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Loyce H. F.
Montrose Court ♦
Apt ♦ Dothan, AL
Cell Phone: ♦
Dynamic Senior Call Center Sales, Operations
and Project Management Professional leveraging extensive Management,
Training and Quality experience ♦ Training methodology expert, transforming
complex technical information into effective learning modules ♦
Organized, takecharge leader with exceptional followthrough and detail
orientation ♦ Articulate communicator, quickly building
rapport at all levels ♦ Top performer who thrives in a highexpectation,
highstress environment ♦ Seasoned project manager, leading projects
through to completion ♦ CRM expert with comprehensive knowledge of
call center solutions
Budget management ♦ Teambuilding, staff development and motivation ♦
Ability to manage multiple customers with stringent SLAs ♦
Proven record of exceeding service, quality and cost objectives ♦
Global management of distributed workforces ♦ Passionate about leadership by example ♦
Benchmarking and performance metrics ♦ Exceptional followthrough and detail orientation ♦
Workforce management ♦ Customer retention and loyalty programs ♦
Training program needsassessment and implementation ♦ Quality program implementation ♦
Corporate training design, delivery and evaluation
Communications, Inc./ GTE COMMUNICATIONS
now known as Verizon Communications
– November ,
US telecom services provider; offerings include
local telephone, longdistance, wireless, IT services
and Internet access services to residential and small to midsized businesses
in states and Washington, DC.
Supervisor, Marion, OH –
Aug/ – Nov/
Reported directly to Call Center Manager.
Responsible for all aspects of multisite, + seat inbound call center
workgroup productivity including sales operations, driving revenue,
quality and efficiency; provide coaching, development and disciplinary
actions; manage strategic planning and analysis of results.
Consistently meet or exceed
variable monthly team quotas.
a strong knowledge of all products / practices / policies
in constant dialogue with Manager and peers to share best practices
necessary training / instructional activities required of the position.
OnSite Performance Specialist,
Palatka, FL – Jul/ – Aug/
Reported directly to Vendor Manager.
Provided onsite operations management of High Speed Internet for Business
Technical Support outsource partner activities; multisite responsibilities
included SLA compliance, productivity, quality, outsourced partner performance,
trend analysis and customer service delivery analysis and improvements
for + seat inbound call center.
Managed indirect reports
in BB environment.
Served as primary pointofcontact
for outsourced partners.
metrics development including call monitoring.
Analyzed CSAT and vendor
agent effectiveness, identifying needed training and QA improvements.
Managed technical analysis
and direction, providing stateoftheart customer support solutions.
Recommended techniques and
methodologies, improving productivity and reducing operating cost.
Receivables Management Organization,
Irving, TX – Jan/ – Jul/
Reported directly to Training Manager.
Provided leadership and training for internal/external customer billing
and payment processing operations including credit approval, collections,
fraud detection, toll investigations, operational policies and procedural
Developed and delivered
job aids, training and processes as needed to support Receivables Management
Served as Collections SME
Developed and delivered
all training, including classroom training on systems and processes
for new hires; diagnosed learner needs; monitored trainee performance
and managed records.
Key participant in project
planning including scope, risk assessment, implementation and rollout
Senior Product/Marketing Manager,
Irving, TX – Jun/ – Jul/
Managed Strategic Markets Regulatory
products and services, providing market intelligence and analysis.
Responsible for marketing and business development.
Served as product and training
Supported the Long Distance
Sales Call Centers and Field Sales revenue sales objectives.
Defined and developed new
product proposals, including marketing requirements and feature specifications.
Delivered all products to
Assessed business development
opportunities and technology partnerships; made build vs. buy recommendations.
collaterals including product presentations, competitive selling tools
and demonstration scripts.
Supported sales and accountmanagement
teams, delivering clientfacing demos.
Responsible for designing
and delivering training for Business Service Representatives, including
new hires, refresher courses, campaign programs, operational and business
procedures and systems.
PRIOR GTE POSITIONS
Line Product Marketing Mgr
Irving, TX/Durham, NC
Durham, NC/Dothan, AL
Tampa, FL /Dothan, AL
A $B provider of
global payments and travel services; also
publishes such magazines as Food & Wine and
Travel & Leisure through its American Express Publishing unit; the
company's charge and credit cards are its
primary source of revenue. American Express has more than MM
cards in circulation worldwide.
Field Sales Administrator,
Richardson, TX– Aug/ – Dec/
Reported directly to Sales Director.
Supported Sales Director and Business Development managers for US
Commercial Card, South Region; responsibilities included district/regional
data capture/documentation, lead generation, supply procurement, and
integrated communications company primarily providing carrier and enterprise
level network access and local voice telephone services; it also offers
longdistance, Internet access, and broadband services with core service
areas located in Alabama, Arkansas, Missouri, Washington, and Wisconsin.
Business Account Representative,
Dothan, AL – Sep/ – Jul/
Reported directly to Sales Manager.
Responsibilities included driving revenue through outbound contacts
for telecom products and services, lead generation followup including
cold calls, customer service and requirements gathering.
Responsible for customer
Telecom product/data design assistance.
Provided system designs
support for sales organization.
Business Customer Contact Center
Supervisor, La Crosse, WI –
Dec/ – Sep/
Reported directly to Call Center Manager
and performance evaluations; served as primary pointofcontact for
customer escalations. . Provided call center supervision and support;
responsible for staffing, training, forecasting, goal achievement
privately held provider of IT services, including the design, implementation,
and support of integrated data management systems, as well as system
design and configuration, contract maintenance, and training in the
Financial Services, Energy, Transportation and Healthcare industries.
Dallas, TX – Aug/ – May/
Responsible for delivering a comprehensive
suite of products ASR, LSR, PreOrder, E, LIDB, automating Sales
Call Center transactions between Trading Partners by exchanging orders
and information directly between OSSs.
Developed project plan with
scope, assumptions, training requirements, change control process and
tradingpartner testing requirements for implementations.
Managed resource allocation
and scheduling, requirements, documentation, configuration and testing.
Responsible for creating,
testing and implementing all product scripts.
Managed the “As Built”
knowledge transfer and solution documentation for the client and product
Key driver in upselling
during the installation process, supporting revenue sales objectives.
Professional Development, Notables
of Project Management, Villanova University,
Coordinator for Vendor Management Organizations, Customer Operations
Performance Center, Inc.,
completed includes: Basic Principles for a Collaborative Workplace;
Coach with Confidence; Conducting a Collaborative Performance Review;
Correcting Performance Problems; Developing Interpersonal Skills in
your People; Excelling at Customer Service; Giving and Receiving Constructive
Feedback; Giving Recognition; Managing Performance: The Performance
Appraisal Process; Moving the Organization Forward; Proactive Listening;
and The Heart of Coaching
Proficiencies include Microsoft
Word, Excel, PowerPoint, Publisher, FrontPage, Visio, Project, Outlook
Express, Lotus Notes and Information Mapping