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Click here or scroll down to respond to this candidate Candidate's Name
Street Address Dartmouth Drive
Southfield, MI Street Address
Home PHONE NUMBER AVAILABLE Cell PHONE NUMBER AVAILABLE
EMAIL AVAILABLE
Customerservice oriented with proven ability to provide teamspirited leadership for maximum productivity. As a proven leader, I can maintain
professional relationships with staff, but is also an expert at promoting a culture of inclusion and diversity. In addition to all of the above,
extensive experience of scheduling, call routing and Call Center industry best practices. Right now I am looking for a suitable position with a
company that is looking to recruit people who want more, aspire to be more and work hard to achieve their goals.
Professional Experience
MSX International, Dearborn, MI
Special Project Coordinator 2012 Current
Responsibilities:
Created communication logs for employees to answer customer service calls, chats and emails in a timely, efficient and knowledgeable manner
Proactively learned every process within the department to effectively train, hire and promote employees
Ongoing coaching/counseling analyst reviews and development plans
Manage and direct daily activities as well as maintain, document and log retention orders
Provide continual evaluation of processes and procedures
Constructed methods to improve area of operations, efficiency and service to internal/external
customers by participating in ongoing external training sessions and creating work instructions
Build, establish and maintain open lines of communication with analysts, peers, managers and customers
Drive employee engagement by being available, accessible and mentoring staff
Address challenging customers and problems that require escalation outside of the department
Team Lead Call Center 2000 2012
Responsibilities:
Develop maps throughout the office to monitor and shift resources as well as determine staffing, recruiting, and hiring needs
Monitor and evaluate analyst performance, including call/emails and after hour monitoring
Document performance and behavior feedback while taking appropriate disciplinary actions as required
Encouraged employee training sessions to promote within
Ensure employees have appropriate training and other resources to perform their jobs
Scheduled biweekly meetings to effectively communicate with employees to maintain clearly defined expectations
Monitor calls to ensure business professionalism and standards are met
Track and manage schedules and attendance records
Spot check customer service processes for accuracy and administer corrective action as needed
Provide backup support of all work channels when necessary
Manage Login/Logout as well as Flowin/Flowout reports
Assist with interviewing and recommendations for hire internal/external customer service representatives
Conduct biweekly team meetings to build team spirit and provide employee recognition
Account Payable/Receivable Analyst 1996 1999
Responsibilities:
Establish customer credit lines and set up approved accounts
Reconcile bank balances on a weekly and monthly basis
Aggressively pursue collections of past due accounts while maintaining positive customer relations
Set up negotiable payment plans approved by management
Post and record payments and credits to customer accounts
Achievements
______________________________________________________________________________
Tasked to converse with sluggish accounts to generate billing. Doubled revenues for the program by contacting Fleet Managers to
up sale the program, listen to their concerns and providing feedback to my management to address their needs.
Help design new billing documents
Customize billing cycles to coincide with payment cycles which reduced receivables by 35%
Collected more than $380K from skip accounts through persuasion and mediation skills
Reduced Account/Receivable aging from an average of 98 days to 39 in less than 3 months
Education _______________________________________________________________________________________
Henry Ford Community College, Dearborn, MI Associate in Business
Attended Workshops, Conferences, and Meetings to acquire necessary Certifications and Certificates
MSX International courses in Project Management
Ford Motor Company Training and Development programs
References
Furnished upon request
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