1. PO Box 7784 Jacksonville, FL 32238
904-234-6627- cell
Shannon Ward
Objective
To further my career with a company that rewards excellence and individual initiative
while broadening my skills and helping the company to grow.
Experience
02/2002 to 11/2003, 7/2007 to 5/2009, 02/2011 to present
Convergys Jacksonville, FL
Sr. Associate, Program Sales
Responsible for creating an environment conducive to sales generation throughout the
site. Developed monthly, weekly and daily sales incentives to keep the program
motivated, excited and centered on quality. Coached and developed Team Leaders and
Agents to meet or exceed Sales goals. Responsible for ensuring client service levels and
budgets are met on a consistent basis. Improved sales performance through coaching,
motivation and development. Run and analyze the daily, weekly and monthly sales
reports; responsible for buying, tracking and submitting receipts for all incentives gifts
and rewards. Exhibited understanding of effective sales skills and demonstrated ability
to use them.
Conduct client investigations of accounts for COBC Violations or integrity issues.
Relationship Manager/ Team Leader
Responsible for becoming a subject matter expert for 5 separate sales projects AT&T
BKO, AT&T U-Verse, Nextel, VarTec, Charter and AT&T Outbound. Coached and
monitored the performance of a team of 15- 20 online associates to ensure that the
various clients and Convergys goals were attained. Conducted Root Cause analysis to
determine performance shortfalls. Depending on the result of the analysis training or
behavioral, .I either trained or placed the agent on the appropriate level of our
developmental action plan. Responsible for conducting 2nd interviews and making all
hiring decisions for our online associate positions.
Maintained spreadsheets and other key reports, to closely track agent online yield, after
call work, not available, and individual quality statistics. Carefully tracked labor costs as
a percentage of revenue to increase our overall profitability. Created nightly shift
reports to report results and incidences to upper management. I managed TKS/Estart
and CMS. Worked with the Senior Manager of Sales and Operation to make the project
run well and boost sales across the floor. I implemented training courses for new
recruits, speeding profitability.
Traveled to other Convergys sites training other associates and helping implement
better sales practices.

2. 5/2004- 8/2005 Citibank Jacksonville, Fl
Customer Service Sales
I assisted card members with inquiries about their credit cards. Explain residual finance
charges as well as sell card products to the card members based on their needs. I
handled incoming calls with excellence in customer service. I was on the pilot team to
develop better ways of selling the products. Received recognition from the director of
Citibank Cards CM, as well as customer satisfaction awards for excellence in sales and
compliance.
Education 2000-2001 SCCC Loch Sheldrake, NY
Law- Major
Computer Tech- Minor
Skills Fluent in Microsoft Word, Excel, Access, Outlook, PowerPoint, QuickBooks Pro,
Lotus, and most other computer programs.