Alfred Howard
Killeen,TX
Summary
Dedicated Team member with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality. Performance-driven Associate with stellar record of accomplishment in connecting with customers and driving remarkable sales. Proactive, well-organized sales leader successful at meeting and exceeding targets with strategic approaches. Skilled lead generator, product demonstrator and problem-solver.
Overview
12
12
years of professional experience
Work History
Team Leader
Webhelp
Killeen, TX
06.2021 - 01.2023
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Maintained positive working relationship with fellow staff and management.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Conducted exit interviews and completed employment termination paperwork.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Created and updated different documents, reports and spreadsheets with software such as excel.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Identified quality problems and recommended solutions.
Sales Supervisor
Teleperformance
Killeen, TX
03.2020 - 05.2021
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Generated effective sales strategies and taught new employees company's procedures and policies.
- Supported business performance targets to drive improvements in sales and customer satisfaction levels.
- Promoted culture of customer focus, product knowledge and production solutions to build loyal customer base.
- Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues.
- Demonstrated high level of customer service by engaging clients and offering sales floor assistance.
- Exceeded targeted goals and quotas through upselling and strategic customer cultivation.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Collaborated with management and executives and made strategy recommendations based on insights into sales operations.
Technical Support Representative
Teleperformance
Killeen, TX
05.2018 - 04.2020
- Handled customer service issues by providing guidance or escalating for advanced support.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Used remote login tools to assist clients with technical and product questions.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Stayed abreast of latest software developments to enhance job knowledge.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Assistant Property Manager
Optivest Properties
Killeen, TX
05.2017 - 04.2018
- Solicited and analyzed bids for repairs, renovation and general maintenance.
- Oversaw daily operations, maintenance and administration of various properties.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Addressed and resolved complaints, concerns and service requirements to deliver prompt remedial action.
- Handled security deposit refunds.
- Remained aware of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
- Developed strong, professional relationships with residents by delivering exemplary service and engagement.
- Explained policies and procedures to tenants and enforced rules.
- Reviewed completed applications and assessed information against file history and program regulations.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Conducted tours of vacancies with prospective tenants.
- Collected monthly assessments, rental fees, deposits and payments.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Met demands of busy collections by performing high volume of daily calls.
Customer Service Agent
Dial America
El Paso, TX
09.2016 - 04.2017
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Improved customer service wait times to mitigate complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Returned customer calls in established turnaround time to meet company objectives.
- Answered inbound calls, chats and emails to facilitate customer service.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Seized opportunities to upsell new product offerings to current customers and coached team to upsell.
- Cold called business leaders to initiate inclusion in sales strategies.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
- Followed up on sales leads through outbound calling.
Shipping and Receiving Clerk
Qhub Logistics
El Paso, TX
02.2016 - 08.2016
- Traced missing material and shipments through vendor and customer communications.
- Prepared packages for shipping and determined most economical shipping methods.
- Obtained required documentation to process shipments and support movement.
- Maintained inventory of shipping materials and supplies.
- Determined shipping methods, routes or rates for materials to be shipped.
- Organized deliveries by sorting and stocking receivables
- Examined shipment contents and compare with manifests, invoices or orders to verify accuracy.
- Monitored merchandise received and shipped from facility in computer system.
Inventory Manager
WIS International Inventory Service
Killeen, TX
01.2015 - 02.2016
- Retained optimal inventory levels to prevent disruptions in business operations.
- Planned and implemented energy-saving changes to transportation services by optimizing capabilities.
- Implemented bar coding system to identify location and quantities of requested items.
- Coached employees on inventory management activities, identifying quality candidates for advancement opportunities.
- Analyzed stock levels and processes to predict inventory problems and formulate solutions.
- Handled departmental scheduling to maintain proper staffing for shifts.
- Performed root cause analysis on inventory discrepancies and implemented impactful solutions.
- Checked vehicle after shift for damage.
- Drove trucks to and from job sites to deliver supplies.
- Coordinated with team members and remained flexible in work scheduling to meet service needs.
- Determined most expedient trip by mapping out driving routes ahead of time.
- Saved fuel by leveraging GPS to identify faster routes.
- Transported clients to specified destinations safely and on-time.
74D Chemical Operations Specialist
Army
03.2011 - 08.2014
- Adhered to safety procedures and protocols when using equipment and moving hazardous chemicals.
- Completed regular inspections of equipment to identify malfunctions and leaks impacting performance or safety.
- Maintained up-to-date knowledge of applicable state and federal laws and regulations.
- Observed gauges, recording instruments and flowmeters to maintain specified conditions.
- Made decisions and executed changes based on process data, quality checks and test results to keep products at target and within specifications.
- Managed routine upkeep of equipment with basic repairs and lubrication of high-friction components.
- Maintained schedule of class assignments to meet deadlines.
- Used vendor knowledge to determine shipping procedures, routes and rates.
- Prepared section documentation for all supply- and equipment-related activities.
- Completed regular inventory counts to document unit equipment.
- Determined shipping methods, routes or rates for materials to be shipped.
- Inspected and recorded incoming and outgoing orders for count, damage and dates.
- Scheduled and performed preventive maintenance and repairs on unit weapons.
- Maintained automated supply system to account for organizational and installation supplies.
- Corresponded with establishment representatives to rectify damages, shortages or nonconformance to specifications.
- Managed supply requests, movements and preservation of group supplies.
- Routinely inspected equipment for preventive and emergency maintenance needs.
- Took measurements and evaluated dimensions of surrounding area to correctly install new machinery.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Kept records of parts and equipment used in projects to update inventory.
- Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
- Inspected materials and equipment regularly to check for potential hazards and machine defects.
- Coordinated repair and maintenance plans with co-workers and supervisors ahead of scheduled projects.
Education
Project Management
Central Texas College
Killeen, TXSkills
- Analytical Thinking
- Evaluating Employee Work
- Documentation and Reporting
- Coaching and Mentoring
- Flexible Schedule
- SOP Adherence
- Verbal and Written Communication
- Attention to Detail
- Problem-Solving
- Teamwork and Collaboration
- Work Planning and Prioritization
- Call Center Operations
- Quality Improvement
- Client Support
- Supervision & Leadership
- Performance Evaluations
- Employee Development
- Employee Coaching and Motivation
- Computers and Technology
- Microsoft Office Suite
- Microsoft Office
- Multitasking and Time Management
- Technical Troubleshooting
- Hardware Diagnostics
- Software Evaluation
- Customer Service Support
- Multitasking and Prioritization
- Sales Closing
- Sales Development
- Account Management
- Strategy Development
Timeline
Team Leader
Webhelp
06.2021 - 01.2023
Sales Supervisor
Teleperformance
03.2020 - 05.2021
Technical Support Representative
Teleperformance
05.2018 - 04.2020
Assistant Property Manager
Optivest Properties
05.2017 - 04.2018
Customer Service Agent
Dial America
09.2016 - 04.2017
Shipping and Receiving Clerk
Qhub Logistics
02.2016 - 08.2016
Inventory Manager
WIS International Inventory Service
01.2015 - 02.2016
74D Chemical Operations Specialist
Army
03.2011 - 08.2014
Project Management
Central Texas College