Experience

Phenix Label Company, Inc.

• United States
• Printing Services
• 1 - 100 Employee

• Account Executive

  • Apr 2012 - Present

  Manage projects from client initiation to product completion, adjusting deadlines and workflows as needed. Using CERM and EFI business management software, initiate RFQ submissions, process quotes, and confirm purchase orders. Coordinates with productions artists, Operations, and Fulfillment to ensure client needs are met. Strict adherence to quality standards and scheduling parameters. Maintain client database and pricing matrixes. Support Sales Executives with product proposals and client relations. Show less



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• Program Manager

  • Sep 2006 - Feb 2011

  Monitored and analyzed call center activity for employee coaching and reviews. Tracked QA results and produced periodic reports for upper management. As a result, average speed of answer was reduced by 40% and one-call resolution targets improved by 20%. Resolved elevated FCC complaint cases requiring supervisory intervention. Performed process documentation tasks for CSR training and development. Monitored and analyzed call center activity for employee coaching and reviews. Tracked QA results and produced periodic reports for upper management. As a result, average speed of answer was reduced by 40% and one-call resolution targets improved by 20%. Resolved elevated FCC complaint cases requiring supervisory intervention. Performed process documentation tasks for CSR training and development.



Farmers Insurance

• United States
• Insurance
• 700 & Above Employee

• Quality Methods Consultant

  • Jan 2001 - Jan 2004

  Promoted to Quality Department for Foremost Insurance division. Performed quality assurance auditing and workforce management for inbound call center. Maintained insurance licensing and continuing education requirements for CSR agents. Delivered new employee orientation and onboarding for incoming agents. Assisted the Project Management Team with bid processes, contractual agreements, and training and development.

• Licensed Insurance Agent

  • Jan 1997 - Jan 2001

  Attained Property & Casualty Insurance License. Provided quotes and account management for independent agents and policyholders. Handled high call volumes with limited resources and challenging metrics. Delivered a high standard of care to maintain and grow customer base. Conducted accounting, records maintenance, file retrieval and general office duties.