Melissa Sykes
Hc 4 Box 317 Bee VA 24217
Home: 276-859-0658
Cell: 276-206-3492
Email: [Send email using form at bottom]
Strengths:
Able to adapt to new processes and environments quickly while finding
solutions to make implementation as smooth and seamless as possible.
Outstanding leadership and motivational approach
Thorough knowledge of Cingular systems
Ability to explain and present material clearly
Excellent organizational, planning, interpersonal and communications
skills
Professional
Strong Presentation skills.
Organized and self-motivated
Time and cost conscious
Utilizes adult learning techniques while explaining new material
Quick to develop strong relationships with new and existing clients /customers
Strong Lotus Notes and MS Office background
Strong Troubleshooting skills
Outstanding math skills and enjoy working with figures.
Knowledge of clerical details, record and file maintenance.
Strong background in all aspects of customer service and support.
Work Experience:
3/2008-present AT&T, Lebanon Virginia
Southeast Commitment Manager
Coach and develop an outbound team.
Run reports about commitments set for AT&T.
Project staffing needs based off projected commitment volume.
Coordinate with other call centers to make sure no customer call backs where
missed
Troubleshoot clarify cm system to resolve system issues
Work with Directors of different call centers to make sure all centers are
following current processes.
Ensure that all goals for commitment team are met
3/2007-3/2008 AT&T, Lebanon Virginia-Telecommute
Affiliate Billing Operation Manager
Responsible for revenue impacting functions related to Combined Billing which
includes but is not limited to Unbillables, system rejects, order entry issues,
and Service Order Activity (SOA).
Partner with wireless and wireline call centers and project teams to improve
processes, investigate individual account issues, and identify potential issues
with new product launches.
Ownership of Trouble Queue and reports to ensure accounts are in alignment for
billing and that issues are correctly directed for timely resolution.
Did trending, analysis, reporting, presentations.
Contribute to the reduction of call volumes both at wireless and at our
Affiliates.
Used BID to report on clarify queue tending and to update databases for
tracking purposes
Troubleshooting billing systems and resolving billing issues
Troubleshooting all aspects of windows to ensure billing systems would run
correctly
03/2006-03/2007 Cingular Wireless/ AT&T Wireless, Lebanon Virginia
Area Manager Intern
Coach and develop call center managers
Liaison between Regional Vice President and Call Center Managers.
Responsible for managing a call center.
Managed specific project assignments and tasks as related to business segment.
Managed exempt staff and/Supervisor/Team Managers.
Responsible for creation of solutions to business requirements.
Responsible for evaluating day-to-day operations and resolving customer
issues/concerns.
Escalated improvement suggestions for customer retention, headcount and
training.
Managed customer service directives relating to policies and procedures and
capital budget strategies.
Developed plans for the training, support and maintenance of assigned
projects.
Analyzed data to identify customer needs.
Assist Director of call center with any duties while he was out of office.
Developed plans target at improved effectiveness and efficiency.
Provided guidance and assistance to department staffs, field forces, and
vendors during project planning.
Drive Performance/quality
Distribute any key information from upper manager to team managers
Analyze call center statistical trending
Trained Team Managers on new initiatives
Develop Call Center Leader Interns
12/2004-07/2007 Cingular Wireless/AT&T, Lebanon Virginia
Customer Care Team Manager
Conduct Team Meetings with agents.
Notify representatives of changing information via email, and team meetings
Maintain daily, weekly, monthly reports
Coach and document attendance occurrences for employees
Monitor calls to ensure quality standards are maintained
Administer and document coaching and corrective action
Distribute statistical reports and coaching to team on a daily basis
Interview New Hires candidates for employment
Involved in various special projects such as:
Manager of Sieble Support Team- Appointed by Upper Management to
oversee this special team that the Lebanon Call Center was chosen to house. This
group supported our GSM department with general question. This helped our call
volume, customer satisfaction scores and also was a great success for the call
center.
Merger Committee-Was 1 of 4 Team Manager appointed by Management to
travel to the Ashland call center to gather information on how an Cingular call
center was ran after the merger between AT&T wireless and Cingular. With the
information that was gathered, we were able to provide the management team in
Lebanon better coaching tools, new incentive plans, and contacts from Ashland to
assist our management team during the merger..
