QUALIFICATIONS SUMMARY PROFESSIONAL EXPERIENCE Ligonier Ministries, Sanford, Fl Resource Consultant/Supervisor (8/2010 - Present) -Call center Team Leader and acting as the chief agent, supervisory assistant, and administrative liaison. -Expert of all agent-related duties. Acting as a resource for company knowledge and operating procedures of the call center, presides over agents, calls in queue, transactions, escalations, and quality of operation. -Monitors, coaches, and implements various forms of practical administration and customer issue resolutions. -Performs operational guidance and assumes and resolves assigned problematic calls, provides support or offer advice upon any given situation and participates as an agent during peak periods of incoming call volume. - Maintains quality control, efficiency and excellence in call transactions-remote and side-by-side. On a rotational basis, regularly conducts both formats to monitor agent performance. -Provides counseling in areas of opportunity for agent development. -Chosen to lead in special projects such as the annual Ligonier National Conference and Regional Conferences as the bookstore set up and display coordinator and point of sale supervisor. * Improve support service level by 20% (an abandon rate of 10.5% to 8.1%) by organizing and implementing excessive peak call volume procedures. * Utilized regularly by management to train new consultants and monitor call center morale and performance.

Highlights:

• Call Center
• Physical Security
• Quality
• Quality Assurance
• Quality Control
• Radar
• Security
• Point Of Sale (Pos)