Accurate and detail - oriented with extensive bookkeeping and clerical knowledge.Dedicated Customer Service
Representative motivated to maintain customer satisfaction and contribute to company success.Customer Service
Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Call Center Representative versed in customer support in high
call volume environments.
GMAC INSURANCE Earth City, MO
Call Center Analyst (January 1999 to August 2002) • Forecasted call volume and scheduled representatives according to business needs with a service level attempt of 80 % of calls answered within 20 seconds or less • Assisted with establishing call center metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer anal
Call Center Analyst (January 1999 to August 2002) • Forecasted call volume and scheduled representatives according to business needs with a service level attempt of 80 % of calls answered within 20 seconds or less • Assisted with establishing call center metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer an
Center Analyst (January 1999 to August 2002) • Forecasted
call volume and scheduled representatives according to business needs with a service level attempt of 80 % of calls answered within 20 seconds or less • Assisted with establishing call center metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer anal
call volume and scheduled
representatives according to business needs with a service level attempt of 80 % of
calls answered within 20 seconds or less • Assisted with establishing
call center metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer anal
call center metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer an
center metrics by monitoring
call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer anal
call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250
representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and
motivated a staff of 4
call center schedulers and 3 dialer anal
call center schedulers and 3 dialer an
center schedulers and 3 dialer analysts