Experience

Jewels by Park Lane

• Luxury Goods & Jewelry
• 200 - 300 Employee

• Branch Manager

  • Jul 2010 - Present



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Call Center Supervisor

  • Jul 2006 - Jul 2010

  Supervise billing and repair representatives in an ACD Inbound Call Center. Responsible for analyzing, monitoring, and reviewing call activity of Call Center Representatives to ensure compliance with performance standards. Supervise billing and repair representatives in an ACD Inbound Call Center. Responsible for analyzing, monitoring, and reviewing call activity of Call Center Representatives to ensure compliance with performance standards.



West Central Technical College

• Education Administration Programs
• 1 - 100 Employee

• Adjunct Teacher

  • Jan 2005 - Jul 2006

  •Establish clear objectives for all lessons, units, and projects, and communicate these objectives to students. •Interact with staff members to plan and schedule lessons promoting learning, following approved curricula. •Instruct through lectures, discussions, and demonstrations in several subjects such as English, reading, mathematics, or social studies. •Establish clear objectives for all lessons, units, and projects, and communicate these objectives to students. •Interact with staff members to plan and schedule lessons promoting learning, following approved curricula. •Instruct through lectures, discussions, and demonstrations in several subjects such as English, reading, mathematics, or social studies.



Sprint Corporation

• Quality Auditor

  • Jan 2004 - Nov 2004

  •Identify agent’s strengths and areas of opportunity through consistent and timely feedback•Partner with customer management to assist in meeting their customer expectations and excelling in customer satisfaction.•Identify trends while performing quality audits to assist with developing Training Sessions for representatives.•Assist with streamlining and consolidating the quality process across centers.

• Supervisor

  • Nov 1994 - Jan 2004

  •Supervise and develop Business Service Representatives in a 24x7 control center.•Manage the trouble reporting and resolution process for all Sprint voice and data products and services. •Perform quality and productivity audits to ensure maximum level of customer service. •Utilize matrix management to ensure efficient staffing to minimize customer average wait time.•Handle customer service questions or problems to provide guidance for resolution.•Responsible for administrative reports, time sheets and schedule adherence.•Determine and submit to HR salary increase and bonus calculations•Utilize cutting edge technology Witness to analyze call quality. Show less



United States Army Reserve

• United States
• Armed Forces
• 700 & Above Employee

• Major

  • Jul 1975 - Feb 2003

  •Proficient in Logistics management. •Review past performance, test and observe individual team performance, re-assign responsibilities, assign team members to training schools, schedule and conduct practice simulations. •Provide training support/ evaluate Army Reserve and National Guard units during their annual training to ensure they maintain their rating. •Proficient in Logistics management. •Review past performance, test and observe individual team performance, re-assign responsibilities, assign team members to training schools, schedule and conduct practice simulations. •Provide training support/ evaluate Army Reserve and National Guard units during their annual training to ensure they maintain their rating.



South Central Bell

• Jackson, Mississippi Area

• Supervisor

  • Jan 1990 - Jul 1994

  •Liaison between BellSouth and major long distance carriers ensuring that all non-routine services were provided. •Provide follow-through with each department to respond to customers’ requests for changes in services; performed root-cause analysis on service requests missed to determine lost revenues. •Resolve 99.5% of all customer inquiries and complaints. •Handle difficult customer escalations to resolution. •Liaison between BellSouth and major long distance carriers ensuring that all non-routine services were provided. •Provide follow-through with each department to respond to customers’ requests for changes in services; performed root-cause analysis on service requests missed to determine lost revenues. •Resolve 99.5% of all customer inquiries and complaints. •Handle difficult customer escalations to resolution.