Saundra Broadway
Norman,OK
Summary
To obtain a position as a member of your team that utilizes my skills, work ethic, achievements, and high energy and passion.
Overview
22
22
years of professional experience
Work History
LEARNING SPECIALIST
SITEL
12.2011 - Current
- Responsible for training and maintaining classes up to 33 agents at a time
- Ensure all calls are handled professionally
- Provide direction and guidance to achieve key performance and metrics
- Approve and apply pay, apply schedules, and create and deliver corrective actions
- Coach, mentor and develop agent team for skills expansion and promotional opportunities
- Manage large groups and small groups improving daily stats and skills while working with different teams on a daily
- I traveled to Augusta Georgia for 3 months and Assisted Sitel with their launch of PSCU while I trained the first wave of Classes for both of PSCU lines of business each class contained 44 agents and 3 trainers to , Ensure all calls are handled professionally, with high standards of quality and confident in the training i provided when moving to there prospective departments .
- Provide direction and guidance to achieve key performance and metrics
- I assisted Sitel with launching both Canada and Panama PSCU with both of PSCU lines of business by teaching classes contained 44 agents and multiple coaches, trainers and quality analyst to effectivly Ensure all calls are handled professionally, with high standards of quality and confident in the training i provided when moving to there prospective departments .
- Provide direction and guidance to achieve key performance and metrics
MENTOR/CUSTOMER SERVICE REP
SITEL
08.2011 - 06.2013
- Handled Chase bank accounts as a mentor/trainer and assisted new hires with on the job training on systems and procedures
- Assisted new customer service reps on how to place orders
- Took escalation calls when customers had a complaint or concerns
- Resolved customer issues regarding their accounts
CUSTOMER SERVICE REP & PROBLEM RES REP II
ESCALATIONS
03.2008 - 07.2011
- Take incoming calls and provide customer support
- Resolve customer billing concerns
- Place and process customer orders to changes to existing service and process adjustments to bills as requested
- Coached phone agents on how to place orders and use systems
- Handled escalation calls when there is a customer complaint/concern
- Assist new hires with on the job training on systems and procedures
- Created handouts/ job aids and assisted in developing and implementing new methods and procedures
- Resolved executed complaints
Squad Leader
04.2004 - 01.2008
- Delivered over 50,000 gallons of fuel
- Designed and created fuel charts
- Completed task and assignments with a cohesive teamwork and leadership
- Assigned task to different members of team
PETROLEUM SUPPLY SPECIALIST
US ARMY SHWEINFURT
04.2003 - 01.2008
Education
None - Business Management
Seminole State
Seminole, OK01.1997
DIPLOMA -
ROLAND HIGH SCHOOL
01.1992
Skills
- Mentor
- Leadership
- People first
- Customer service
- Excel
- Microsoft office
- Microsoft word
- Word
- Crm
- Telegence
- Dsl
- Statistics
- Curriculum Development
- Learning Technology
- Instructional Design
- Sord
- Boss
- Premise
- SPSOS
- Dashboard
- Calibrus
- DSL CRM
- EBV
- SystemX
- ExpressPay
- Microsoft Office Excel
- Microsoft Word
- FDR
- STAR
- Callpro
- WPM: 60
Military Service
United States Army, SPC
Additionalinformation
Sord, Boss, Premise, SPSOS, Dashboard, Calibrus, DSL CRM, Telegence, EBV, SystemX, ExpressPay, Microsoft Office Excel, Microsoft Word, FDR, STAR, Callpro, 60, Learning Specialist, Squad Leader for the US Army, Mentor
Personal Information
Authorized To Work: US
Timeline
LEARNING SPECIALIST
SITEL
12.2011 - Current
MENTOR/CUSTOMER SERVICE REP
SITEL
08.2011 - 06.2013
CUSTOMER SERVICE REP & PROBLEM RES REP II
ESCALATIONS
03.2008 - 07.2011
Squad Leader
04.2004 - 01.2008
PETROLEUM SUPPLY SPECIALIST
US ARMY SHWEINFURT
04.2003 - 01.2008
DIPLOMA -
ROLAND HIGH SCHOOL
None - Business Management
Seminole State
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