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James C Bernard
801-709-3903
________________________________________________________________Sales/Customer
Service Team Leader
Focused and dedicated team leader with 8 years experience in the customer service field. Knowledgeable in a wide range of areas including: team management, coaching and development, and metrics management.
Employee motivation and development Outstanding people skills Customer satisfaction Solutions-oriented mindset
Professional Experience
Convergys Corporation 09/13-06/15DIRECTV Sales Team Leader
Coaching and developing new agents on customer satisfaction, sales skills, product knowledge, escalation protocol, floor support and time management.
Developed agent’s ability to connect with customers to drive customer satisfaction and make relevant sales offers.
Worked directly with premium channel employees to run agent incentive programs to promote channel sales and reward meeting/exceeding sales metrics.
Involved in the hiring process by interviewing candidates for employment and had the final decision on the hiring of many prospective employees.
Convergys Corporation 04/13 – 08/13USPS Stamps Team Leader
Oversaw the coaching and development of new and senior agents with enthusiasm and professionalism: Call containment, escalation protocol, floor support and time management.
Consistently recognized by Manager for high team metrics. Participated in interviewing candidates for peer positions. Continually analyzed and monitored site metrics to understand efficient
call center management
Convergys Corporation 2/08 - 03/13 Universal Agent and Escalation Team Leader
Managed the performance of a team of 20+ senior agents that were assigned to the Escalation/Assistance/Supervisor queue. Maintained schedules, coached and developed agents on call containment, and handling difficult customers. Monitored calls for accuracy and quality purposes.
Developed and implemented multiple new processes that proved to increase the performance of the escalation/assistance queue.
Collaborated with escalation Team leaders from other Convergys sites to improve our respective escalation teams.
Attended a seminar entitled: “Dealing effectively with unacceptable employee behavior”, and developed a training that I presented to my peers that was based on the course attended. It was also used by the HR manager of our site and was presented to other projects as well.
Participated in weekly quality calibrations to insure client approved, uniform call handling procedures and techniques across the different Convergys sites.
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Convergys Corporation 08/03 – 02/08Universal/Specialty/Escalation Team
One of the highest performing phone agents on the site, quickly promoted to specialty team agent, floor support agent and finally Escalation/Supervisor/Assistance queue agent, before the promotion to Team Leader/Supervisor.
Universal Agent Specialty/Pilot Team Agent (Telephone Change of Address) Floor Support/Mentor Escalation/Supervisor queue Agent
Education
Mountainland Applied Technology, 1999 - 2000MCSE, MCP+I CNA CompTIA A+Computer Systems Networking
References
Jackson Poore, Operations Manager, Convergys Corporation, DTV Orem, Utah 801-765-7039 [email protected]
Jayann Wright, Former Operations Manager, Convergys Corporation, USPS, DTV, Orem, Utah.509-591-0100 [email protected]
Blaine Peterson, Open Edge, Pl Grove, Utah current employee801-376-2967
Gregory Preston, Global Payments former employee801-368-1079
