Sun Lakes, AZ

September 2007 to January 2008: Service Delivery Supervisor for Teletech. This was a temporary project for United Health during open enrollment for Medicare Part D. I signed on at the beginning of the project and trained three consecutive classes of customer care agents to do both customer service and sales (enrollments). Then, with a team of 25 agents I supervised their daily activities providing mentoring, coaching and guidance and I made recommendations on areas needing improvement. I managed to operational protocol by keeping management apprised to real-time situations and frequently took escalated or complex calls from customers. I helped maintain a management presence on the call center floor by walking the floor while in observance of Agents. I coached, evaluated, developed, and assisted agents regarding customer service skills and project related knowledge.

April 2005 to February 2006: Property Support Coordinator I for Choice Hotels. Took calls from Hotel owners and staff troubleshooting their hardware and software issues. Choice has their own property management software and as part of the Franchise Support Services we support all their hardware and software needs. I helped implement live chat support and roll out their new web-hosted hotel management software. I bring to the department a focus on the customer with the ability to learn the technical part of the job quickly.

October 2000 to August 2003: Sales & Service Manager for 1-800-flowers.com. I started as a Customer Service Specialist handling inquiries telephonically, through e-mail and on-line through our chat room. I became a new hire trainer during my first holiday season and then took my training experience on the road for our Mothers Day holiday, training reps at two different locations for our first attempt at outsourcing our Customer Service calls. September of 2001 I became part of the start-up team in Alamogordo, NM. I helped recruit, hire and train over 400 Gift Advisors. Additionally, during Alamogordo's first Holiday Season I implemented the PerennialClub, which was very successful and continues to save the company thousands of dollars every holiday season. I also ran our seasonal hiring and recruited throughout the community to reach our staffing goals. At the same time I rolled our benefits package out to our Core employees as they became eligible. I then became the Sales & Service Manager for our Corporate Gift Services Team in Alamogordo and was instrumental in our first Shared Workforce Project, Choice Hotels, which over 150 employees participated in. I was the call center motivator, software expert, and the go to person when no one else knew the answer.

1997-2000: Account Manager for Televerde. In this position I worked with some of the leaders in the high tech industry. Microsoft, IBM, SAP, Baan, J.D.Edwards, Lawson and several of the Big 5 Consulting Firms are clients that I worked with to formulate marketing plans and objectives, and then manage the calling campaigns to ensure that these objectives were met. Duties included training the Telephone Service Reps, scheduling hours on campaigns to maximize efforts and tracking client's sales rep efforts. As an Account Manager I was also responsible for the growth and retention of assigned existing accounts along with the prospecting and signing on of new clients.

I am a determined individual that possesses the ability to solve problems and undertake challenging assignments with the dedication and self-motivation to achieve optimum results. My contributions to roject teams include my analytical, organizational and people skills. These attributes are what make me a leader amongst my peers. I am an Excel expert with the ability to train others in performance statistics. I have excellent presentation and PowerPoint skills. I have used many different software programs and consider myself both a Customer Relationship Management and Call Center expert.

Living in Sun Lakes - taking care of my parents - have extra time on my hands.... Could help you out with any of the following:

Housekeeping including Windows
Meal Preparation
Laundry
Grocery Shopping or other errands
Assist with pet care including walking your dog
Holiday or Party preparations
Computer/Internet help
Accompany to Appointments
Organizational help

Give Pamela a call at 480-895-0486 or on my cell at 480-352-7207...references available and prices very reasonable.