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309 WOLFE ST  HIGHLANDS rANCH, CO 80001

Phone (303) 210-9+876 • E-mail carlieshultz@hotmail.com

Carlie shultz

Qualifications
	Customer Service Manager with a unique blend of expertise in delivery of leadership, building relationships that specializes in operations and quality assurance. Motivated learner, able to quickly gain new skills and transfer knowledge across disciplines.  Highly organized and detail-oriented, with excellent time-management skills. Ability to prioritize and focus in order to meet objectives and deadlines.  Expert customer service skills, with excellent communication abilities and extensive experience working with people of different cultures and nationalities.  Innovative problem-solver, skilled at analyzing complex business processes and developing effective solutions in a fast-changing corporate environment.  Advanced Word, Excel, PowerPoint, Outlook & Scheduling Software proficiency.
ProFessional Experience
	Deep Rock Water Company, Denver, Colorado Contact Center Supervisor May 2007 – January 2012                                                                                                                                ¡  Daily supervision of national contact center, including 4 remote locations. ¡  Managed 15-25 representatives at all times, ¡  Worked with control desk to optimize coverage and efficiency. ¡  Worked directly with PR/marketing manager for event and collateral planning and design. ¡  Editor for sales brochures and website content. ¡  Developed and utilized service standards to evaluate and track employee performance. ¡  Quality assurance manager for entire company ¡  Technical support, tested computers, phone and handheld systems for quality. ¡  Monitored calls and tested route operations procedures for quality. ¡  Tracked and measured all metrics for quality standards. ¡  Created new and streamlined existing processes and procedures. ¡  Helped change the standard for Customer Service company wide. ¡  Worked with route operation management to optimize processes for enhanced production. ¡  Interviewed and identified potential candidates for new positions, as well as terminated employees when necessary. ¡  Coordinated and conducted all new hire orientations and trainings. ¡  Handled scheduling, vacations, breaks and lunches for customer service department. Bank of the West, Englewood, Colorado Customer Service Manager                                                     November 2003 – May 2007 ¡  Managed 10 – 20 employees at all times. ¡  Controlled daily operations of the branch. ¡  Responsible for sales of; accounts, credit cards, mortgages, insurance, lines of credit and investments. ¡  Analyzed and made decisions on several daily reports including; NSF’s, fee budgets and overdrawn accounts. ¡  Kept branch within Bank of the West and FDIC policies and regulations. ¡  Conducted sales and policy audits on all employees. ¡  Completed all cases of fraud and disputed account activity.  ¡  Exceeded branch compliance and retention goals. ¡  Maintained 96.4% customer service score for the branch. ¡  Facilitated interviews for potential candidates and terminated employees when necessary. ¡  Utilized scheduling program (Planet) to maintain 90% efficiency for staffing requirements. ¡  Conducted daily sales huddles for branch and weekly huddles for the region. ¡  Exceeded personal sales goals on all products, including 225% to goal during 2006 loan campaign. ¡  Managed a team that continuously surpassed branch sales and service goals. ¡  Dealt with all customer complaints and concerns.
Education
	Western Michigan University, Kalamazoo, Michigan                                                          Bachelor of Arts Major: English, Creative Writing Minor: Philosophy

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