1. 101 Hickory Grove Drive ◦ Jacksonville NC 28546
Kasha Muff Cell 951.442.5337 ◦ kasha.muff@corp.alorica.com
Objective- Experienced professional seeking to fill a managerial position.
Work History
Alorica –AT&T/ Directv 10/2011 - Present
Senior Trainer/ Manager- Direct Sales Residential for AT&T Entertainment Group
Duties:
Responsible for training tenured and newly hired employees to set up accounts and sell AT&T Mobility products, High Speed Int ernet,
Home Phone Service, and Directv Television. I am also responsible for upholding to and training Quality expectations while advising
my site on both successes,as well as areas ofopportunity.My student ratio includesemployees in other lines ofbusiness,AT&T clients,
and agents in other Alorica centers Internationally. My areas of expertise include: Management, r unning and submitting reports,
meeting required metrics, curriculum development, coaching, sales training, motivational speaking, deep dive and statistical data
analysis.
Accomplishments:
 Recognized multiple times as leader of the month, as well as the Site Level leader within the enterprise. Along with several
ideas on management and agent integration, my materials and job aids have been utilized within the enterprise and
implemented in Alorica training materials both locally and enterprise wide.
 Since employed as a trainer, my home site has consecutively been recognized as the top center within the enterprise.
 Received a personal letter from Chairman & CEO Andy Lee of Alorica, in recognition for my class’ performance in surpassing
their required metrics as well as scoring higher than the production floor. He also acknowledged the feedback from my
employees as being highly favorable.
Contact: Operations Manager, Shaneqa Hall (910) 382-0077
U.S. Army Reserves (Currently on Inactive Ready Reserve Status) 3/2012 – 3/2016
Basic Training: Fort Sill, OK. Graduated in the top of my class with a meritorious promotion to E3; Advanced Individual Train ing (AIT):
Fort Leonard Wood,MO.Graduated as the Student First Sergeant ofmy company,which consistedofapproximately 300 soldiers.While
completing AIT, I earned volunteer hours with the Fort Leonard Wood USO on Post and implemented a structuredafter courseschedule
to help soldiers struggling with passing their physical fitness test.
MOS: 12N Horizontal Construction Engineer
Duties include: Placing and analyzing the information on grade stakes, operating bulldozers, road graders and other heavy equ ipment
to level the earth. Clear, grub, strip, excavate, backfill, stockpile and push scraper with tractor crawler. Cut, fill and spread material
with scraper. Transport heavy construction equipment with tractor-trailer.
Hunters Creek Home Childcare 6/2010 - 4/2012
Director/Owner
Duties: State licensed to provide childcare for children ages 0-12 years old. Customized tutoring for ages 4 and up. Responsible for
maintaining safety standards per the State of North Carolina’s codes and laws. CPR/First Aid certified and trained for emerge ncies per
the State code. Accountable for up to eight children at one time, including those with special needs. I am certified by the State of
North Carolina and Licensed by the city of Jacksonville (NC).
Verizon Wireless 7/2006 - 9/2008
Transition Supervisor - Manage and mentor a group of newly hired employees to meet the criteria expected in handling customer
service calls directly out of the required training period.
Supervisor Customer Care - Manage and mentor a group of employees to meet the criteria expected in handling customer service calls.
Correcting and submitting timesheets. Run reports on agent performance.
Customer Resolution Team - Answer calls from escalated customers to suffice their concerns and questions.
Accomplishments:
 Quality Captain, Customer/Representative Experience Lead, Quality Analyst, Repeat Caller Survey, On the Job Training
Organizer, Job Immersion Coach, Customer Resolution Team, Peer Facilitator. 5 STAR Customer Advocacy Program –
Director and creator of a project intended to contact current customers and renew their loyalty with the company.
Contact: Manager, Rebecca Fowler (949) 697-7514/ Irvine Call Center (949) 286-7000
Education
Valley View High School Moreno Valley,CA 1990 -1995 Diploma
RiversideCommunity College Riverside,CA 1999 –2004 (Intermittently)
Virginia College Virginia CollegeOnline 2011- 2013 (President’s List for academic achievement)
NCCT Wilmington,NC 2016- Present
 Currently pursuinga degree in Biblical Studies and my Doctorate in Counseling