Open To Work
Beth Culp
Contact Center Manager
Oceanside,CA
Summary
Dedicated, creative, and motivated leader adept at utilizing exceptional analytical and planning strengths to accomplish complex projects. Skilled in teaching new concepts, best practice strategies, team development, and customer/employee retention. Experience includes: 35 years in Leadership, 29 years in Call Centers, 24 years in Operations, 15 years in Sales, 19 years in Training/QA, 20+ years in Customer Service, 11 years of Retail, 3 years of Banking.
Overview
33
33
years of professional experience
Work History
Supervisor, Care Operations - Consumer Risk Mgmt.
Best Buy Health
Carlsbad, CA
10.2018 - Current
- Manages day-to-day operations to meet Service Level Agreements.
- Developed benchmark standards for efficiency and effectiveness.
- Created weekly/monthly/yearly scorecards & daily SLA reporting.
- Improved multiple task processes and created SOPs for each.
- Identified missing NACHA requirements for ACH processing.
Trainer, Financial and Operator Services
Best Buy Health
Carlsbad, CA
01.2014 - 10.2018
- Developed/managed New Hire curriculum for Financial & Operator Services.
- Ensured new hire & refresher training needs were met to accomplish continued agent development & delivering quality customer experiences.
- Identified gaps, trends, and process improvements to establish consistency across departments.
Quality Assurance Analyst
Best Buy Health
Carlsbad, CA
08.2012 - 01.2014
- Audited and coached Direct Sales calls and escalations to ensure proper scripting, branding, procedures, expectations were set and steps followed.
- Created & distributed QA scorecards.
- Identified trends in coaching opportunities and emailed weekly findings.
Direct Sales Supervisor
Best Buy Health
Carlsbad, CA
10.2010 - 08.2012
- Responsible for leading and motivating a sales team to achieve sales targets by providing coaching, training, and performance monitoring.
- Implemented sales strategies, analyzed market trends, and ensured customer satisfaction.
- Led team with highest sales.
Operations / Call Center Manager
JW Floor Covering, Inc
San Diego, CA
09.2006 - 02.2010
- Established 1st call center; hired, trained, and managed.
- Implemented productivity initiatives and effective policies governing all aspects of employee work and interaction with customers.
- Determined quality assurance & performance benchmarks, set standards for improvement & aggressive targets to drive company success and customer loyalty.
General Manager
PhoneWare / PhoneNet Inc.
San Diego, CA
01.1993 - 01.1998
- Managed telecom sales and led 4 Supervisors/teams, totaling 50 direct reports.
- Increased Time Warner Business Class web-hosting sales by 20%.
- Integral player in building Call Center from 5 to 250 employees.
- Wrote / organized television commercial advertising business opportunities.
Education
PFSU -
State Life Insurance
CAVanderbilt University -
Blair School of Music
TNHigh School Diploma -
Hillsboro High School, St. Cecilia Academy
TNSkills
- Leadership / Management
- Operations
- Problem Solving
- Process Improvement
- Training
- Banking & Financial Services
- Sales / Marketing
- Data Analytics
- Team Building
- Leading Through Change
- Business Development
- Strategic Planning
- Quality Assurance
- Microsoft Suite
Affiliations
- BBYH Supervisor Advisory Council
- Secretary of PTA, Executive Board Member Oak Hill Elementary
- Advisory Board, Customer Experience Certificate Program, UC Irvine
- Radio FCC Licensed
- Former Lead Singer - 2 rock n roll bands
- Avid gamer - PlayStation, XBOX, PC
- Background actor - 2 major motion pictures
Timeline
Supervisor, Care Operations - Consumer Risk Mgmt.
Best Buy Health
10.2018 - Current
Trainer, Financial and Operator Services
Best Buy Health
01.2014 - 10.2018
Quality Assurance Analyst
Best Buy Health
08.2012 - 01.2014
Direct Sales Supervisor
Best Buy Health
10.2010 - 08.2012
Operations / Call Center Manager
JW Floor Covering, Inc
09.2006 - 02.2010
General Manager
PhoneWare / PhoneNet Inc.
01.1993 - 01.1998
PFSU -
State Life Insurance
Vanderbilt University -
Blair School of Music
High School Diploma -
Hillsboro High School, St. Cecilia Academy