1. Sonny Meuze
540 N.W. 4th St. Apt 2008 ~ Fort Lauderdale, FL 33311 ~ Contact (954) 470-8518 ~ MEUZE2@yahoo.com
C A R E E R P R O F I LE
Strong leadership and motivational skills; proven ability to quickly build rapport, establish trust ,train / develop, motivate people of all
levels. Recognized for professionalism, positive mental attitude, commitment to excellence and demonstrated ability to communicate
and interact effectively with senior management, associates and customers. Big – picture focus on company goals has produced
increased efficiencies in production and sales.
E X P E R I E N C E
Alere/ Uptum Health Inc December 2012- Present
Program enrollment supervisor
- Managed telephone outreach to eligible patients for disease management, woman’s children and health
coaching programs.
- Managed agents that linked customers with informational resources as value- add service and up - grades.
- Cross trained on multiple accounts to meet the needs of clients and the business
- Consistently meet or exceed sales quotas in performance – based workplace every month.
- Surpasses the required key performance indicators (K.P.I.s), of all agents on a daily/monthly bases.
- Lead meetings and influencing colleagues to accomplish tasks within time deadlines
- Provided coaching and development to improve agent productivity.
- Provided coaching and devolvement with call quality to ensure client expectations.
- Monitored sales calls to maximize full sales potential to reflect positive results.
Interactive Response Technologies
Tmobile, A.I.G, and AT&T Wireless July 2010- December 2012
Project supervisor
- Coordinate the daily operational objectives of performing departmental functions in an efficient, timely manner
while meeting quality performance standards.
- Resolve customer and agent challenges through proactive investigation of issues in a supervisor role, partnering
with other departments, including the client.
- Implement and plan new projects and procedures as a result of a continuous review of current operating
methods in relation to client/customer objectives.
- Developed and implemented fraud-prevention policy and procedures, which resulted in the lowest defect
percentages among A.I.G. vendors.
- Trained agents to convince customers to shift loyalties and retain from competitors through unparalleled
customer services and creative point to show the value in the insurance policy.
Convergys Corporation
AT&T Wireless, Partnership, English Outpics, International Diversity National Aug. 98- July 2010
Project Assistant Manager
- Provide administrative support to eight Team Supervisors and 200 representatives.
- Increased production and exceeded Client goals and expectations for nightly and weekly results (Improving
Conf. and Adherence results).
- Responsible for coverage planning, scheduling, and payroll management.
- Reviewing CMS statistics on a daily basis and provide constructive feedback team leads and agents.
- Monitor and take action on TKS errors, personnel and payroll issues.

2. Program Supervisor
- Managed a team of 25 to 30 associates, exceeding Clients goals.
- Develop and trained associates to increase performance.
- Track and manage the progress and success of associates by developing various reports.
- Responsible for coverage planning, scheduling, payroll management.
- Planed and implemented performance reviews, coaching sessions, and improvement plans.
- Conducted Interviews for Partnership Customers Service Position.
- Monitored agent calls and provided developmental constructive feedback.
- Responsible for closing sales and making sales on incoming calls to exceed client goals and expectations.
- Responsible for Client account’s overall sales results, providing shift reports to upper management with details
on performance.
Bally Total Fitness Corporation April 97- Aug. 98
Fitness Supervisor/ Program Director
- Liaison between senior management, employees, and clients to ensure proper lines of communication critical in
addressing myriad problems and issues requiring immediate attention and resolve.
- Research account transactions, demonstrating a keen ability to recognize and resolve discrepancies.
- Follow through on timely and accurate month-end closings and financial reporting activities.
- Responsible for custom fitting workout schedules for club members that gives maximal results.
- Responsible Company New Member Sales that drives up company revenue and prediction.
- Member of a team to prepare for critical FDA audits. Ensured machines were fully validated and safety guards
were properly and securely in place.
CAREER HIGHLIGHTS
- 15 Years of call center experience.
- 10 Years as Customer Service / Sales Supervisor.
- Developed and sustained new and existing business.
- Enhanced management / staff team productivity through motivational training mentoring.
- Strong analytic and program solving abilities with negotiating.
E D U C A T I O N
- High School Diploma, Stranahan High School, graduated in June 1995
- Business Administration, Palm Beach State College, Graduating 2017
S K I L L S
- Computer skills in Microsoft Office like Word, Excel, Power Point, Publisher and Windows Operating Systems.
Including OCM, GATEWAY, and CMS systems.
~EXCELLENT REFERENCES UPON REQUEST~