June Dockins Miles has over 20 years of experience in call center operations management, including leading a 120-person call center as manager and developing a work from home program. She has extensive skills in management, sales, quality analytics, and implementing new projects. She holds a Bachelor's degree in Business Administration and an Associate's degree in Business from the University of Phoenix.

1. June Dockins Miles
Suffolk, Virginia
Junedockins1@verizon.net
SKILLS SUMMARY
MANAGEMENT SKILLS - Over twenty years’ experience in Call Center Operations management, coaching and
counseling, Quality Analytics, and implementing new projects in a leadership role.
ENTREPRENEURIAL SKILLS – Over ten years’ experience in diverse business ventures from real estate to retail
financial investments. Licensed Real Estate agent since 1999. Property Manager since 2005.
COMPUTER SKILLS - Skilled at working in a Networked environment using Windows ™, with extensive knowledge
of Microsoft Outlook, Microsoft Office applications (Word, PowerPoint, and Excel) and Oracle-based applications
(Lyrical EPro and CERA).
PROFESSIONAL EXPERIENCE
Aug. 1992 to Present Harris Connect LLC, Chesapeake, VA
Contact Center Manager
Responsible for operational sales and administrative leadership of 120+ person call enter. Lead five exempt Team
Managers and five hourly Team Leads (Managers in Training). Sales teams achieved approximately $18M in
revenue annually. Additional responsibilities included:
 Start-up of the Work At Home program, utilizing a national workforce in a virtual call center environment.
 Developed new training concepts in Transition Bay, the new hire/development teams
 Led center in achieving top performance in all areas of revenue generation (Sales Rate, Charge Rate, Package
and Magazine Rates)
 Partner with HR on employee relations matters including leaves of absence as well as enforcing conduct,
quality, and performance policies
 Work with partner companies such as Magazine Direct to achieve sales goals and follow quality guidelines
Team Sales Manager
Direct manager of 25-35 sales agents. Responsible for the successful achievement of required customer service levels,
contact rates, sales goals, and other objectives pertaining to call center efficiency.
 Monitored the performance of direct reports on continuous basis and verbally reviewed performance with the
individuals on at least a weekly basis. Teams generated approximately $5M in annual revenue.
 Achieved Team Manager of the Year for 2005, 2006, and 2007.
 Awarded Team Manager of the month 14 straight months.
 Promoted to Call Center Manager in May 2013.
Assistant Operations Manager
Managed 225 sales representatives and 15 sales managers. Created, developed, recommended, and implemented
recognition and incentive programs to improve morale and customer service/sales performance.
 Demonstrated fiscal responsibility and accountability in managing company material, financial and human resources,
as evidenced by budget compliance, appropriate use of materials and equipment, and appropriate staff turnover.
 Demonstrated management expertise through a working knowledge of legal requirements and organizational policy
pertaining to employment process and on-going management of human resources.
 Increased regional revenue from $12 million to $15 million in one year.

2. Quality Assurance Manager
Supervised 7 Quality Assurance Specialists, and 5 Sales Tape Verifiers.
 Maintained standardized log of Quality Assurance Specialist’s coaching/monitoring activities and disciplinary files
for timely review by Sr. Management.
 Issued daily/weekly/monthly benchmarks to Quality Assurance Specialists to ensure efficient monitoring of sales
representatives.
 Conducted introductory, annual, and interim performance reviews in a timely and appropriate manner.
 Reorganized Quality Department to ensure sound partnership between the department and other business units,
and ensured optimum workforce management.
EDUCATION:
University of Phoenix
Bachelor of Science Degree in Business Administration, 2010.
University of Phoenix
Associate of Arts Degree in Business, 2008.
References Furnished Upon Request