james russell

Supervisor of 15-22 agents, provided 3 quality monitors per month per agent. Coaching and developing, process improvement plans, corrective action plans, terminations, interviewing. Attendance monitoring. Servicing Verizon Wireless customers

Supervised 22-40 employes, provided 3 quality monitors per month per employee, coaching development, corrective action plans, terminations, hiring, interviews, attendance adherence, performance reviews, mid year and end of the year reviews. Chat only center servicing Verizon customers.

Performs work in various call center functional assignments that have a direct impact in the performance of the center; such as, handling escalated customer calls, fielding questions from Customer Care Representatives, training Customer Care Representatives when needed, monitoring and evaluating quality of Representatives customer calls, project work as needed, and creation of quality reports preparation for leadership. May work in force management, quality, payroll or leave of absence management for training purposes.

In a call center environment. I assist customer with billing enquires, payments, phone problems. Ordering new phone equipment, changing rate place. Providing exceptional customer service to each customer. Met plus exceeded all company business objectives. Took between 75-100 calls per day.

In a Call Center environment I assisted clients with a wide variety of problems. Assistance was provided for billing inquiries, disputes, account information, credit increases and charge backs. Assisted 70 to 90 customers daily. Served as a Team Lead on my work team.

Managed all customer-impacting areas within major hotel ranging from Front Desk to Housekeeping. Supervised administrative responsibilities including financial, payroll, procurement and overall personnel activities. Through housekeeping, I managed the responsibilities for the overall aesthetics of the hotel. Staff included fifteen to 45 employees, based on the time of year. Employees came from a large range of socio-economic backgrounds, in which the diversity of our employee base was celebrated and appreciated

* Provided direction and guidance to managers who were responsible for the day to day operations of Mobility customer service representative teams. This entailed oversight of service directives relating to policies, procedures, and capital strategies. * Developed and implemented departmental customer service plans that addressed quality, effectiveness, and efficiency * Conducted performance evaluations for managers who were direct reports. This included goal setting, establishment of training plans, and alignment with AT&T leadership values Select Achievements: * Initiated policies that ensured a consistently positive customer experience across Mobility * s customer service organization * Expanded customer service representative knowledge base through focused training, mentoring, and coaching * Improved innovation by engaging and empowering customer service representatives and their managers to develop solutions aligned with business objectives

* Managed 100 * 250 new hires at a time as they entered the company. Managed the onboarding process to provide new employees with an understanding of AT&T * s workplace, expectations, and culture. Supported employee understanding of how their new position fits into the overall organization structure along with aligning their own career goals and preferences with company opportunities. Select Achievements: * Increased new hire retention in the early phase of employment thereby reducing the cost of lost employees and protecting the company * s investment * Enabled new hires to quickly learn the culture so they could be as productive as possible in their new jobs * Improved employee engagement from the start of employment by aligning their expectations with reality and by sharing personal experiences and insight

* Developed, implemented, and managed major performance improvement initiatives for AT&T call centers. This included S.W.O.T. and root cause analysis, and recommendations to call center leadership teams and directors. * Introduced new concepts and training material for existing and newly hired employees * Conducted forums to roll out innovative solutions for customer service representatives and management teams * Monitored and followed up on impacts of process improvements, new initiatives, and pilot programs Select Achievements: * AT&T outscored all other full-service wireless providers for the overall customer service experience in a J.D. Power study released in 2013 * Increased customer satisfaction through representative training on new corporate direction using an employee centric approach * Dramatically reversed several failing service center audit scores to passing levels within 6 months

Managed front desk staff of two to eight employees. Responsibilities included scheduling, Cash Control reports, generating financial reports, accounts payable, employee commissions, and maintaining customer satisfaction scores on routine in-house and state inspections. Through conducting monthly and yearly reviews I was able to prepare employees for additional responsibilities in other positions within the corporation. Through cross-training employees and providing a positive and exciting environment, employees progressed upward. Based on overall employee/customer satisfaction surveys, unit went from 26th place to 2nd place within a five-month period of time.

Was working toward a degree in Business"]