Manager: Provided membership sales and support, Personal Training, Training, Building Maintenance

• Provided Personal Training Regimens for customers to obtain desired fitness goal Result: Return Clients based on Rapport and fitness results.

• Membership Sales for potential customers. Result: Consistently obtained Location sales goals.

• Recurrent Training and Initial Training for New Employees Result: Very low attrition leading to positive base of employees ranging from tenure of 1-3 years.

Education:

1992 – 1996 De Soto High School De Soto, Wisconsin

2001 – 2005 Western Technical College La Crosse, Wisconsin

Associates Applied Science Visual Communications

Continued Education IT Support – Consumer End

Qualifications/Awards/Certifications

• Letter of Excellence from VP of Operations – Art Di Bari – Apac Customer Services

• Certified Team Leader (Can Provide Plaque and Ring)

• Proficient in Microsoft Office (Word, Excel, Access, Powerpoint, Sharepoint, Outlook)

• Experienced in IEX – able to manage floor based on Customer Service Level, forecast, and needed recurrent training

• Experienced with CMS

• Experienced with E Witness Application

• Experienced with Insight Reporting

• Experienced in recruitment and development

References:

Fred Williams

Operations Manager

Apac Customer Services

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

Kari Haun

Operations Manager

Apac Customer Services

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

Darlene Haller

Operations Manager

Apac Customer Services

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

Kelly O Brien

General Manager

Apac Customer Services

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

Todd Brudos

Human Resources Manager

Apac Customer Services

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

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