Qualified Coach with 9years in fast-paced customer service and call center environments. Personable and professional under pressure. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.
Customer Service Coach, 07/2013
to Current T-Mobile USA, Inc – Richmond,
Managed and Motivated group of 15
direct reports and Senior Representative.
Accountable to all results and in
charge of balancing the daily activities of the group to exceed business
Focused on creating a positive pod environment, by creating games
Built strong interpersonal relationships by focusing on
recognition and strengths.
Responsible for developing bench strength and
creating new leaders. #1 coach 3rd quarter 2015.
Project Manager over Onboarding.
Aligning the teams and direct reports to ensure a differentiated customer
Help protect customer churn while growing the profitability of the
department.Managed 7 teams with 107 direct reports.
Reached a departmental
milestone with the lowest Iocr in Onboarding department to date for the month
of August at 20.36. Highest Percent to goal in 2.0 for onboarding for the month
Overnight Merchandise Manager, 11/2008
to 07/2012 Bj's Wholesale – Richmond,
Coach and develop team
members to perform their job responsibilities to enforce quality and safety of
their work to help maximize performance increasing store revenue.
Met monthly Shrinkage goal
of 7% consistently. Foods had a 3 to 5% increases in revenue for 3 consecutive
Communicated with vendors regarding back order availability, future inventory and special orders.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Conducted weekly walk through with the manager to discuss interior visual displays, including store window presentation.
Escalation Management Team Manager, 08/2005
to 10/2008 Sprint/Nextel – Richmond,
Responsible for leading a team of 15 retention
representatives whose primary scope of support are escalated customers.
goal a 100% on 7 external monitors. Issue
Resolve 94 % on 35 corporate monitors.
Accountable for meeting/exceeding and
training representatives to meet the company CSAT, Quality and monthly
goal for the year by 103%. Met and achieved CSAT score for the year.
Helped drive sales goals and achieve monthly quotas.
Provided an elevated customer experience to generate a loyal clientèle.
Business Administrative Coursework.: John Tyler Community College - Chester,
Future Business Leaders Of America
Seven Habits of Highly Effective People
John Maxwell Leadership Training
Zenger Miller Certification
Training Pikes Creative Training Techniques Principles of Positive Leadership