1. PROFESSIONAL PROFILE
Thirteen years experience in progressively responsible positions focused on acquiring extensive
knowledge of industry products, equipment, and services and on delivering high-quality customer
service to meet and exceed performance standards and expectations.
Eight years experience leading a call center by building and coaching teams, monitoring key
productivity and quality metrics, and providing timely and specific feedback. Assigned challenging goals to
team members to improve performance, increase sales and reduce churn.
Skillfully fostered a trusting and engaging work environment and culture of accountability, integrity,
and respect. Fostered team spirit by creating cohesive teams to facilitate positive employees where
achievement and exceptional performance were recognized.
Experienced team leader adept in assessing team member strengths, evaluating individual and
team performances, determining developmental needs of team members, and developing personal
performance plans to address variances and remediate gaps.
Solid leadership skills used to build energetic, results-driven call center teams by instructing and
guiding team members in methods to retain customers, drive sales, and mitigate downgrades by
articulating compelling value propositions for products and services.
Thorough knowledge of administrative processes to deliver key messages, policies, and procedures
at team meetings and daily huddles, document coaching and training sessions, meet business needs by
setting work schedules, time-off requests, and time-reporting requirements.
Effective organizational and planning skills to prioritize and manage multiple and varied tasks with a
focus on clear, realistic action steps and timelines.
Proficient communicator in presenting a compelling case for ideas and initiatives through listening
and articulating a convincing point of view.
Initiated and developed productive relationships in other organizational functions to identify and
understand business needs. Implemented solutions to resolve obstacles and communicate critical
information and strategies resulting in well-informed employees.
Citibank Center in Boise, Meridian, ID: Customer Service
Representative for 30+ Specialty Merchants
DirecTV, LLC, Boise, ID: Team Leader
DirecTV, LLC, Boise, ID: Special Projects Agent, VIP/OOP-QUE
(Very Important Person, Office of the President-Queue)
DirecTV, LLC, Boise, ID: Customer Service Support Coach
DirecTV, Boise, ID: Customer Service Representative
Hot Shots, Las Vegas, NV: Sole Proprietor
Owner-operated, niche service company to steam clean and maintain
commercial ovens for Domino Pizza stores in Las Vegas, NV and Salt
Lake City, UT.
r · e · s ·u · m · e
2. KEY ACHIEVEMENTS
Special Projects Agent
Demonstrated trust and confidentiality in handling in-bound calls directed to the Office of the
President or from customers having significant or high-profile relationships with DirecTV. Handled
in-bound calls to provide knowledgeable and expeditious technical support to “Air Force One” in
flight with President George W. Bush onboard and from an SUV transporting the President at Camp
Emergency Escalated Customer Call
Responded to escalated call received by team member from distraught customer threatening suicide.
Instructed team member to determine location of caller and to continue talking calmly. I immediately
contacted police in caller’s location. Caller later expressed deep gratitude for sending help in a dire time of
need. Received personal recognition during the State of the Company presentation from the DirecTV
CEO, Site Director, Vice President of Customer Care, and Senior Executive Vice President for
demonstrating independent judgment and quick action.
Top-performing team member in handling in-bound calls from customers at risk of downgrading or
terminating services with DirecTV. Effectively researched and resolved customer concerns thus
retaining business and productive customer relationships. Through various retention offers and
programming choices, made financial decisions to protect/collect revenues and adjusted customer
Skillfully assisted classroom trainer in delivery of classroom training and implementation of corporate
training strategies. As a customer service support coach, I assisted in managing a team of new customer
service representatives, conducted classroom training, evaluated job performances, and contributed to
overall success of the training department.
Consistently stayed abreast of new products and services, current marketing campaigns, and save offers to
serve as knowledgeable product and service consultant and source of information for team members and
Results-Driven Retention and Sales Culture
Proactively implemented and trained retention and sales techniques based on customer-focused
productivity and quality metrics—customer save/retention rate, net promoter score, first-call resolution,
customer loyalty rate, upselling, and cross-selling—to drive individual and team sales performance and
meet and exceed expectations set by senior management.
COMPUTER SKILLS OPERATING SYSTEMS
Proficient in Microsoft® Windows; functional knowledge of Mac OS X
Experienced with most versions of Microsoft® Office Suite; Adobe® Acrobat; and
Firefox, Chrome, and Safari web browsers.
Skilled in hand building and customizing personal computers. In-depth functional
and relational knowledge of computer components. Strong computer trouble-
shooting, testing, repairing, and upgrading skills.
EDUCATION AREA OF STUDY
Earned approximately 60 credits, B.S. degree program, 1995–2000