Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
VERICREST FINANCIAL 2009
- Current
SPRINT,
Vendor Manager (2006 - 2009)
·
Developed
and implemented strategic vendor relationship strategies.
·
Worked
closely with the business to understand their needs and served as the point of
contact.
Team Leader (2000 - 2006)
Contact Center CCAT ) (2004 - 2006)
Commercial Financial Services (CFS),
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PAYTON BOONE
309
Geneva Rea Lane • Yukon
Boone.Payton@gmail.com
Result focused Operations/Account Manager with
extensive experience in delivering quality customer service. Recognized for in-depth knowledge and hands
on experience within call center infrastructure. Exceptional time management, leadership,
motivational and presentation skills. Self
motivated leader who delivers and exceeds targets in a challenging and changing
environment.
PROFESSIONAL EXPERIENCE
VERICREST FINANCIAL 2009
- Current
Vice President of Vendor Management (May 2009 –
Current)
·
Establish
and implement Vendor Relation Policy and Procedures
·
Onboard
vendors
·
Maintain
relationships with vendors.
·
Establish,
review and maintain scorecard of vendor performance.
·
Terminate
vendors
·
Partner
with internal and external legal advisors and other entities involved with
Amendments, Statement of Work (SOW’s), Non Discloser Agreement (NDA’s) and
Master Service Agreements (MSA’s).
·
Scope
of support includes management of 200+ vendors to include Call Center
SPRINT, Oklahoma
City
Vendor Manager (2006 - 2009)
·
Developed
and implemented strategic vendor relationship strategies.
·
Worked
closely with the business to understand their needs and served as the point of
contact.
- Monitored performance and procedures to
ensure process and quality standards enhanced overall quality of vendor performance.
- Continually sought optimal value in
service from vendor, reviewed and monitored performance and
return-on-investment metrics and initiated contract modifications.
- Monitored projects to ensure completion
of schedule and within budget.
- Facilitated development of team and
partner relationships with vendor to ensure all key metrics and service
level agreements were achieved.
- Recognized and
implemented operational improvements.
Team Leader (2000 - 2006)
Advanced Technical Support (2005 - 2006)
Tier 1/Trouble Management (2001 - 2004)
Clear Pay Program (2001 - 2002)
Collection Retention (2001)
Customer Solutions (2000 – 2001)
·
Guided and developed Specialist toward First Call Resolution
through Behavior Based Coaching to all key metrics.
·
Supervised and was responsible for the day-to-day
operations of team representatives that responded to inquiries of a technical
or complex nature.
·
Coordinated work activities to achieve the volume
expected to meet operational requirements.
·
Recognized and recommended operational
improvements.
·
Responsible for the day-to-day application of
organizational policies and procedures.
·
Provided immediate supervision, monitored workflow,
assigned task, goals and objectives.
·
Participated in hiring, termination, performance and
salary reviews.
·
Demonstrated ability to influence others to achieve
success through motivational, organizational or personal communication
approaches.
·
Demonstrated multitasking skills by embracing and
adapting to change.
Team Advisor (2000)
·
Assisted with escalations that included taking over
calls to satisfy and resolve customer issues.
·
Provided floor support for all specialists to direct
and coach to find appropriate answers either in the knowledge base system or
find a work around or think outside the box to provide solutions.
CAS Specialist (1999 - 2000)
·
Involved trouble shooting customer issues from the
technical support side to collections and billing issues. Exceeded all monitors all quality scores
which is the highest rating in the Call
Center
Paul Boone
405-921-6806
Page 2
AutoZone , Oklahoma
Store Manager
·
Hired and trained employees, kept employees motivated and
assisted with any issues. Directly
involved with customer relations and assuring customer satisfaction. Responsible for store profits. Monitored inventory, store appearance,
employee morale, balancing registers, daily bank deposits, daily sales meetings
and communications to upper management on the success and stability of the
store’s performance. Responsible for
scheduling employees using a rotating scheduler.
Commercial Financial Services (CFS), Oklahoma City
Initial Account Officer (1999)
·
Received incoming calls as well as made outbound calls
with automated dialer system. Identified
and worked with customers to resolve their credit card debt. Maintained a personal portfolio of accounts
to follow up on progress of approved deals.
Exceeded daily and monthly goals, also worked with Section Manager on
ideas to help motivate employees.
Sorting Account
Officer (1997 - 1999)
·
Received calls, identified and transferred customers,
and updated information obtained in the Credit Card Information System (CCIS). Disposition
calls appropriately all in compliance with the Federal Debt Collection Practices
Act (FDCPA). Utilized an automated dialer system to exceed daily and monthly
goals. Assisted the section manager with
producing daily production and Right Party Transfer (RPT) Reports, also
incorporated a goal-tracking sheet used in our section. In the absence of the section manager,
performed his job duties.
Super Shops Automotive Performance Center , Oklahoma
Regional Manager (1994 - 1997)
- Managed 4 sites to achieve daily sales targets, keep consistent
staffing, insure customer satisfaction and exceeding profit targets.
- Constant communication to Store Managers to discuss performance and
any outstanding issues.
Store Manager (1984 - 1994)
·
Hired and trained employees, kept employees motivated
and assisted with any issues. Directly
involved with customer relations and assured customer satisfaction. Maintained store profits while accountable
for 25% of the specialty store sales, trained all employees on performance
specialty parts. Monitored inventory,
store appearance, employee morale, balancing registers, daily bank deposits,
daily sales meetings and communications to upper management on the success and
stability of the store’s performance.
Assistant Manager (1983 - 1984)
·
Maintained store sales and resolved customer
complaints. Always prepared at all times
to operate the store in the absence of the store manager.
Salesman (1982 - 1983)
·
Exceeded sales goals for selling performance parts as
well as tires and wheels for cars.
Knowledgeable on performance parts to answer customer’s questions and
recommended related parts to make their installation easier.
PROFESSIONAL DEVELOPMENT
·
Core
Business Knowledge: Start up Line of Business (LOB), Project Management,
Client/Vendor Relations, Site Management, Strategic Planning, Process
Improvement, Training, Work Force Management (WFM)
·
Microsoft:
Excel, Word, Power Point, Access, Outlook, Net Meeting, Communicator, Live
Meeting, Project
·
Workforce
Management (WFM) Tools: IEX, RTA, Director
·
Telephony
Systems: Aspect, Avaya, Davox
·
Customer
Facing Applications: Premiere. P2K, CSM, sView, Telesales, RMS, Citrix
·
Project
Management Software: Quickbase, Test Director, DocShare
·
Tech
Support Tools: Actiview, Service Pro, CTMS, Service Desk
·
Certified
Training: Customer
Operations Performance
Center
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