Diana Close

• Project Client liaison
• Manage call center operations for call center handling inbound volumes exceeding 3000 calls per day
• Responsible for developing operational procedures
• Develop and roll out training and operation procedures
• Requesting and allocating corporate R&R monies
• Create staff engagement opportunities
• Train and develop leadership staff
• Supervise activities and work volumes
• Effectively communicate expectations to staffing
• Monitor staff levels
• Recruiting for all staff
• Responsible for scheduling and Interviewing new talent
• Onboarding new staff
• Monitor metrics, provide coaching and development to staff
• Ensure team members are kept abreast of changes or anything that may impact workflow
• Work closely with IT regarding technical issues
• Consistently meet and exceed personal and company set sales and service quotas daily, weekly, and monthly
• Use and develop various tracking reports to assess performance metrics
• Plan and conduct effective development sessions with both management and hourly staff that drive results and expected behaviors
• Create and maintain working relationships with Client
• Work closely with Client representatives to ensure open and effective communication of expectations and successful execution
• Oversee training development
• Achieved Learning Ecosystem Lead Advisor certification
• Successfully rolled out statewide system conversion to federal system across 46 counties.
• Expert on Client subject matter, Child support enforcement
• Community engagement efforts, such as, Breast Cancer Awareness, Harvest Hope, etc.
• HR policy and procedures
• Maintain proper documentation for all staff personnel information
• Worked with building management for building build out of complete call center overhaul
• Writer on RFP and proposals for client contract bids.
• KPI reporting
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Identified issues, analyzed information and provided solutions to problems.
• Conducted research, gathered information from multiple sources and presented results.
• Exceeded goals through effective task prioritization and great work ethic.
• Created plans and communicated deadlines to ensure projects were completed on time.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Led projects and analyzed data to identify opportunities for improvement.
• Drove operational improvements which resulted in savings and improved profit margins.
• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
• Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
• Prepared and recommended long-range plans for development of department personnel.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Cross-trained existing employees to maximize team agility and performance.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Directed staff and managed annual capital budget.
• Evaluated report data to proactively adjust and enhance operations.
• Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Approved regular payroll submissions for employees.
• Maximized performance by monitoring daily activities and mentoring team members.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Developed and maintained relationships with customers and suppliers through account development.
• Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
• Identified plans and resources required to meet project goals and objectives.
• Identified, reviewed and applied policies and procedures.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Drove team success through shared vision and recognition of quality performance.
• Maintained open communication by presenting regular updates on project status to customers.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Recruited and oversaw personnel to achieve performance and quality targets.
• Reported regularly to managers on project budget, progress and technical problems.
• Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Developed project plans identifying key issues, approaches and performance metrics.

Supervise the activities and work volume of call center representatives and Call Center Management team

• Manage call center environment, inbound calls to exceed 2500 calls per day in excess of 95 employees
• Effectively communicate corporate and business expectations to team members
• Monitor staff levels and liaise with management teams regarding adjustments required
• Responsible for training new hires, management and sales staff
• Monitor calls and metrics, provide coaching and feedback
• Explain billing, pro-rated charges and resolve escalated account issues
• Ensure team members are kept abreast of changes or anything that may impact workflow
• Work closely with Support department regarding technical issues and order quality issuance
• Consistently meet and exceed personal and company set sales quotas monthly
• Professionally handle escalated calls from irate customers and resolve issues/complaints
• Use various tracking reports to assess representatives’ performance metrics
• Plan and conduct effective development sessions with both management and representatives that help drive results and expected behaviors
• Manage call volumes
• Participate and conduct week over week conference calls with upper management
• Carried out day-day-day duties accurately and efficiently.
• Used Microsoft Word and other software tools to create documents and other communications.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Managed on-site evaluations, internal audits and customer surveys.
• Exceeded goals through effective task prioritization and great work ethic.
• Maintained energy and enthusiasm in fast-paced environment.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Developed and maintained courteous and effective working relationships.
• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
• Onboarded new employees with training and new hire documentation.
• Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
• Maximized performance by monitoring daily activities and mentoring team members.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Applied customer feedback to develop process improvements and support long-term business needs.
• Cross-trained existing employees to maximize team agility and performance.
• Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
• Evaluated report data to proactively adjust and enhance operations.

• Managed over 100 inbound calls per day
• Assisted customers with selecting all telecommunication needs
• Recommend and close sales on products and services that included, DirectTV satellite television, Home telephone service, High speed internet service, Cingular/AT&T wireless service and bolt on products
• Set up accounts, processed credit verifications to determine if deposits were required and scheduled installation appointments
• Reviewed bills with customers, answered questions and issued adjustments when necessary
• Consistently exceeded all personal and company set sales and customer service quotas monthly
• Promoted to Team Lead due to outstanding performance and leadership skills
• Maintained excellent attendance record, consistently arriving to work on time.
• Participated in team-building activities to enhance working relationships.
• Improved operations through consistent hard work and dedication.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Developed and delivered engaging sales presentations to convey product benefits.
• Attended advanced training sessions and conferences to increase product knowledge and productivity.
• Surpassed sales objectives several consecutive years
• Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
• Trained and mentored new sales representatives.
• Adhered to appropriate legal scripting when required.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Met customer call guidelines for service levels, handle time and productivity.
• Effective liaison between customers and internal departments.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.