Brent Armstrong
St Louis,MO
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
29
29
years of professional experience
Work History
Manager of Operations
GC Services Call Center
St Louis, MO
04.2000 - 01.2024
- Managing Verizon/GC Fraud Call Center Department of 10 Unit Managers and 175 - 212 representatives
- Set, enforce, and optimized internal policies and quality assurance to maintain goals driven by clients.
- Assisted in setting recruiting, hiring, and training standards. Responsible for approvals on all final hiring and terminations of employees
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Complete performance evaluations and provide coaching and development to management staff and employees.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Customer Service Representative
GC Services Call Center
St Louis
04.1995 - 04.2000
- Handled customer inquiries and suggestions courteously and professionally.
- Handled 50-75 customer calls and escalated calls as needed per day
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
Education
Some College (No Degree) - Business
Drake University
Des Moines, IASkills
- Organizational Skills
- Decision Making
- Team Leadership
- Staff Training
- Customer Service
- Adaptability
- Attention to Detail
- Performance Measurement
- Employee Development
- Assignment Delegation
- Problem Solving
Additional Information
Employed for 29 years with GC Services/Intelogix. Current job and functions transitioning to Manilla, January 31st, 2014. Have worked in a call center environment for 39 years total including my 16 years with Union Pacific Railroad. Would love to find a company to work with for the next 3 years.
Timeline
Manager of Operations
GC Services Call Center
04.2000 - 01.2024
Customer Service Representative
GC Services Call Center
04.1995 - 04.2000
Some College (No Degree) - Business
Drake University