Billing Case Subject Matter Expert - Volunteered to assist the Lebanon
Management team and Representatives with education on Billing and Tech
Cases/tickets. Went to team huddles to meet with representatives to educate them
on billing logs, and answer questions about clarify cases. Went to staff
meetings to educate Management team on billing log and answer question about
clarify. I sent daily report to Management team about open training cases/tickets
and assist with getting them closed.
Repeat Call Taskforce- I worked with my area mangers team
representatives to identify areas for improvement with repeat calls. I meet
daily with representatives to go over their previous days repeat call research
and utilize CSP, clarify, call flow, welcome call to reduce the repeat calls.
Clarify Subject Matter Expert- Trained representatives and managers on
billing cases, billing log, and clarify usage. (launching CSP,CARE via clarify)
Waive education training- Collaborating with regional quality leads and
the Held Desk department to educate the call center on waive quarterly. This
kept our call center focused on our customers needs. Waive is how me measure our
customer satisfaction with our company so by educating the call center it helped
improve our scores.
Transition Manager- Volunteered to be an original manager of the
transition team to assist in reducing call center attrition while developing new
employees into strong representatives.
Monthly Initiative Trainer-Appointed by Upper Management to assist the
training department with instructing monthly initiatives. Due to our staffing
needs, our call center trainers have new hire classes and were unable to do
monthly initiative trainings, by assisting with initiative training it ensured
our representatives still received the training that was needed.
5/2004-12/2004 Cingular Wireless/AT&T Wireless Lebanon Virginia
Advanced Coaching Internship Program
Provided the Quality Department with support on finishing monthly monitors of
Care Representatives and providing feedback to their supervisors.
Assisting Team Mangers with
o Daily Reports
o Attendance Tracking
o Team Meetings
o Doing/Delivering Monitors to representatives
o Taking customer escalations
o Coaching Representatives on metrics
o Maintain daily, weekly, monthly reports
6/2003-5/2004 AT&T Wireless Lebanon Virginia
Customer Care Representatives
Responded to inbound customer service calls in a fast paced, high volume call
center
Discovered customer needs, services or resources that fulfill customers'
request.
Provide quality service and support in a variety of areas.
Utilize a variety of technical information systems.
Maintain a working knowledge of all aspects of the wireless industry.
Statistic motivator for Tony Barton's Team
Member of the feedback committee
Participated in the USCC transitions
I assisted Supervisor in team meeting by delivering coaching toolboxes
Also achieved Customer Service Representative Level 2.
4/2002-2/2003 Issues and Answers Lebanon Virginia
Interviewer
Recorded consumer's opinions about services and products that they have used
or received.
Used DOS based computer systems to record answers to surveys.
Instructed the surveys over the phone
1/1998-5/2002 Miss Kittys Old Time Photos Huntington West Virginia
Manager
Trained newly hired employee
Maintain employee files
Scheduled time off for the employees
Handled confrontational situations, resolving them appropriately
Assisted customers with inquiries and complaints in a professional manner
Collected payments for customer billing and posted to general ledger.
Oversaw daily cash control, prepared bank deposits.
Prepared daily, monthly, and yearly balance sheets for auditing purposes.
Accountable for all accounts receivable and payable functions as auditor of a
small business operation.
Filed time sheets, making sure they were completed out correctly.
Accountable for Interviewing, retaining and terminating employees.
Provided coaching to employees on areas where they need improvement.
Developed employees in their current positions in preparation for moving info
higher end positions within the company.
Responsible for enforcing disciplinary procedure
Education:
Council High School, Council Virginia, diploma
Southwestern Virginia Community College, Working towards Bachelors in Business
Management.
Training
Instructor Competencies Workshop, December 2005, Plano Texas- Learning to
effective delivers information to adult learners. (ICW)
Getting to Great, June 2006, Plano Texas- Trained on the follow items.
o Described the alignment of Cingulars 4 strategic imperatives, 14 initiatives
and industry leadership goals
o Energize the organization for sustained execution on the 3-year plan and
merger objectives
o Learn execution strategies for effective, results-oriented leadership
o Drive resource maximization with a competitive mindset focused on growth
o Bring the organization together to celebrate successes and tackle challenges
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