Special Assignments Introduced, trained Tier II agents – TMS Remedy (TT/CIR logging) Led specialized training for Commercial Web Hosting, developed curriculum for instruction. Successfully deployed cooperative technical support for product partnership with Rackspace Managed Hosting Services. Collaborated with multiple groups in development and deployment of new QA program. Results of this initial development were passed to process improvement department for further development and formalized for 2003
Call Center Supervisor
2002 – 2003
Supervised a team of 15 -25 call center technical support engineers. Served as overnight team supervisor, consistently leading call center in all key performance indicators. Provided structured coaching environment with emphasis on personal, company and career goal planning, resulting in 15+ team members advancing into supervisory or advanced technical positions.
Technical Support Engineer Managed issues for High Speed Internet customers via telephone, chat, and e-mail venues.
2000 – 2001
Consistently ranked in top 5% in call handle time and first call resolution.
Developed written “best practices” work sheets to assist training and development of peer agents which were effectively used to reduce average handle times for many agents. This contributed to lowering AHT throughout call center.
AVCO FINANCIAL SERVICES, Coudersport, PA – Olean, NY Leading U.S. provider of consumer loans for real estate and personal property. Branch Manager Managed $6.7 million portfolio diversified in consumer, real estate, and insurance products. Solely responsible for all business development and personnel training/development. 1994 - 1998
Reduced losses through debt reduction consolidation and home equity loans. Increased security/stability of portfolio and ability of consumers to repay loans. Increased overall profitability of receivable base.
FURNITURE FOR LESS, Emporium, PA Family-owned retailer specializing in consumer and commercial furniture and flooring. Sales / Advertising
1991 - 1994
Developed, directed, and produced all radio and TV promos and advertisements. Reduced cost to advertising budget over 600% by providing material, talent and labor “in-house.” Increased sales by creating an “in-house” and “trusted” personality for brand ID. Consistently recorded highest retail sales figures for commissioned sales agents.
EXXON CO. USA, Baton Rouge, LA
1987 - 1991
ExxonMobil and its affiliated companies are present on a world scale, doing business in some 200 countries and territories. CORS specialized in retail sales as well as automotive service and repair. Operations Manager Managed all day-to-day operations of company-operated retail sales center and four-bay car care center.
Initiated successful marketing programs which increased traffic through service department. Subsequent labor dollars from sales resulted in doubling profit margin for service work. Focused attention on full-service POS resulting in additional add-on sales and service sales. Maintained OSHA and EPA logs for state and federal governments.