1. Louis Ferrell IV
Skilled Call Center Associate with Leadership Experience ”
OBJECTIVE:
Seeking a position where my experience will be further developed and utilized.
Profile:
I am a highly skilled call center associate with 10 years of experience in customer service. I have
broad knowledge of call handling, negotiation and managing vendor contracts, data collection
and analysis, program operations, and various computer tasks.
Communication and presentation skills
Customer relations skills
Analytical thinking
Problem solving skills
Management and organizational skills
Experience:
Teleperformance USA: 2014-Present: Floor Supervisor
Operations & Floor Control
Daily 10-20 minute meetings with each member of my team
Daily QA Monitoring and coaching's done using the TOPS process
Daily reporting (, MSAT,referrals,QA, break and lunch monitoring)
Working with training and other management staff to improve quality and efficiency
Handle inbound escalations
Provide excellent customer service
Demonstrate a positive and helpful attitude to all representatives
Demonstrate advanced knowledge of Client products
Understand, Organize, and Train new information to representatives for educational and
informative purposes
Handle requests for supervisor/mgmt/client requested customer callbacks
Trend volume causing issues with mgmt to implement up trainings to improve overall floor
knowledge.
Assists in identifying trends in call handling and customer related issues for feedback
Performs other related duties and assignments as required.
Thrive as a team player in a fast-paced,high-energy, change-oriented environment
Partners with Recruiting in the selection process of new hires.
Ensure all Teleperformance policies and procedures are adhered to, including but not limited
to: Security, HR, Operations, etc., and any known infractions of any of these corporate
policies and procedures are communicated to the proper Teleperformance Management
immediately

2. Teleperformance USA: 2014-Present: Member Service Representative
Listen effectively and empathize with the member
Responsible for member inquiries/questions
Assist members with their Policy questions
Assist members with their Vehicle Policy billing questions
Respond to servicing inquiries through various channels
Act on referral triggers and provides additional product offerings based on member
needs.
Provide excellent member service at all times
Critical thinking, proactive attitude, strong communication skills displaying empathy
and caring
Detail-oriented
Extremely articulate and present a professional image
Experienced with standard business applications
Strong team-building and leadership skills focused on production-oriented goals
Participate in additional training courses when needed
Aditya Birla Minacs: 2013-2014: Performance Coach/ Agent
Performance Coach:
Monitor live and recorded calls and evaluate accordingly
Perform and complete evaluation forms on agent and provide coaching feedback
Perform coaching analysis on data collected from teams
Identify agent needs and problem areas to provide peer feedback to team members
Reinforce good behaviors through various methods (i.e. mentoring, role-playing,
etc.)
Escalates ongoing performance coaching to Team Leader for development of
performance plan
Attend joint call monitoring sessions with clients
Provide ad hoc technical support to team
Develop and deliver roundtable presentations on a variety of topics
Assist Team Leader in developing coaching plans
Take calls on queue during scheduled hours
Agent:
Provide 1st and 2nd level support for iPhone, iPads, iPods, Macbooks Pro’s iMacs,
Apple ID issues, iTunes, Icloud
Operate Ilog, Apples proprietary call tracking software suite.
Use the remote support tool Bomgard to provide remote assistance
Majestic Building Products: 2010-2012: Warehouse Manager/Office Manager
Handled the tasks of implementing, improving and reviewing the policies of the
organization
Responsible for training, and supervising warehouse employees.
Handled call traffic and identified the areas that need to be improved
Handled complex customer queries and complaints

3. Scheduled training sessions and meetings
Managed the effective running of the organization
Wireless Unlimited 2004-2007: Kiosk Manager
Managed a staff
Handled the tasks of managing all incoming calls
Lead a team successfully and achieved the set goals
Reviewed reports updated by assistant managers and prepared feedback
Implemented the operating procedures of the organization
Monitored and controlled the day-to-day activities
Technical skills:
Microsoft Office(2003-2013), People Soft 8, QuickBooks, Internet Explorer, Google Chrome, Lotus
Notes, Adobe Illustration, AutoCAD, Draw-base, Adobe Acrobat Reading, PDF, Bomgard, iLog, iDesk,
Wave,and Photoshop
Educational background
Varina High School: class of 2004
J. sergeant Reynolds: 2009-2010
Business Administration
John Tyler: 2011
Work Keys Test
University of Phoenix: Present: 2011
Communications
Contact Information
Telephone: 804-437-8801
E-mail: lferrell804@gmail.com
T h a n k y o u . H a v e a g r e a t d a y .