Experience

Searching for Work
• Manufacturing
• 700 & Above Employee
• Former Call Center Supervisor

  • Mar 2019 - Present


Yellow Tie Productions

• Owner/ Operator

  • Nov 2011 - Present

  Photography with a focus on nature, landscape, business advertising. Portraits and special events at reasonable rates. Photography with a focus on nature, landscape, business advertising. Portraits and special events at reasonable rates.


Indiana Bureau of Motor Vehicles
• United States
• Government Relations Services
• 200 - 300 Employee
• Supervisor

  • Jun 2018 - Present

First Financial Bank NA
• United States
• Banking
• 300 - 400 Employee
• Customer Service Representative

  • Jan 2018 - Jun 2018


TruTeam

• United States
• Construction
• 700 & Above Employee

• Call Center Coordinator

  • Oct 2012 - Aug 2017

  As a call center coordinator, I oversee the flow of work tickets between TruTeam divisions and Home Depot. I also conduct Voice of the Customer survey calls as well as survey Custom Builders concerning quality. Created and presented Customer Focus Training to front line personnel at 190 divisions nationwide. Began in 2010 as a customer service agent and then promoted to Team Lead in 2011. Lead call center that took upwards of 350 inbound and 400 outbound calls per day. I had six direct reports in a call center that had 14 employees. • Created all training and procedural materials from scratch for new call center. • Coached direct reports and documented all areas of improvement. • Developed and implemented quality monitoring program including all scoring and criteria. • Interviewed all potential new hires and then facilitated new hire training to ensure uniformity within the call center. • Took charge of company’s relationship with Home Depot. This included overseeing the routing of job emails, correspondence, customer service issues and complaints. • Took charge of Home Depot Badge compliance for 190 divisions nationwide to ensure installers were had the proper credentials and that they were up to date at all times in order to avoid penalties from Home Depot. • Scheduled in home appointments with customers for our sales staff, which required updating and controlling sales territories so that appointments were not missed. Show less



WellHome

• Netherlands
• Architecture and Planning

• Home Coordinator

  • Jul 2010 - Oct 2012

  Scheduled advisers with customers to conduct whole-house energy assessments. Documented processes and developed numerous job aids to enhance communication and job performance of co-workers. Partnered with IT department in development of new scheduling tools including the creation of training documentation that was used to educate the department. Scheduled advisers with customers to conduct whole-house energy assessments. Documented processes and developed numerous job aids to enhance communication and job performance of co-workers. Partnered with IT department in development of new scheduling tools including the creation of training documentation that was used to educate the department.



J&P Cycles

• United States
• Security and Investigations

• Customer Service, Training and Quality

  • Jul 2008 - Jul 2010

  Conducted customer service calls in a call center environment. Took orders and payments from telephone customers. Helped with the implementation of training of new hires and refresher training for current employees as well as monitored calls for quality purposes and provided coaching and feedback for increased customer satisfaction. Conducted customer service calls in a call center environment. Took orders and payments from telephone customers. Helped with the implementation of training of new hires and refresher training for current employees as well as monitored calls for quality purposes and provided coaching and feedback for increased customer satisfaction.



First Data Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Quality Analyst

  • Jan 2003 - Jun 2008

  Monitored calls for quality purposes. Provided coaching and feedback for increased performance to 120 call center agents. Created and conducted training of new hires. Led and oversaw various incentive programs geared towards morale and performance. Became a product expert and supported three departments within the company such as directory assistance, operator services, and customer service for Bill Me Later. Assisted with mentoring and coaching of agents to improve customer service skills and customer interaction. Created and controlled tracking spreadsheets for calibrations as well as monthly low performers. Filed monitoring forms for auditing purposes. Oversaw operations floor occasionally as needed by Operations Manager. Active member of several task forces varying between recognition, which I championed, and information and communication improvement. • Developed and facilitated customer service skills training that saw a 12% increase in quality scores.• Instrumental in providing feedback to Operations for improvements in processes and suggestions on efficiency issues facing agents.• Increased employee moral by creating and distributing yearly activity books that included job tips, company history, and submissions from employees.• Supported continuous improvement in employee performance by daily mentoring, one-on-one reviews, and question and answer sessions.• Conducted new hire training for directory assistance as assistance to training department and received high praise from students as well as management.• Co-developed a program that dealt with poor voice tones through a process of recording agents, providing practical direction and application that saw a tremendous increase in customer satisfaction through an independent surveying company. • Developed quality reward programs for operator services that directed agents to information databases as well as encouraged improvements with voice tones, courtesy words, and empathy skills. Show less

• Directory Assistance Operator

  • Jan 2001 - Jan 2003

  Received and completed customer requests for 411 directory assistance calls. These were for customers of both Alltel and Sprint throughout the United States. Assisted supervisor staff by taking escalated calls from co-workers in a lead position.