•Created weekly schedules for 100 agents on 7 different teams between 2 call centers.
•Maintained multiple databases/programs to route calls to appropriate agents.
•Managed vacation requests for all call center agents while ensuring service levels were achieved.
•Proactively planed and scheduled training classes to ensure proper service level despite varying attrition levels.
•Monitored call center service level metrics and worked with other supervisors to implement contingency plans to ensure service levels were met.
•Worked closely with IT to design routing strategies and testing formats for the Intelligent Router.
•Conducted and coordinated over 100 test scenarios after hours to avoid service disruption during business hours.
•Created test scenarios and participated in User Acceptance Testing for the call center’s Disaster Recovery plan.
•Selected for “Coming In First” award to represent the top 10% of the organization after first six months in the position.

•Consistently provided excellent customer service that resulted in positive customer feedback and recognition at quarterly town hall meetings.
•Regularly performed at or above departmental expectations in all areas of the monthly performance review.
•Proactively pursued training on all available skill sets to handle a wide variety of customer issues, reduce transfers, and increase customer satisfaction.
•Demonstrated the ability to efficiently use multiple programs to resolve customer issues completely and in a timely manner.
•Volunteered as an overflow agent for both the Pre-sale Broadband and Rental teams.
•Participated as a member of the Consumer Advocacy team and developed a customer survey to improve service across all departmental functions.
•Was one of the most successful agents utilizing Up-Sell/Cross-Sell techniques
•Selected as one of 5 agents whose calls were observed by new hire candidates because of ability to handle calls professionally.

• Conducted initial phone screenings and preliminary interviews for new hire consultants.
• Conducted initial phone screenings and preliminary interviews for new hire consultants.
•Invoiced for consulting services and followed-up on accounts receivable using QuickBooks.
•Transposed paper receipts to expense reports and reconciled payments for CEO using Excel.
•Entered incentive program claims using Access data base for customer reimbursement.
•Created and assembled 4-colored brochures to be distributed to new sales prospects.
•Reception, filing and general office.