Kelly Reynolds611 Greystone Ave, Jacksonville, NC 28540 • 910-650-0177 • unckells@yahoo.com

Objective

To obtain a position and work environment that will allow me to use my high energy level and showcase my dynamic and persuasive personality to make a positive impact.

Summary of Qualifications Strong computer skills, consisting of proficient use of Microsoft Office (Excel, Word, Power Point,

Outlook), MS-DOS, and Microsoft Windows (98, 98SE, ME, 2000, XP, and Vista), Kronos time and attendance, Oracle and Analytics

Excellent interpersonal, time management, judgment and decision-making skills Creative problem solver with strong attention to detail Organization and follow-up skills

Work Experience

Alorica Shift Manager Jacksonville, NC 2015 – presentKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Direct and coordinate activities of businesses or departments concerned with the production,

pricing, sales or distribution of DirecTV Knowledge of business and management principles involved in strategic planning, resource

allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources

Prepare staff work schedules and assign specific duties Overseer of site being the first to receive a Diamond Certification on first audit Successfully help site achieve Best in Class for DirecTV 14 out of 17 months Successfully manages and mentors staff of approximately 7 Team Managers and up to 120 inbound

telephone sales agents for DirecTV products Accurately and regularly communicate to staff on performance, goals and coaching Facilitate daily Team Manager coaching and development sessions in both written and verbal format

Alorica Team Manager Jacksonville, NC 2011 – 2015

Prepare site for Diamond Audits on a weekly basis Overseer of site being the first to receive a Diamond Certification on first audit Successfully help site achieve Best in Class for DirecTV 14 out of 17 months Successfully manages and mentors staff of approximately 23 inbound telephone sales agents for

DirecTV products Accurately and regularly communicate to staff on performance, goals and coaching Facilitate daily agent coaching and development sessions in both written and verbal format Participates in client related activities to include client calibration sessions and project planning Identify and address agent training and development needs Manage Kronos to ensure 0% discrepancy rate Manage program specific performance standards such as AHT, quality scores, close rates and sales Manage financial implications of attrition and attendance by maintaining program specific goals Provide agent support by handling escalated calls as needed Maintain up to date employee floor files and documentation

Regularly use Outlook, MS Office, Oracle, Kronos, GMT, CMS, Avaya, NICE, and Analytics and various other company or program specific computer applications

Selected to help successfully launch a new site in Norfolk, VA – from November 2013 through March 2014 I helped train new Team Managers, new agents, assisted with quality control, covered for Operations Mgr when he was off site.

Alorica Teach Track Jacksonville, NC 2012 - 2013

Monitor, evaluate, or record training activities or program effectiveness. Offer specific training programs to help workers maintain or improve job skills.

Assist trainers with new hire agents and up-training for all employees Monitor, coach, lead and scan new hires in nesting (after 2 week training period) Ensure proper use of required tools such as SCRM, Agent Answer Center, and EIS Identify and address agent training and development needs Provide agent support by handling escalated calls as needed

Alorica Sales Representative Jacksonville, NC 2012 – 2013

Confer with customers by telephone or in person to provide information about products or services; take or enter orders; cancel account;, or obtain details of complaints.

Perform call center commissioned sales of DirecTV product Answer customers' questions about products, prices, availability, or credit terms Maintain customer records, using automated systems. Emphasize product features based on analyses of customers' needs and on technical knowledge of

product capabilities and limitations

ConvergysTechnical Support Jacksonville, NC 2010 – 2012

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications, remotely.

Assist customers with soft/hardware via telephone. Assist team members with question and training

Little Caesar’s Store Manager Rocky Mount, VA 2004- 2010

Monitor compliance with health and fire regulations regarding food preparation and serving, and building maintenance in lodging and dining facilities.

Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner.

Count money and make bank deposits. Investigate and resolve complaints regarding food quality, service, or accommodations. Coordinate assignments of cooking personnel to ensure economical use of food and timely

preparation. Schedule and receive food and beverage deliveries, checking delivery contents to verify product

quality and quantity. Monitor budgets and payroll records, and review financial transactions to ensure that expenditures

are authorized and budgeted.

Lowes Food Inc.Produce Clerk Stuart, VA 2003 - 2006

Stocked produce, frozen and dried goods Receive and count stock items, and record data manually or using computer.

Pack and unpack items to be stocked on shelves Examine and inspect stock items for wear or defects, reporting any damage to supervisors Provide excellent customer service

Education

Patrick Henry High School Patrick Henry Community CollegeStuart, VA Martinsville, VAAdvanced Studies – HS graduate Criminal Justice I – one semester short of graduating

Training and Certifications

Alorica -- PACE certified Alorica -- Training and Observation

certification Alorica -- Getting results by building

relationships

Alorica -- Communicating to get results Alorica -- Anti-Harassment and Workplace

Violence Prevention Alorica – Team Manager Training

BEST! certified

References available upon request