Years Professional Experience
Alice Caldwell
Biloxi,MS
Summary
Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs and transforming customer service standards. Experienced in leading and supervising operational and sales teams. Excellent marketing, customer service and facility oversight skills and more than 25 years of experience. Highly effective and comfortable working with people at all levels in organization.
Overview
25
25
Work History
Self Employed
Self-employeed
09.2019 - Current
- Mastered multiple companies' software.
- Determined objectives, set priorities and established and met target dates.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity on calls, emails and chat, answering up to 80 calls per day.
- Promoted available products and services to customers during service, account management, and order calls.
- Investigated and resolved accounting, service and delivery concerns.
Call Center Supervisor
American Red Cross
02.2011 - 09.2019
- Supervised up to 35 agents in providing excellent customer service to callers requiring assistance for blood donation appointments and donation concerns.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Supervised [Number] [Job Title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
Director
Eden Gardens Of Concord - Assisted Living Center
01.2007 - 02.2011
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals, achieved 100% occupancy and retained for 2+ years.
- Established departmental performance goals and provided feedback for underperforming areas.
- Built relationships with donors, government officials and other organizations to secure support for organization.
- Exercised appropriate cost control to meet budget restrictions and maximize profitability.
- Represented organization to local public by giving presentations and speeches and participating in community events.
- Monitored compliance with laws and regulations to protect organization from legal liabilities and penalties.
- Established and maintained strong relationships with customers, vendors and strategic partners.
Owner / Broker
Coldwell Banker Crown Real Estate
- Managed day-to-day business operations and achieved and kept Diamond Office status for over 20 years.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Established foundational processes for business operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Generated revenues yearly and effectively capitalized on industry growth.
Education
Associate of Arts - Business Administration And Management
Evans Business College
Concord, NCAssociate of Applied Science - Accounting
Evans Business College
Concord, NCReal Estate
Rowan Cabarrus Community College
Kannapolis, NCSkills
- Manage Contracts
- Microsoft Windows
- Contract Negotiation Expertise
- Microsoft Project
- Business Management Principles
- Sales Leadership
- Microsoft Office
- Verbal and Written Communication
- Coaching and Mentoring
- Negotiation
- Problem-Solving Ability
- Proofreading
Timeline
Self Employed
Self-employeed
09.2019 - Current
Call Center Supervisor
American Red Cross
02.2011 - 09.2019
Director
Eden Gardens Of Concord - Assisted Living Center
01.2007 - 02.2011
Owner / Broker
Coldwell Banker Crown Real Estate
Associate of Arts - Business Administration And Management
Evans Business College
Associate of Applied Science - Accounting
Evans Business College
Real Estate
Rowan Cabarrus Community College
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