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<pre>Array ( [var] => cut_url ) </pre> Resume for Justin L. for Manager / Supervisor / Team Leader / Advertising, Marketing & PR in Southside, Tennessee. Search More Resumes for Manager / Supervisor / Team Leader on #QD9NB6YLI

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Resume for Justin L. for Manager / Supervisor / Team Leader / Advertising, Marketing & PR in Southside, Tennessee

Occupation: Manager / Supervisor / Team Leader Industry: Advertising, Marketing & PR
Country: United States City: Southside
State: Tennessee ZIP: 37171

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Contact Information
Justin L.
Weakley Rd. Southside, TN
Phone: Cell
Email Address:
Objective: Dedicated individual with Corporate Communication degree and managerial experience
looking for challenging position in a leadership role.
• Enthusiastic, resourceful, and trainable recent graduate with academic background in
communications and internship experience in the Client Services field for
Convergys.Communications department
• Professionally committed and responsible. Adapts easily to new situations. Successfully
handles a wide range of functions using a combination of creative, organizational, and
writing skills.
• Academic background in Corporate Communications that has provided me excellent oral and
written skills, and expanded knowledge in the Communications field.
• Maintain focus in a demanding work environment, under strict deadline and pressure
conditions. Constantly meets challenges headon and always have found a way to effectively
complete multiple assignments or tasks.
• Managerial experience in a fast paced and high demanding organization. Convergys,
Fortune Company
• Bachelor of Science in Communications, Austin Peay State University, Clarksville, TN.
Emphasis: Corporate Communications
Minor: Marketing
Dates Attended: August May , .
Courses Taken Include: Introduction to Public Speaking, Writing for Electronic Media, Integrated
Corporate Communication, Desktop Publishing, Mass Communication Research Methods, Principle of
Media Advertising, Media Relations, Communication Theory, Communication in Organizations, and Mass
Media Law
Communications Field Internship Experience
• Convergys Client Services Department, Clarksville, TN, January May
• Assisted with daily communications through email, QuickconnectConvergys Chat
Program, and SharePointConvergys Intranet Site.
• Created multiple presentations for the AT&T Client through the use of Microsoft
PowerPoint application.
• Direct communication with the AT&T Client and their needs. Internship included giving
presentations of material provided to Upper Management in the organization.
• Organizing events including organizational food drive for fundraiser, and ensuring all
needs were met by the center and in compliance for Client Visits.
• Writing news stories for the Convergys organization for publication in the company’s
Quarterly Magazine.
Work Experience:
Convergys, Clarksville, TN Vendor Company for AT&T Mobility
June , Present
Interim Operations Manager AT&T MBR/CSE Project November December
• Direct Reports and Customer Service Representatives.
• Headed implementation of MBR project and helped set processes in program.
• Responsible for the coaching of Team Leaders to ensure expectations were set and to gain action
play to improve performance.
• Communication directly with client to ensure needs were met with project and rolled out to
Team Leaders.
• Triad with Team Leader and their employee to make sure coaching was properly delivered and all
counseling was handled appropriately.
• Direct communication with Floor Leaders to ensure Occupancy was at par with company
• Pulling daily performance reports to review trends and daily progress towards project
• Communication with Client to handle escalated customers issues and have them resolved
AT&T Resolution Desk Team Leader May Present
• Direct Reports.
• Responsible for coaching each employee weekly to ensure meeting Convergys
performance metrics.
• Ensuring employees are in compliance with company standard with Quality by monitoring
• Ensuring time cards are approved and corrected at end of shift for each employee
• Performing weekly audits for compliance of tool use.
• Managing the schedules of each employee weekly and reevaluating staffing as needed.
• Providing Customer Service in cases of customer dissatisfaction by taking calls over
when escalated.
• Interviewing and Training possible candidates for the Resolution Desk Specialty Team.
• Developing growth of employees to be moved to a management position.
AT&T Customer Care Team Leader January May
• Direct Reports.
• Developing employees to comply with AT&T standards and training them in the area of
Customer Service.
• Daily monitoring of employees to ensure knowledge of the AT&T product for Quality
• Monitored the production floor and chats to provide answers to representatives if needing
• Responsible for coaching each employee weekly to ensure meeting Convergys
performance metrics.
• Provided Team Meeting and gave presentations for multiple product introductions and
policy changes.
• Managed payroll daily of employees and corrected at end of each shift.
AT&T Transition Coach November January
• Working with new employees to ensure knowledge of the AT&T product before going to the customer
care production floor.
• Giving presentations during daily team briefings to reinforce policies and procedures.
• Direct interaction with other Transition Coaches to make sure briefings are scheduled and all
information is provided to the employees as needed.
• Performing side by side monitoring for quality purposes and coaching the employee to
provide feedback of the call. This includes recognition and areas of opportunity.
• Walking the Transition employee area to answer questions as needed, and also answering
questions through QuickConnect.Convergys Chat Program
• Recognizing knowledge gaps in employees and strategizing how to correct those gaps.
AT&T Customer Service Representative June November
• Communication with AT&T customers and the employees of AT&T
• Utilizing all tools provided by AT&T to provide the customer accurate resolution to their
• Proficiency utilizing computers and their software, including the Microsoft Office Suite.
• Developing a customer service oriented attitude, and providing quality service for the
customers of AT&T.
• Obtaining efficiency in all metrics that Convergys and AT&T requires in terms of performance
• Attending monthly focus groups and providing feedback on how to improve employee
satisfaction and overall performance of the center.
• Proficiency in Microsoft Office applications suite.
• Oral and Written skills.
• Providing presentations among multiple people.
• Some use of Adobe InDesign and Photoshop.
• Utilization of communication clients SharePoint, Chats, Broadcasts, Email, and etc.
• Strong coaching delivery.
• Very quick learner.

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