This document is a resume for Percival L. Ambeau III highlighting his experience in customer service, sales, and bilingual management roles. It summarizes his skills in call center operations and management, client services, training, project management, and sales. It also lists his professional experience overseeing customer service teams at The Home Depot, Donnelly Communications, and Chico's FAS.

1. Percival L. Ambeau III
304 Stoneview Trl • Lilburn, GA 30047
PERCIVALAMBEAU3@GMAIL.COM • 678-500-4604
CUSTOMER SERVICE, SALES, & BI-LINGUAL (SPANISH) MANAGER
• Call Center Supervisor/Management • Bi-Lingual-Spanish • Sales & Revenue
Growth• International & domestic Business and Relationship• Project Management •
Social Media • Client Services
Customer- experience focused and bilingual professional with dynamic interpersonal strengths, working knowledge of all Microsoft
products and consistent track record of building teamwork, providing coaching, teaching, training and development based on
contact center performance, project management, creating and implementing new and revamped quality initiatives and training
opportunities and materials while maintaining an environment created to be the Most Amazing Place to Work, Learn and Grow. I
care about all customers needs and wants. My ability to effectively communicate via multiple mediums and motivating teams makes
being productive practicable, feasible and enjoyable. I’m a dependable leader for client services and building loyal relationships
with customers domestic and international who have unique requirements, while recommending products and services, customizing
sales approach to our customer needs. Experienced presenter, adept at communicating with groups and individuals.
CORE COMPETENCIES
• Call Center Operations
• Client Services
• Bi-Lingual Manager
• Banking
• Fostering Learning
• First Call Resolution
• Leading/Managing Change
•
• Conflict Management/Associate
Relations
• Communication / Presentation
• Strategic Thinking
• Visioning and Alignment
• Sales/Service/Bilingual Reporting
• Planning & Organizing
• Team Leadership
• Performance
Reporting/Results
Management
• Project Management
• On-The-Job Training
PROFESSIONAL EXPERIENCE
The Home Depot – The General Information Center 07/26/15 - Current
Customer Care Supervisor
 Responsible for managing a team of 8 – 15 associates depending on business staffing needs.
 Ensure that all department goals are met on a daily, weekly, monthly and quarterly basis by communicating with both
associates and department leadership.
 Manage/coach all associates based on the expectation of the customer experience by highlighting Total Performance in
quality, adherence to schedule, attendance, daily and weekly metrics and core values.
 Handle escalations for multifaceted customer concerns when necessary.
 Responsible for monitoring each agent twice a week for recorded calls and minimum of 3 times a week for live calls.
 Create and execute training to enhance overall home improvement knowledge for all General Information Center Agents
(approximately 39 – 52 agents).
 Selected to serve as a representative on the Motivation and Morale Supervisor’s Sharing Success Committee for all of
Customer Care and the General Information Center.
 Motivate and encourage other supervisors within Customer Care with best practices to keep associates motivated and
engaged on a daily basis.
 Create and implement clear associate career path and goal planning tools for both associate advancement and
performance focus/improvement.
 Point Person to assist with preparation for interviews, highlighting the STAR technique and interview follow up for The
General Information Center agents.
 Serve as a point of contact for the manager of the General Information Center in her absence.
 Monitor the success of the business to meet all SLA’s and Answer Rate expectations.
 Partner and collaborate with Workforce Management for business initiatives for scheduling, overtime and associate
adherence to schedule expectations.
 Compile and distribute all notes for both department and Motivation and Moral Committee meetings to all board members
via email.

2.  Coach, teach and train all Customer Care associates for career planning and advancement through a Lunch and Learn
series for Performance Image and Exposure, Resume Writing and Interviewing Skills.
 Responsible for New Hire Training and CUB curriculum for all New Hire Classes.
 Partake in hiring of new associates for the General Information Center.
 Conduct bi-weekly One on Ones and weekly Agent In Training (AIT) review of performance meetings.
 Create and publish a weekly newsletter for the department with all pertinent business informational updates and
motivational items.
Donnelly Communications - Michael Kors 12/1/14 – 7/25/15
Team Manager –Social Media, Help Desk/Escalation, TTY, Inbound and E-mail Team
 Manage 4 teams consisting of 35 agents that specialized in Social Media, Escalations, TTY, E-mail and Live Chat.
 Create, communicate, and capture call center reporting on a daily, weekly and monthly basis.
 Point of Contact for Client Services.
 Search for process improvement while implementing new processes and streamline existing processes.
 Serve as an escalation team point of contact and followed up with a sense of urgency for any customer or client related
issues that have been escalated with an outcome of customer satisfaction.
 Coach, retrain and provide feedback to agents when necessary based on productivity and quality of service.
 Monitor and communicate performance results to all agents based on Contact Center KPI’s and completed performance
reviews on a quarterly basis.
 Create and compile a daily, weekly and monthly scorecard of Call Center Statistics including AHT, ATT, Response Rate,
Calls Received, Calls Answered and Service Level results.
 Create and implement ideas for camaraderie and positive environment within the work place for the frontline staff.
 Communicate with other departments and management to resolve inter-office issues and expedite work projects based on
priority.
 Effectively manage a Contact Center operation that generates an excess of $2,000,000+ in annual revenue.
 Successfully develop and managed cost effective solutions to meet the company expectations and maximize profitability.
 Assist with strategic headcount planning, training, and support staff.
 Monitor quality of service via multiple mediums (e-mail, phone, and social media).
 Identified training needs for the agents and partnered with the Training Department to develop and implement
curriculum.
 Ensure consistent and accurate communication of updates to the Contact Center Team.
 Create and Implement policy and procedure for the e-mail team for the Contact Center.
Chico’s FAS 5/10/2010 – 11/30/2014
Call Center Service, Sales & Bi-lingual Supervisor
 Managed a team of 10 Bilingual Associates to ensure they were providing top notch customer satisfaction to increase the
business relationships with international customers.
 Monitored Spanish calls to ensure all associates were adhering to company policy and procedure while providing most
amazing personal service to every client.
 Compiled weekly and monthly data into useful information to keep the management staff abreast to the call volume for
the Bilingual Team.
 Created and Implemented policy and procedure for a bilingual team for two call centers in multiple mediums.
 Monitored 46 e-mail and chat associates via multiple mediums to enhance the customer experience by empowering
associates to provide the most amazing personal service.
 Monitored a minimum of 112 associate calls on a monthly basis (minimum of 28 weekly) to ensure that phone
representatives are resulting to company policy to provide superior customer service.
 Monitored 46 e-mail & chat associates to ensure they are utilizing all resources at a Specialist level to guarantee complete
customer pleasure.
 Assisted the project manager in coordinating and competing of projects.
 Provided administrative and technical support in areas such as scheduling, preparing presentations, monitoring timelines
and budgets, attending meetings, and acting as liaisons to various departments and organizations.
 Communicated any issues, problems, or additional information to project managers and recommended solutions.
 Monitored and evaluate project activity and report on progress to project manager and peers on the leadership team.
 Supported training and development initiatives and reinforced company policies, values, guiding principles in order to
motivate call center staff of approximately 300 associates while creating a great place to work.

