Melinda W. | Elance
 
176985602337900
Last Sign-in: Aug 30, 2015

Melinda W.

Your life just got easier.
   United States
  |   Streator, IL
  |  11:24 am Local Time

Resume/C.V.

Customers say “She is a dream freelancer!” Proofreading, editing, and writing to suit your individual and business needs. Effective Resumes, CVs, and cover letters. Phone system recordings and IVR voice overs.
Service Description
*Productive self-starter with excellent written and oral communication skills

*Results-oriented with positive problem solving skills

*Proofreading, editing and writing of memos, manuals, newsletters and proposals

*Experience developing procedures, documentation, and personnel reviews

*Radio announcing experience, production of radio commercials, and corporate telephone system recordings

*End user training experience via PowerPoint, teleconferencing, classroom, and one on one

*Project management from planning to implementation

*Providing excellent customer service at multiple levels

*12 years Call Center/Contact Center experience

*13 years telecommunications experience

*13 years supervisorary/management experience

*Proven leadership ability with strong mentoring background
Certifications
Lucent Technologies
BTC124H Definity ECS Expert Agent Selection
Awarded: 2000
Lucent Technologies
Definity ECS ARS Administration
Awarded: 2000
Lucent Technologies
BTC300H G3 V5 Upgrade Administration
Awarded: 1997
AT&T
Call Management System R3 Administration
Awarded: 1993
AT&T
Definity Communications System G3i
Awarded: 1993
AT&T
G1 & G3 Automatic Call Distribution
Awarded: 1993
AT&T
Definity Communications System G3 Vector Design
Awarded: 1993
Life Management Institute
Fundamentals of Life and Health Insurance, Level 1
Awarded: 1993
AT&T
Audio Information Exchange System Administration
Awarded: 1993
Education
University of Arizona
None.
-
Yavapai College
None.
-
Employment
OfficeMax
Customer Relations Supervisor
2010 - 2012
*Resolved escalated customer issues *Supervised 18-24 customer service representatives *Provided training, mentoring, support for team, and center (350+) *Provided reports, metrics, performance evaluation *Provided leadership and guidance *Developed and implemented processes and procedures *Assisted with end user training for new Avaya VoIP conversion
Earthlink
Manager, Call Center Technologies
1999 - 2003
*Managed team of 14 Call Flow Design and Reporting personnel for 8 call centers in US from the Sacramento, CA office *Produced and document procedures for all CCT functions *Implemented telecom on-call, onsite telco training, standardization, work flow process *Assisted in project to convert all voice circuits from AT&T to Sprint *PBX Switch and ACD programming/troubleshooting
Children's Hospital Central California
Telecommunications Supervisor
1997 - 1999
*Managed telecommunications team and contractors *Consolidated 9 sites/9 switches to a new 650,000 sq. ft. facility *Switch and ACD programming/troubleshooting *Consolidated vendor billing *Equipment de-installations
HealthCare COMPARE Corp.
Telecommunications Specialist
1995 - 1997
*Management of all regional Telecom/Vider Systems *Project development and implementation *End user training *Troubleshooting and repair of equipment
John Alden Life Insurance Co.
Telecommunications Systems Administrator
1989 - 1995
*Management of all regional telecom systems *End user training *Vendor management *Supervisoin of Office Services department
Payment Terms
Elance escrow system.
Melinda W. | Elance

Melinda W.