PATRICIA PENDLETON
Dallas,TX
Summary
Dedicated Call Management 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
21
21
years of professional experience
Work History
Call Management Supervisor
Shyft Global Services/TD Synnex
Dallas, TX
03.2020 - 11.2023
- Supervise 20+ employees for day-to-day activities
- Provide monthly feedback to all of my employees on how they are doing and provide the expectation for improvement
- Forecast departmental budget
- Coach team members on process improvements and taking initiative to develop into other roles
- Hire and train new agents; and provide continuous training for existing agents
- Handle escalations from internal and external customers including Field Engineers, Regional Field Managers, Service & Support Managers and Service Delivery Managers.
Call Management Supervisor
Fujitsu America Inc
Dallas, TX
07.2017 - 03.2020
- Supervise 20+ employees for day-to-day activities
- Provide monthly feedback to all of employees on performance, expectations and opportunities for growth.
- Forecast departmental budget
- Coach team members on process improvements and taking initiative to develop into other roles
- Hire and train new agents; and provide continuous training for existing agents
- Handle escalations from internal and external customers including Field Engineers, Regional Field Managers, Service & Support Managers and Service Delivery Managers
- Monitor CISCO Supervisor for agent activity to ensure maximum productivity.
Call Management Team Lead/Trainer
Fujitsu America Inc
Dallas, TX
10.2010 - 07.2017
- Led a team of 30+ employees for day-to-day activities
- Created and maintained schedule to cover staffing of five business teams to ensure proper coverage while keeping overtime at minimum
- Reviewed vacation requests for approval each month
- Created and maintained training documentation for several teams
- Maintained and updated documentation on share point
- Provided corporate training for company initiative “Shaping Tomorrow”
- Provided training to other departments for Oracle and PAS
- Trained and Coached Costa Rica Customer Contact Center team
- Provided continuous support to team for escalations and improvements
- Traveled to Costa Rica for 3 weeks to retrain and update all of the documentation.
- Taught new team members correct procedures for all areas of operations.
Customer Contact Center Trainer/Facilitator
Fujitsu America Inc
Frisco, TX
05.2006 - 10.2010
- Interviewed, hired and trained new employees on all of the processes, procedures and policies
- Provided continuous training to all agents on new processes
- Created documentation for implementation of the Oracle application as the new ticketing system
- Tested the Oracle system during development to ensure that it was functional for the Customer Contact Center team while working with other groups as well, Call Management and Field Support
- Trained all agents on Oracle and traveled to Costa Rica to train that team as well.
Customer Contact Center Agent/Lead
Fujitsu America Inc
Frisco, TX
03.2003 - 05.2006
- Monitored Apropos Supervisor for agent activity to ensure maximum productivity
- Answered inbound external and internal customer calls and processed requests
- Trained new employees and provided continuous training to agents
- Provided assistance to agents and handled escalations from customers, field engineers, call management and other teams
- Worked closely with supervisors to maintain optimum performance from team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Some College (No Degree) - Business Administration & Sociology
University of Arkansas Fayetteville
FayettevilleHigh School Diploma -
Palestine-Wheatley High School
Palestine, ARSkills
- ITIL v3 Foundation
- Training & Development
- Customer Satisfaction
- Quality Assurance
- Call Center
- Corrective Actions
- Detailed Instruction
- Personnel Recruitment
- Process Knowledge
Part Time Work History
Research Interviewer, 09/2019 - 05/2023
Nielsen - Dallas, TX
- Cold called 50+ consumers per shift to invite them to participate in different surveys or panels for radio and television ratings.
- Followed specific guidelines to help company stay accredited when making calls
Cashier, 02/2018 - 05/2019
Walmart - Irving, TX
- Successfully assisted customers with product selection, purchases, and transactions
- Managed cash register, communicated with customers and operated sales floor
- Customer Service representative processing money transactions and customer purchased returns.
Timeline
Call Management Supervisor
Shyft Global Services/TD Synnex
03.2020 - 11.2023
Call Management Supervisor
Fujitsu America Inc
07.2017 - 03.2020
Call Management Team Lead/Trainer
Fujitsu America Inc
10.2010 - 07.2017
Customer Contact Center Trainer/Facilitator
Fujitsu America Inc
05.2006 - 10.2010
Customer Contact Center Agent/Lead
Fujitsu America Inc
03.2003 - 05.2006
Some College (No Degree) - Business Administration & Sociology
University of Arkansas Fayetteville
High School Diploma -
Palestine-Wheatley High School
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