Accomplished Manager with extensive experience in front-of-house and back-of-house operations. Successful in contract negotiation and process improvement. Remains calm and poised even in high-pressure situations. Worked with multiple types of customers, from individual consumers, up to million dollar businesses. 8+ years in call center environments and telecommunications.
Worked with a team that managed 200+ Business's billing no more than $3,000,000 a year. Specifically handled billing, usage, migrations and renewals. Handled proposals, presentations, and inventories for each business. Trained new peers for this job, and also assisted in creating new practices to perform our job better.
Worked in a call center environment where our role changed many times. In the course of the 3 years the role covered, consumer billing, consumer sales, consumer customer service, consumer retention, business and consumer wireless services, and situational trouble shooting. Half way through my time in this position advancement to team lead was earned. Team leads assisted peers with, out of the normal, situations when they presented themselves. Took over escalations, and helped with selling and positioning tactics. Achieved top seller status multiple months, and maintained a spot in the top 10% of the centers employees.
This was a call center sales role. I sold Cable TV, High Speed Internet, and Voice over IP services. Surpassed sales goals every month. Earned Top Achiever awards, sales trips, and monetary bonus's for reaching top levels of success.
In the later part of this time frame a "Red Team" was added to our center and that is where my last 6 months were spent. We handled customers who had orders placed for service but were trying to cancel before or during installation.
Part of a 5 person team that assisted 3 departments totaling 350 call center representatives. We took escalations, monitored call times, made job aids, handled small trainings, and dealt with voluntary time off as the need came forth.
I have 3 Certificates from the U of IL for, Commercial Building Operations, Truck Pumping Operations, and Search and Rescue, these are all apart of the Fire Service program.
I have completed 2 years of my 4 year Computer Science Degree.
Cahokia Volunteer Fire Department
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