1. Lorraine Hoskins
4177 Washington Estates
Dearing GA 30808
Dear: Sir or Madam
I have a solid history of producing results within a limited time frame. I have built and successfully managed a staff of 25,
and I deal effectively with customers, and executives on a regular basis. All of these achievements are critical to firms, su ch
as yours, that must compete in today’s difficult economy.
My resume is enclosed as proof that I meet all these criteria. An interview would give me the chance to further prove my
unique strengths.
I hope to hear from you shortly.
Sincerely,
Lorraine Hoskins

2. Lorraine Hoskins
4177 Washington Estates
Dearing, GA 30808
Lorraine.hoskins@att.net
Home: 706-556-6621
Cell: 706-627-5062
 Dedicated customer service manager with 15+ years of experience in retail and call center settings. Consistently
achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of
underperforming operations.
 Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer
service as a key driver of company goal attainment. Lead by example and ensure the execution of all quality and site
operations policies.
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Verbal and Writing Skills
Customer Satisfaction Enhancement
Front-End Supervision
Customer Service
Teambuilding & Training
Call Center Operations
Professional Experience
SITEL Corporation – Augusta,GA 08/00 to Present
Customer Service Manager, 07/02 to present
 Verizon Pre-paid
 Verizon Post-Paid
 Cox Communications
 Horizon BCBS NJ
 AON Hewitt
 Blackberry
 Direct PC/TV
Quality Assurance, 09/01 – 07/02
 Cox Communications
Customer Service Representative, 08/00 – 9/01
Promoted to manager position to recruit, train and supervise 25+ customer service reps. Foster an environment in which
customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front -end
operations to ensure friendly and efficient customer service.
Selected Contributions:
 Won “Service Excellence Award” in March of 2001 as an agent for performing above and beyond set standards of the
company
 Selected to build and manage the On the Job Training Project which is still and ongoing programwithin the company
 Selected to ramp and manage new customer service pilot in which was able to obtain the contract
Other Information:
* Placed in charge as POC for Horizon when Operations was moved to support a separate client. Responsible for all
reporting, client meetings, General Metrics Review (GMR), Weekly Business Reviews (WBR), Financials, as well as
coach/manager duties with my team
Wal*Mart – Sanford N.C. to Augusta,GA 8/95 to 8/00
Electronics Manager, 1/97 to 8/99
Previous Positions: Counter Clerk, Cashier, Stocker, 7/95 to 1/00
Advanced to increasingly responsible positions, culminating in management role with oversight for the Electronics

3. Department. Directed 5 employees and managed sales, inventory, merchandising and cost controls.
Selected Contributions:
 Worked closely with Loss Prevention to reduce inventory theft by 10% in the first 2 months.
 Introduced training programs that enhanced employee performance and helped build a motivated workforce.
Education and Training
DeVry University - Online 06/2008 to 08/2010
Earned 23 credits; Business,Management & Technology
Earned 24 credits; Concentration Project Management
Bachelor Technical Management
GPA: 3.5
Courses: Project Management, Advanced Cost Management, Managerial Accounting, Human Resources,
Communication in Projects, Total Quality Management, Advanced Project Management, Project Risk Management,
Contract and Procurement, Business System Analysis.
Kaplan University - Online 06/2004 to 8/2006
Associate Computer Information Systems
GPA: 3.86
Courses: Web Design, Interpersonal Communication, Principles of Management, Principles of Ethics, Computer
Applications for Business, Critical Thinking and Problem Solving, Logic and Design, Introduction to Business and
Technology, Financial Accounting.
**References available upon request**