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Executive Manager Resume

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Glendale, AZ

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CAREER SUMMARY:

A Call Center and Executive Manager with proven experience in sales, customer service, recruiting, collections, technical support efficiencies, performance training, employee development and team management. I am an energetic motivator who has consistently achieved high levels of productivity in dynamic work environments.

EXPERIENCE

2009-Present Confidential
AVP, Collections Manager

  • Top 3 supervisor for best attrition rating averaging 14%
  • Improved overall collections per year by $420,000
  • Responsible for day-to-day operations, managing collections and customer service representatives
  • Accountable for start up of new programs
  • Coach and develop all employees, manage employee reviews
  • Handle Recruiting, Interviewing and Training
  • Conduct daily reporting
  • Handle rollover escalation calls
  • Investigate billing errors and discrepancies
  • Responsible for payroll tracking and vacation tracking

2006-2009 Confidential
Tech Support, Rotational Supervisor, Escalations

  • Responsible for day-to-day operations, managing technical support representatives
  • Troubleshooting and Advanced Troubleshooting for Data Products such as wireless network cards
  • Advanced technical support for cell phones, pda’s, and blackberrys
  • Trouble Ticket Escalations through Remedy Systems to Network Repair Bureau
  • Handle customer service rollover escalation calls
  • Investigate billing errors specializing in data and kilobyte usage discrepancies
  • Customer Education for data products
  • Total Account Servicing including customer wireless accounts, responsible for fulfilling calling plan changes, contract renewals and extensions, feature changes and additions
2005-2006 Confidential
Avis Rent A Car Absentee Manager
  • Handle day to day operations of rental car agency
  • Daily checks and balances for reporting
  • Provide customer service and troubleshoot customer complaints and concerns
  • Gather and complete data for weekly managers reports

2002-2005 Confidential
Senior Bad Debt Account Manager¨ Target Financial Services

  • Conduct training for new Team Members
  • Handle past due customer accounts
  • Update client’s files and troubleshoot client disputes
  • Demonstrate excellent communication and social skills for customer
  • support
  • Exhibit supportive teamwork skills to enhance work environment

2002-2004 Confidential,
Sales Associate, Customer Service Manager

  • Responsible for sales of vitamin products and order fulfillment
  • Data entry for off site sales offices
  • Handled Customer retention and returns
  • Answered incoming sales calls and product questions
  • Assisted with shipping and receiving
2001-2002 Confidential
Sales Floor Manager

  • Responsible for day-to-day operations, managing sales, technical
  • support and collections supervisors
  • Implemented supervisor training for new sales managers
  • Handled staffing and scheduling
  • Helped develop and implement improved training standards

2000-2001 Confidential
Operations Manager

  • Responsible for daily floor production for various clients
  • Managed Training, Quality Assurance and Verification Departments
  • Implemented supervisor bonus structures and TSR incentives to
  • increase production in Outbound Insurance, Credit Card, and
  • Business Programs
  • Accountable for start up of all new programs and client relations
  • Responsible for payroll tracking and vacation tracking
  • Reduced attrition for sales center by 12%

1993-2000 Confidential
General Manager, Executive Asst, Quality Assurance Manager, Training Coordinator, Sales supervisor, Sales associate

  • Responsible for all aspects of operations, client services, quality
  • assurance, hiring, training, scheduling and payroll
  • Accountable for profit and loss for departments under my management
  • Implemented tracking system to monitor the progress of Team
  • Member performance
  • Wrote and implemented employee handbook
  • Communicated daily with floor supervisors as to any changing client
  • needs such as sales goals, hours, recruitment needs and
  • conformance to state and federal regulations
  • Maintained up to seven call centers and over 600 employees
  • Held number one sales associate position for 16 consecutive weeks
  • before being promoted to sales supervisor

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