Experience

Luther Rice College & Seminary
• United States
• Higher Education
• 1 - 100 Employee
• Full Time Student

  • 2018 - Present


Quest Diagnostic

• United States
• Information Technology & Services
• 300 - 400 Employee

• Call Center Representative

  • Feb 2017 - Present

  Call Center Agent assisting medical insurance applicants with medical interviews to prepare them for insurance coverage. Conduct phone interviews with prospective applicants, obtain personal medical information and set them up for personal medical evaluation. I also assist as a Quality Assurance representative to other training teammates to quantify and qualify phone conversations to assist them in coaching abilities of handling negative customers and medical information issues. Reviewing/coaching trainees in helping to achieve their customer service goals with all client customers through review, training and assisting in calls. Show less



Client Services Incorporated

• United States
• Financial Services
• 300 - 400 Employee

• Collections Specialist

  • Jul 2016 - Feb 2017

  Call center 3rd party collections agent. I worked with customers who have fallen behind in their account and work with them to find a solution to their balance and help them to come to a resolution to help eliminate their debt. Call center 3rd party collections agent. I worked with customers who have fallen behind in their account and work with them to find a solution to their balance and help them to come to a resolution to help eliminate their debt.



Enterprise Holdings

• United States
• Travel Arrangements
• 700 & Above Employee

• Escalation Manager

  • Apr 2014 - Jul 2016

  Escalations Supervisor in charge of taking escalated calls from customers in the customer service field, handling disputed transactions, incorrect reservations, billing, confirmations, and all aspects of the customer service field in the car rental department. Relocated to Illinois to be with family. Escalations Supervisor in charge of taking escalated calls from customers in the customer service field, handling disputed transactions, incorrect reservations, billing, confirmations, and all aspects of the customer service field in the car rental department. Relocated to Illinois to be with family.



The Results Companies

• United States
• Telecommunications
• 1 - 100 Employee

• Call Center Supervisor

  • Oct 2011 - Mar 2014

  Customer Service Supervisor located in a call center handling in-bound customer calls, customer service and sales for GE and Sirius/XM Radio. Manage 2 team leads and a staff of 55 full time employees and 35 part time employees utilizing coaching/staffing/sales techniques, training individuals in customer service, satisfaction, telephone/speaking skills. Handling all office management disciplines including training, coaching, hiring, discipline, human resources, etc. Generating sales leads through marketing of secondary program sales utilizing scripted marketing strategies. I was also Quality Assurance representative to other teammates; to quantify and qualify phone conversations to assist them in coaching and training of assisting negative customers. Reviewing/coaching trainees in helping to achieve their customer service goals with all client customers through review, training and assisting in calls. Lay off due to companywide cuts. Show less



Enterprize Food Service

• United States
• Retail

• Owner

  • Jul 1991 - Sep 2011

  Chief of Operations responsible for B2B development responsibilities and knowledge of all sales processes. Demonstrating solid analytical and team management skills. Proven track-record of generating new business through strategic negotiation while cultivating new relationships with key decision-makers. Develops new accounts through cold-calling and networking initiatives. • Procurement and Inventory control management responsibilities • Full P&L responsibilities including accounts receivable/payable, forecasting, marketing, payroll, timekeeping, scheduling and route implementation for route distribution. • Direct B2B Customer Service and Satisfaction from beginning to implementation. • Developed and implemented marketing program to generate an increase of client base – 60% of overall forecast through direct contact of possible clients in a tristate area. • In charge of recruitment of sales staff, transportation, hiring, training, coaching, and mentoring, through classes, online, observation, monitoring, and all maintenance and care of delivery trucks including on-going training and sales motivation. • Direct QA with sales staff, assuring that the clients served is followed to the strictest guidelines. Monitoring sales associates through direct observation of client interactions. Show less