Customer Service Sales
Resume:
SHAWN UWAINE
************@*****.***
Career Objective : To secure a position within a secure and professional working environment
SUMMARY OF QUALIFICATIONS
Operations: Scheduling and forecasting in a call center environment, Forecasting inbound call trends, Efficient employment placing (Job placement recruiting), Corporate product and process trainer, Writing department policies and procedures, Systems and Procedure Auditor, Sales Trend Analysts, Writing and issuing performance evaluations (60 – 90 days), Develop and implement performance metrics based on the nature of the business, reporting employee production / performance levels, Customer retention.
Sales: Account Manager for B2B / B2C customers, Background in Sales and Marketing, Multi level marketing (Binary System), Reporting sales trends and sales forecasts, Achieving department sales quotas, Develop and implementing sales programs to increase company revenue.
Technical skills: Behavioral Recruiting interview, Background in Telecommunications (VOICE and DATA), Basic office IT administrative skills, PC applications savvy, Excel, Word, Access, Call Center programs: AVAYA, Panasonic, Meridian Max, Right Now, NEC, Sales Force, IVR (Interactive Voice Recognition) set up and implementation.
EMPLOYMENT HISTORY
VXI GLOBAL SOLUTIONS, Los Angeles, CA
June 2010 - April 2011
Call Center Operations Admin Supervisor : Out bound and in bound call center supporting Verizon Wireless customers in sales and customer service. Assure that all agents are assigned in the correct campaign with the correct skill code and priority level, real time skill code between skill codes based on call volume and occupancy rate, Written and implemented new departmental policies and procedures, Report sales trends on daily basis, Monitor Outbound lead penetration on a daily basis, tracking burn rates, and RPC (right party contacts) vs. connects based on disposition, developed and implemented an agent weekly performance report which contained five major areas of performance, billable hours (attendance), total dials /contacts, weekly sales total, SPH sales per hour, QA quality assurance score, monitored inbound call volume and trend included inbound performance metrics: occupancy rate, abandoned rate, over all service level percentage.
Accomplishments: As the operations Administrator, I have created an Inbound campaign which consists of twenty five (25) phone representatives and one (1) Supervisor. The inbound team handles an array of inbound calls ranging from customer service related calls to direct sales calls.
*Salary : $45K/annually. I resigned from VXI Global Solutions to care for a family member out of state in Texas. I recently arrived back permanently two weeks ago.
FOX RENT A CAR, Los Angeles, CA
July 2008 - February 2010
Call Center Manager : Inbound Call Center which handled over the phone car reservations and customer service inquiries. During my time as the Call Center Manager I was able to successfully change the department organization, extend the operation to service customers 24 hours 7 days a week, Implemented a performance evaluation structure of 30, 60 and 90 days, created and successfully implemented a new 24 hour Roadside Assistance program which generated over 25k in additional revenue within two months, managed all telecommunications (VOICE) projects, track call volumes to assure correct staffing is available, track sales trends, provide feedback and suggestions for improvements, provided daily call handling reports which included: Talk Time, Average Handling Time, Hold Time, Ring Time, Abandoned calls.
Accomplishments: During my employment, I managed to create an in-house Roadside Assistance department which operated 24 hours a day, 7 days a week. The Roadside Assistance program gained over ten thousand dollars in revenue.
*Salary : $60K/annually. At the beginning of the year 2010 there was a change in Management due to budget, my position as the Call Center Manager was released.
AMERICAN TOURS INTERNATIONAL, Los Angeles, CA
August 2007 - February 2008
Call Center Operations Manager : Inbound call center which assisted travel agencies at securing hotel room reservations for international and domestic travelers. My responsibilities included account verification, sales verification, and product verification. On a daily basis the department would receive incoming fax transmissions requesting reservation approval from various travel agencies; our department handled over one thousand approval requests on a daily basis, assisting the largest account AAA (American Automobile Association) handled all of their members in booking and organizing their travel plans, also handled group reservations which involved travel itineraries, for any travel stay over one week I would need to contact the partner (hotel) and verify the reservation; at times the partner would need to re-locate the traveler while the traveler was in transit once this occurs I would need to follow up and assure that the traveler is well handled.
Accomplishments: During my employment, I created a 24 hour call center environment with three fulltime agents. Improved work flow processes by two days of production, attained an attrition rate of .05%.
*Salary : $50K/annually. During my time at ATI the Operations department experienced a downsize of 65% and no longer had need for a Call Center Operations Manager, my position was terminated
Robert Half International, El Segundo, CA
October 2006 – June 2007
OFFICE TEAM Employee Recruiter: Temporary to Permanent employment marketing across all industries general office duties, file clerk, receptionist, greeter, job function customer service personnel, data entry. Responsibilities included sales and marketing, Marketing goals (two weeks): 75 business contacts a day for two weeks / 15 scheduled client visits a week, Sales goals (two weeks): 25 interviews a day; complete fill 3 positions.
Accomplishments: During my employment, I managed to become the top sales recruiter within a seven month time frame. Gaining ten new major businesses and filling over 65 positions with a .3% attrition rate.
*Salary : $45K/annually plus commission. I resigned from RHI after finding a better opportunity at American Tours International
TelePacific Communications, Los Angeles, CA
February 2005 – September 2006
Account Development Specialist: Telecommunications Company servicing VOICE and DATA products. Responsibilities included managing twenty to fifty existing B2B (Business to Business) accounts on a daily basis assuring services and customer needs are up to par, Reached out to existing customers regarding account renewal and savings on current or new service options, conducted client visits to maintain customer relation and follow up on any necessary service inquiries, resigned existing accounts with new services.
Accomplishments: During my employment, I managed to retain and gain over 1.3 million dollars in revenue.
*Salary : $38K/annually. The department I worked in "Account Development" was terminated and because of seniority I was released from the company.
Herbalife International, Inglewood, CA
January 2001 – February 2005
Sales Order Supervisor: Health & Nutrition Wellness Company providing dietary supplements through a coaching level strategy. Over seeing fifteen to thirty representatives on a daily basis. Monitoring call performance levels in areas such as total talk time, average handle time, hold time, idle time, login hours, Provided assistance to our B2C business to customer independent distributors, Provided on the job coaching, Account research and reconciliation, efficient employee placing.
Accomplishments: During my employment, I started as a Temporary Customer Service agent, within 60 days I was brought on as a full time permanent employee. Within my first seven months I was promoted to a Supervisor.
*Salary : $30k/Annually. I resigned due to the company relocating.
PAGENET of Los Angeles, Santa Monica, CA
January 1998 – September 2000
Customer Service Supervisor/ Business to Business Account Specialist: Nationwide leader in the pager industry. Over seeing a department of ten to forty five inbound customer service representatives on a daily basis. Provided on the job coaching, monitored agents assuring quality assurance standards were met, delivered thirty day and 90 day performance evaluations.
Business to Business account specialist: Assured existing and or new customers service needs were met. Provided daily follow up calls regarding services. Consistent communication was provided and delivered to attain credibility.
Accomplishments: During my employment, I started as a Customer Service representative within six months I was promoted to a Lead, after 1 year I was then promoted to a Supervisor and handled Major business accounts and attained a sales team of sixteen representatives.
*Salary : $30K/annually. The company was acquired.
Education :
Cal-State LA (1994 – 1996), Information Technologies (Telecommunications)
Computer Technologies Institute (1996 - 1998) Completed Information Technologies course pertaining to Telecommunications (VOICE and DATA)
Contact this candidate