3.  Provided coaching and mentorship to a minimum of 25 associates to constantly improve their overall performance on the
job by means of customers and personal statistics.
 Handled escalated customer calls to ensure 100% customer satisfaction by providing the most amazing personal service
within company policies and procedures.
 Created, implemented and trained call center staff on new quality requirements and expectations to ensure every
customer experience would be great while upholding a positive brand image.
 Coached and trained Sales Associates in achieving and exceeding their daily, monthly, and yearly sales goals.
 Provided leadership to Sales Associates by analyzing office wide data such as sales performance, adherence and identifying
new style and fashion trends for approximately 400 associates.
 Organized, created documents, and provided on the job training to equip Sales Associates with Contact Center wide selling
techniques, verbiage to enhance Sales Associates selling skills, increase contact center overall full price units per
transactions, and ensure that all contact center sales goals were aggressively achieved.
 Compared Call Center yearly sales goal vs. planned goal.
Social Media and Rating and Review, Email/Chat Specialist
 Serviced Spanish speaking clientele via telephone, e-mail, and live chat.
 Monitored and Answer customer comments, questions, and feedback provided by loyalty members via brand websites, e-
mail and chat through Oracle Systems and Software.
 Gathered and analyzed data regarding brand merchandise to forward to merchants. Record data of posted, rejected, and
pending reviews utilizing Microsoft Excel.
 Recorded total work done for Rating and Review team per associate weekly and monthly.
 Provided management with electronic documentation via Microsoft Excel of productivity.
Visual Merchandising
 Participated in ordering and visual merchandising for new inventory to stimulate the senses of the Contact Center
Associates to increase their Average Order Value.
 Styled and designed the mannequins to emulate the sales floor of an actual store for a total of 4 brands (Chico’s, White
House Black Market, Soma Intimates & Boston Proper).
 Distributed the necessary literature and catalogs to the entire Contact Center for sales and communication purposes.
Guess Co. 06/2011- 8/2012
Sales Associate
 Serviced customers in wardrobe building and personalized customer service.
 Ensured that daily sales goals were met by monitoring sales and store traffic hourly.
 Assisted with the opening and closing procedures.
 Dual controlled all bank deposits and exchanges of currency.
Best Bank 02/2011-05/2011
Spanish Representative & Sales Associate
 Handled all Spanish Speaking Clients for the branch for service and sales.
 Worked in a retail banking environment.
 Introduced new products and services to all customers and gather referrals.
 Worked as a teller and provided customer service catering personalized banking needs.
 Conducted needs-based consultative sales discussions to introduce Guaranty Bank.
 Conducted administrative functions.
Kroger Lawrenceville, GA 06/05 - 08/2011
Accounting Supervisor
 Balanced ($100,000+) for the business on a daily basis.
 Counted associate cash drawers and recorded patterns for management documentation.
 Processed necessary auditing reports for the business.
 Exchanged funds for certain dollar denominations as cashiers needed.
 Verified deposits made and counted to the financial institution of the business. Recorded funds paid out and received.
 Managed associates to ensure proper cash procedures were being followed.
Customer Service Supervisor
 Handled consumer escalations in-store and over the phone.
 Processed customer returns within store during normal business hours.
 Trained employees on customer friendly “Speedy Checkout”.
 Recorded and monitored associate productivity bi-weekly.
 Monitored customer outcomes during the checkout process and coached employees on efficient ways of customer checkout
based on the business expectations and needs.
 Implemented associate incentives to reward outstanding job performance.
 Conducted interviews and assisted in the new hire process to provide coverage for floor associates daily.
 Scheduled necessary cashiers, supervisors, and courtesy clerks weekly.

4. EDUCATION AND CREDENTIALS
Bachelors of Science in Business Management Candidate | Hodges University — Naples, FL
Certificate for Spanish/English Legal Interpreter| University of Georgia — Athens, GA
Licensed/Ordained Clergy |Covenant Fellowship Church International — Dacula, GA