1. Corinna Wallace
122 Ponderosa Drive, Big Rock TN 37023
Cell: 9315382734 - corinnawallace@gmail.com
Summary
I am a high energyCustomer Service Manager with 13 yearsof proven experience, who haseffectively motivated both peers&
associates in the Convergys Callcenter environment. Ipossess a can do and team player attitude via my coaching &
developmenttechniques. I seekemployment with a company who will value my talents & hard work and benefitfrom our
combined efforts.
Highlights
Deadline-oriented create incentive plans
Scheduling completed incentive planspurchase request
Training and development complete Microsoft Office software proficiency
Skilled multi-tasker ten touch key
Talent development soft talking skills
Management of remote employees reportsdriven
Focused on customer satisfaction
Persuasive
Meticulous attention to detail
Team management
Client relationsspecialist
Experience
Operations Manager-TeamLeader-Representative
October 2002
Convergys - Clarksville
I currentlymanage a team of 8 Team Leader of which 2 are specialtyteams.Created training manuals targeted at
resolving even the most difficult customer issues. Promote amountof employee overtime to complete over 3500.hoursin
Sept and October by effectivelydelegating tasksand creating incentivesfor the mostOvertime worked for agent and
tls. Owned team productivity metrics. Interviewed, hired and trained new 9 out of the 11 Customer service Team
Leaders. Created the 2 specialty teams of Team Leader support specialistand coaches – created processesto ensure we are
meeting our financialour client goals with both groupsand helping each newrepresentative and customer.Provided detailed
monthly departmentalreportsand updatesto senior management.Provided a high level of
product and leadership support to representatives and clients.Routinely prepared and evaluated CRM reports to identify
problems and areas for improvement. Effectively managed departmental expenses to stay within allocated
budget. Resolved customer questions, issues and complaints.Developed and implemented policies, procedures and
processimprovement initiatives to improve retention rates and increase customer satisfaction. Recommended changesto
existing methods to increase the accuracy, efficiencyand responsiveness ofthe customer service department.
In addition,Ihave also played a role in the Manna Cafe once a month in NewProvidence as wellas the Moviesin the
Park initiative to be in the community more
Office Manager- Insurance agent
June 1999 to July 2002
Auto Insurance Network - Indian Mound,TN
was responsible for writing newinsurance policies for home and auto. Made deposits atthe bank, wrote insurance
payments to insurance agents, kept office books for monthlybillie:light bill,water etc.-processed insurance payments
remotely for customers, managed the office when the owners where out of town, uploaded new software to ensure taxes
were done properly.
Education
High School Diploma :1992
Stewart County High School - Dover, Tn,Stewart