jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary highly organized analytical leader keen eye details able explain stream line information effectively order improve processes drive results infectious enthusiasm experience 072012 052015 management panera bread co coach mentor motivate 1217 direct reports toward successful behaviors order drive performance goals consistently developing talented career minded employees future leaders created excel workbook used across center identify performance trending reduce research time target opportunities increase overall coaching effectiveness order drive results quicker includes heat maps correlating support metrics kpi pivot tables assist identifying knowledge gaps troubleshooting order reduce truck rolls improve first call resolution also includes voc results question agent lists associated call information order target weekly call observations trending transfer call breakdown overall performance trending stack rank identify hire train new talent order build grow successful teams low voluntary churn created call flow based data trending included power point presentation training references related coaching templates order reduce new hire ramp time drive results assisted upper management office running weekly management meeting organizing triangle meetings quality management creating managing various call center reports identified outliers across center handle payroll timeoff request corrective action attendance tracking resolving interpersonal conflicts promoted quality department 10 months facilitated calibrations management evaluated calls created reports identifying agent behaviors trends 092011 072012 customer solutions specialist 2008 092011 alloy handled inbound disconnectdowngrade calls existing customers diffused irate customer situations utilizing strong listening skills probing techniques gain clear understanding issues building positive customer relationships aligning features benefits price needs customer saving customer accounts revenue reselling value products services commercial technical operations tech time warner cable business class provided advanced technical support installation commercial data phone cable services included computer networking static dynamic ips wifi hotspots voip installing multiple voice lines tv channel modulation insertion amplifying distribution worked escalated installservice issues completed multiple jobs techs stated possible performed oncall duties rotating schedule performed quality inspections reported results third party contractors ensure work done according company specifications 012004 072008 business owner austin theme beds llc worked directly customers design build custom childrens furniture decor would accommodate different themes castles bulldozers pirate ships cars etc marketed products website creation various online promoting affiliated programs generate additional revenue providing additional products customers product design fabrication new products improved manufacturing process existing products reduce manufacturing time created adhoc reports track manage cost time profit product order measure improvements processes created new product line reduced manufacturing time 6065 hours 5 hours resulted lower overhead costs affordable product option customers represented company dealing radio tv pr charitable organizations education 2015 master certificate business analysis auburn university 2015 masters certificate project management auburn university 1998 telecommunications management devry institute technology skills call center customer service coaching team building excel office power point kronos nice rta avaya empower quality reporting call observation behavioral interviewing influencing without authority accomplishments 2014 mvp award 2014 q4 annual overall points 2014q3 top team top overall points 2014 q2 top overall team points texas market 2014 q1 improved team austin center 2012april monthly top 10 highest psu yield 2009 central texas top performer