SUMMARY OF EXPERIENCE

To secure a challenging position that will allow me to maximize 9 years of Marke

ting, Call Center Management and Sales experience to a progressive Company.
EMPLOYMENT EXPERIENCE
Senior Call Center Manager - 2001 to 2010
Futuredontic Inc. (1-800-DENTIST), Los Angeles, CA
Responsibilities as the Operations Call Center Manager at 1-800-DENTIST included
overseeing 15 employees while maintaining theday-to-day Operations in the Call
Center. Many of the day-to-day functions would include Staff Recruiting, Hiring
, Termination, Evaluations and Training Call Center Employees.
* Establishes performance standards for all customer service positions to meet d
epartmental and system goals
* Effectively manages and forecasts resource needs to meet departmental objectiv
es
* Analyzes call volume and performance trends and developing effective action pl
ans to address identified areas of opportunity
* Ensures effective implementation of the company's service strategy to ensure p
ositive customer interactions
* Oversees the budget including establishing constraints to ensure expense goals
are met
* Leads development of short and long-term call center strategic goals including
developing call analysis and projections that help to position the organization
for growth
* Develops, Trains, Monitors, Coaches and Motivates Employees
* Successfully monitor Employees call handling Trade Show Leads and Consumers Re
ferrals
* Manages compensation and incentive plans to motivate employees and drive neces
sary results while also staying within allotted budget
* Creates an atmosphere of Professionals and mutual support among the Employees
in order to maintain the highest levels of Organization flexibility
* Provides training and other resources for Employees to ensure Call Center and
Customer Services principles are maintained for the Organization
* Ensures that Direct Reports and Employees have information and knowledge neces
sary for understanding the Organization's strategic business objectives
* Directs Recruiting, Hiring and Employee Development for the Call Center Team
* Acts as liaison between Senior Management team and the Call Center team to ens
ure Organizational alignment and achievement of the Organizations' goals and obj
ectives
EDUCATION
B.A., Communications - 2002
California State University, Los Angeles, CA
AFFILIATIONS
* Society for Human Resources Management, SHRM 2004 to 2007. SHRM is the World's
largest Association devoted to Human Resource Management.
TRAINING SEMINARS
* Dealing with Difficult People, Fred Pryors Seminars 2008. Seminar focused on
concrete techniques for dealing with difficult people in the workplace and at ho
me.
* Essential Skills for the First-Time Manager or Supervisor, Fred Pryors Seminar
s 2002. Make your move into your new supervisor position smoother and more succe
ssful.
* Sexual Harassment Prevention, HR Classroom 2001 to 2010. This program starts w
ith the minimum requirements of the law, along with your organization's policies
and procedures preventing harassment on the basis of sex, race, age, religion,
national origin, disability, and sexual orientation.
* Microsoft(R) Office 2003 & 2007, Fred Pryor Seminars 2003 to 2008. This Semina
r tapped into this remarkable version of Microsoft Office to combine the dynamic
functionality of Excel, Word, PowerPoint, and Outlook for incredible results.
HONORS AND AWARDS
* Award Recipient, Cambridge Who's Who Future Leaders Award 2001 to 2002. Reco
gnizes Honorary and Distinguished Service Award Recipients that are Who's Who am
ong Students in American Universities & Colleges.
VOLUNTEER WORK
Volunteer - 2004 to 2004
Habitat for Humanity , Los Angeles
Help build affordable housing for Familes in need of a place to live.
Volunteer - 2002 to Present
Skid Row - Los Angeles Chapter, Los Angeles
Serves Annual Thanksgiving and Christmas Dinner to the Homeless every year.
Volunteer - 2003 to 2009
Los Angeles AIDS Walk, Los Angeles, CA
Registered Walkers and Collect the funds for the Annual Walk.
Operations Call Center Manager
SUMMARY OF SKILLS
* 9 years of Call Center Leadership/Management Experience
* Ability to define Problems, Collect data, Establish facts, and Draw valid conc
lusions
* Ability to Communicate and Motivate using strong written and verbal communicat
ion skills; good Presentation Skills
* Ability to handle Confidential Information and Utilize Customer Feedback
* Internal and External reporting and Influencing skills
* Ability to work in fast-paced environment with Targets and Deadlines
* Strong Leadership and Management Experience
* Excellent Organizational and Customer Service Skills and the ability to Manage
multiple and Competing priorities