1. Nicole Gardner
2325 5th St. NW
Birmingham, AL 35215
Phone: 229-232-0886
E-mail: julygirl27@bellsouth.net
Objective
To obtain position in Call Center management
Qualifications
 ¨ 16 years’ experience using Microsoft Outlook, Excel, Power Point and Microsoft
Word
 ¨ Knowledge of contact center management tools, processes, procedures, and
performance metrics with the ability to innovate and improve as needed.
 ¨ Coaching and development of 15-20 agents in virtual environment and in brick
and mortar.
 ¨ Build rapport by adjusting to different learning styles and creating a
development plan based on individual needs
 ¨ Strong written and verbal communication skills critical to work at home
environment.
 ¨ Able to adapt to change quickly
 ¨ Flexible with availability
Work History
2011-Present Convergys: Team Leader for Home Agent
Currently Team Leader for DirecTV, responsible for coaching and development, quality
evaluations on agents once a week. Work with E-start and E-Coaching facilitates
weekly team meetings, understand client metrics and create development plans to drive
performance.
2001-2011 Convergys: Corporate Trainer
Facilitated New Hire and continuing education sessions for new and existing agents and
used creative presentation techniques to teach. Completed daily administrative duties
such as, track student performance, manage payroll, address any performance and
attendance concerns. I also monitor student progress and provide coaching and
development. When training, adhere to client agenda, time frames and content flow for
client’s curriculum. Provide client with feedback on curriculum. I also maintain product
knowledge by Completing 4 hours of phone time each month, attending quality
calibration sessions.
2009-2010 Convergys Virtual trainer

2. Certified virtual trainer, facilitated Work At Home cross training sessions for the DirecTV
project. Systems utilized Web-Ex and Adobe classroom.
2000-2001 Convergys Customer Service Rep
Received inbound calls to aid customers in setting up new accounts, making
adjustments to their accounts, and assist them in setting up programming that best suits
their personal needs.
Education
2015-Present New Birth Bible Institute, Student, Leadership Training
1998- US Air Force Day Care License
1992-1994 Weber State Universityattended course of study toward a Bachelor of Science
Degree inBusiness Administration
References
Grayling and Lora Hunter (Parents): Valdosta, GA 229-630-2299
Audar Williams (Talent Acquisition): Valdosta, GA 229-272-4700
Travis Patton (Co-worker): Birmingham, AL 205-541-6753
Awards and Certificates
 Completed Home Agent certificationLevel 1 and 2
 Completed Training 101 and SupervisorySkills I and II
 Recognized by Convergys as “Power of One Champion” for exemplifying company
core values from 2002-2007.
 Ten certificates of achievement for perfect attendance while employed at
Convergys
 Certificate of appreciation from Project Success.